Could not create ticket fo DAYS!

Bluebeat3
Bluebeat3 Member Posts: 25 Newcomer
edited September 2023 in Komplete General

Thing keeps on spinning then spits out "session timed out"

Tried it different days = same result.

No phone support, no live chat and now this.... Disgusting.



Best Answer

  • Matt_NI
    Matt_NI Administrator Posts: 1,086 admin
    Answer ✓

    @Bluebeat3 There is really no need to shout at another user. As I mentioned, the issue was escalated to the team responsible for implementing the tool and I already answered your question. Luckily, we've already done testing and this is not a widespread issue and tickets are coming in at a regular pace.

    Thank you again for reporting it here, I'll close this thread now.

Answers

  • JesterMgee
    JesterMgee Member Posts: 2,474 Expert

    Have you tried using a computer instead of your phone?

  • Bluebeat3
    Bluebeat3 Member Posts: 25 Newcomer

    Thanks...

    I never mentioned that I used a phone. It was done on PC.

  • Matt_NI
    Matt_NI Administrator Posts: 1,086 admin

    @Bluebeat3 I escalated this issue to the team so they can check what's happening.

    I also saw your question in one the email you sent to them and the answer is Yes, you can sell your individual license. Don't hesitate to check this community if you have question like that in the future. This question has been answered a few times if you search for it too: https://community.native-instruments.com/discussion/2300/can-i-sell-the-pharlight-and-straylight-licences-that-i-bought-while-i-had-komplete-12-ultimate

  • JesterMgee
    JesterMgee Member Posts: 2,474 Expert

    Was going based off your screenshot which looks like it’s from a phone, no browser/os was mentioned…

  • Bluebeat3
    Bluebeat3 Member Posts: 25 Newcomer

    Matt,

    "I also saw your question in one the email"

    if you are able to view tickets (I resurrected / replied to old ticket) that means You = Them.

    Make very clear to "Them" that there is an issue with contact form. "They" are not a small mom&pop lokal kookie store. There must be some accountability on such matters. Especially considering their sweet moves to eliminate phone & live chat. Windows 11 / Chrome browser. I got my answer, so I will not be attending this thread. However, I feel it would be fair to fix this ASAP for all those poor folks who need help and hit similar issue.

  • Bluebeat3
    Bluebeat3 Member Posts: 25 Newcomer

    JesterMgee,

    Thank you for trying. I cropped the image just to focus on the issue.

  • JesterMgee
    JesterMgee Member Posts: 2,474 Expert

    Do you have any ad or popup blockers that may be blocking the page from correctly working? Did you happen to test using a different browser? Since there is not a flood of users reporting the same issue seems possibly the issue is on your end.

    The problem with open and direct lines to support and the reason they are disappearing everywhere is every man and his dog will hit up the limited resources with very basic questions that are often found with some quick googling or a simple post on the forum so people with more genuine technical issues can never get through and are frustrated at the constant waits anyway.

    I would easily say other than account issues, 90%+ of questions have a simple answer somewhere. Example, your question about selling individual licenses is easily found with a google search as mentioned or a forum post, it would not be what one would consider a request for direct support since it is not something that is preventing you from working, that is what support is supposed to be for.

  • Bluebeat3
    Bluebeat3 Member Posts: 25 Newcomer

    "The problem with open and direct lines to support and the reason they are disappearing everywhere is every man and his dog will hit up the limited resources with very basic questions"

    Beautiful krap! Lets see here. I can walk to a hardware store and if I need a $3 coupler, I WILL GET FREAKING LIVE SUPPORT FROM A BREATHING LIVE PERSON. AND POOR DEAR NI "with LIMITED RESOURCES (!!!!!!) CAN"T AFFORD TO PAY SIT-ON-COUCH CHATTERS OR COLLEGE BOYS AND GIRLS WHO ARE LOOKING FOR EXTRA INCOME TO DO A PART TIME PHONE GIGS?

    POOR LITTLE NI, LETS PET THEM ON THE SHOULDER AND SHED A TEAR. A DECENT CUSTOMER SERVICE WILL JUST BURN HOLES IN MANAGERS POCKETS AND THEY WILL HAVE TO LIVE ON BREAD AND WATER.

    PATHETIC!

  • JesterMgee
    JesterMgee Member Posts: 2,474 Expert
    edited September 2023

    Whoa, dude chill out. Maybe this is WHY there are no lines open for people to yell at others who try help. I made a suggestion as to possibly why, based on working in support roles and having the same lines closed down and you have kind of pegged EXACTLY why face to face is less, and that affects everyone.... Abusive!

    Who needs to deal with that day in and out when someone has their feathers ruffled a bit, cannot blame any company that doesn't want to deal with this kind of reply constantly. Jesus what is wrong with people.

  • Bluebeat3
    Bluebeat3 Member Posts: 25 Newcomer

    Dude, keep on kissing big boys shoes. And telling wonderful stories on "hitting up the LIMITED resources" of poor little NI.

    They cut support, so fat cats can pocket more money. If you don't see that, or pretend to not see it, I feel sorry for you...bro. Good companies, no matter how big or small, always strive to maintain class "A" customer service. NI is not one of them.

  • JesterMgee
    JesterMgee Member Posts: 2,474 Expert

    Good companies, no matter how big or small, always strive to maintain class "A" customer service. NI is not one of them

    Someone from NI answered your question here direct, the same day you posted and also in your other thread about Native Access/Kontakt and this is still not providing good service? Am I understanding this correct?

    You may also consider that good customers also behave and interact with respect towards staff and each other.

    They cut support, so fat cats can pocket more money. If you don't see that, or pretend to not see it, I feel sorry for you...bro.

    So, this is a cited claim? Last I checked it is not a legal requirement to use NI products, you have freedom of choice so if that is of concern you can opt to simply not use their products.

    Don't feel sorry for me...brah, I learned how to use Google long ago so have never really needed/expected the world to be on standby if I have a question, the Internet answers questions 24/7 and frees me up to do other things while I wait for an answer. Kind of like the fact nowadays I don't have to sit on hold for an hour to have an answer to a question.

  • Bluebeat3
    Bluebeat3 Member Posts: 25 Newcomer

     "and this is still not providing good service"

    You are joking, right?

    Yes, I am disappointed that a company that I supported for years cuts basic customer care. But even more disappointed that some think it's OK. Staff should be on calls / chat, not roaming casually on forum. That's the minimum customer service that I would expect from a huge company such as NI.

    "you have freedom of choice so if that is of concern you can opt to simply not use their products."

    Perhaps I should consider your suggestion, unless NI comes up with something I can't live without. So far, nothing that would excite me came to light since the release of Guitar series MINT, and that was over a year ago, and in my view, is the weakest from the rest of the series. Still not sure if I did the right thing to update Komplete. So, yes, I think you have a solid point there. Thank you for making me see that more clearly.

  • JesterMgee
    JesterMgee Member Posts: 2,474 Expert

    Fair enough, will bid you good luck in your quest....

  • Matt_NI
    Matt_NI Administrator Posts: 1,086 admin
    Answer ✓

    @Bluebeat3 There is really no need to shout at another user. As I mentioned, the issue was escalated to the team responsible for implementing the tool and I already answered your question. Luckily, we've already done testing and this is not a widespread issue and tickets are coming in at a regular pace.

    Thank you again for reporting it here, I'll close this thread now.

This discussion has been closed.
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