NI ignores my ticket, ANYONE?

aidenstunes

I thought that NI is finally improving, I decided to be kind and patiently report about bugs, be more involved in the different channels, recommend about you to friends, but the countless amount of bugs - you just ignore them, not only this, more and more bugs are being piled up. I want someone to escalate my latest ticket in the email support 4040257.

Jeremy_NI

@aidenstunes No one is ignoring your ticket or any of the tickets you have put in the past. Please be patient, my colleagues have a lot of requests with many other customers but they will get back to you.

aidenstunes

https://community.native-instruments.com/discussion/comment/92858#Comment_92858

I'll try to wait a little longer if you are so sure I'll ever hear from them, just don't pretend to be surprised, you know that the Email support is unacceptably slow lately. Thanks for at least responding here and via DM Jeremy, not sure what to say anymore.

dogbreath11

https://community.native-instruments.com/discussion/comment/92858#Comment_92858

i can confirm that i also have had tickets ignored in the past and they were only answered when i wrote about my experience here. as soon as i wrote in the forum i recieved an apology from ni even tho one of my tickets still went unanswered and i never did get a response. in the end, i figured my issue out myself. there are new products every few days from ni, support for your existing customers is more important than new products and fixing issues should be prioritised before making new products. it would be really courteous if someone would atleast reply in the forums to the current state of maschine+ considering so many of us spent good money on it. when is there going to be an update? a lot of people have issues with it and no response from ni

aidenstunes

https://community.native-instruments.com/discussion/comment/93898#Comment_93898

I am glad to see that I am not alone. Indeed, some rude agents run the barely functioning customer care. Some are totally fine, when you are lucky enough to reach them. The mods here on the other hand, they claim that this forum is not meant for support. So, why can we report about bugs, and DM customer care agents, and read release notes, and open threads about tech questions, and read about known issues, and help others to claim points? This forum is not meant for support - what do we know?

Jeremy_NI

@dogbreath11 If you have a request that did not get an answer please let me know the number. We had some hard time dealing with all the requests at some point during the last Summer Of Sound and the weeks after, it's looking better now. Sorry if one of your requests did not get the attention it deserved.

As for Maschine Plus, I have shared already in one of the threads. The Maschine Plus team is busy with other tasks at the moment but there is a beta version available, if you want to join this beta, let me know and we'll add you.

Jeremy_NI

@aidenstunes I've mentioned elsewhere that the forum is not a substitute to support. What I mean by that is that we have dedicated support agents depending on the products and the kind of issues customers face and we can't answer or fix everything in the forum, the support specialists you are dealing with have the knowledge and set of tools needed. We escalate issues when needed. Understand that there are many other customers to help and sometimes a little patience is needed.

aidenstunes

https://community.native-instruments.com/discussion/comment/93925#Comment_93925

Understandable, just weird that you refuse by any means to read my latest DMs, that are personally intended for you, and you reply in public instead. Do whatever you want to do Jeremey, NI lost a customer who's been very patient 999 times, when bug number 1000 arrives you just can't take it anymore, you know? You don't have to reply, your words don't mean a thing at this point, you can even close this thread or delete it or do whatever you want to do.

Your only suggestions were waiting until October for a potential* NA update, and you indeed sent me an alternative corrupted link, or even two.

I hope NI will have fun with my bucks, unfortunately on the other hand, I will probably never get to enjoy my broken product, but maybe I don't need to. A few months of dayjob might get it back. So sad that you can't find some empathy, and run this forum like an overly serious cop instead.