Great annoyance about poor support service

Mathias68

I've been using NI's tractor program for a long time - at least 15 years - and so I'm very capable of suffering. But now I'm so shocked by the service that I'm thinking about leaving the warehouse.

I'm writing this because the following happened to me.

Full of anticipation for the new X1mk3, I got it on August 30th. Pre-ordered and paid for via PayPal, it was okay for me, it was for my beloved tractor. 

Order confirmation everything was okay including PayPal address etc. Then comes September 19th. the shipping confirmation and on it the invoice and delivery address was Mathias Mathias instead of Mathias Neubert I thought well it was an intern at work, mistakes can happen and it will work somehow, which unfortunately it didn't and the post office sent it back.

Then I thought, well, it's no big deal, just call, but unfortunately that's no longer possible. Then my next attempt was via the support page where you end up with a ****** chatbot, no option. I thought there was the good old email, the one recommended by PayPal and info@native-instruments.de as well as the mit.com.

I immediately received a response from my email program. Your message to …com was not delivered. Address not found. Great, now again individually without the com address, it worked but unfortunately no answer or confirmation. Maybe a mod is reading this. and Can help hope dies last.

lord-carlos

AFAIK after you try the chat bot and it can't help you, it should offer to connect you with support. At least that is my understanding.

Weird the post did not deliver it, just because the last name was wrong.

Mathias68

Well, the only thing on the doorbell sign is the last name.

I at least expected that I would get a confirmation email, which is all very frustrating.

PoorFellow

It's the general face of things these days. Often useless bots or useless 'AI' (or AI attempts) for service. I myself had one such experience earlier today with another local company where they had a completely dysfunctional web page that there were no help or rescue from...

And the leaving out your last name is same kind of program / 'robot' not working stuff. But even if you had managed to open a support ticket by following that route then it would probably have been too late to fix it with the general response time available.

Of course it doesn't help that you only use last name on postal box which may confuse Deutsche Post (or whoevever). Maybe you should consider at least a "M. Neubert" to sort of hint that Mathias(68) is there also !

If the package is returned by postal service then let us hope that @Jeremy_NI can help you get it fixed soon !

Hopes that you get to play with your X1mk3 soon !

Jeremy_NI

@Mathias68 Really sorry to hear about your bad experience. The chatbot always gives you the opportunity to submit a request. Usually answering "something else" and "no" all the time should let you write your request and send it in, sorry that it's not more straight forward. I will forward your experience and comments regarding the chatbot and our contact options. I found the email you sent and forwarded it to the right service so someone should get back to you soon.

Mathias68

Hello @Jeremy_NI, thank you very much for your help.

Mathias68

Hello, Jeremy_NI, unfortunately no one has contacted me yet. Maybe you can ask again?

Jeremy_NI

@Mathias68 My colleague got back to you on September 25th, please check your inbox, spam, filters, etc...This is a translation of what she wrote:

I have informed our warehouse colleagues so that they can resend your order as soon as possible, making sure that the last name is corrected beforehand.

 I will get back to you via email once I receive confirmation that the new package has shipped.

Mathias68

Hello, I just checked my email account and there was no email from shipping or support. The emails from the forum all arrive without any problems.

Anyway, I hope this gets done soon.

Thank you @Jeremy_NI

Kind regards, Mathias

Jeremy_NI

@Mathias68 Have you checked both email accounts? Your NI account seems to be tied to a outlook.de account vs gmail.com for the forum.

Mathias68

@Jeremy_NI

Hi, in fact I once had outlook.de but that was a while ago. The Gmail address is stored in both accounts, Community and NI. I just checked.

Even if that were the case, Outlook is also set up in Apple Mail and I would see the email.

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If possible, you can remove the Outlook address.

Jeremy_NI

@Mathias68 Alright, it seems there was an issue in our system with conflicting emails. It should now be resolved, let me know if you get that email. That could explain your issues with our support.

Mathias68

Hello Jeremy_ NI, I finally received an email with the ticket number.

Kind regards. Mathias