Support response time

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scompean
scompean Member Posts: 3 Newcomer
edited December 2023 in Other Software & Hardware

Hello, I had a package that went missing. I submitted a ticket for a replacement but have not heard a response yet. How long does it take to normally get a response using ticket system?

Also I can't locate where I can lookup status of the submitted ticket.

Thanks for any pointers.

@Jeremy_NI

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Answers

  • reffahcs
    reffahcs Member Posts: 845 Guru
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    https://community.native-instruments.com/discussion/19500/support-response-time

    I've only dealt with customer support prior to the MK3 release and they were pretty fast.

    However with the recent release of the MK3 keyboard and all of issues people are having with USB-C, shipping delays with the larger MK3 keyboard, and their current cyber deals (ie rapid increase in sales), I have to imagine that their support team is absolutely stretched to an insane level. I feel for them.

  • scompean
    scompean Member Posts: 3 Newcomer
    edited December 2023
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    Almost a week and no response on this ticket. Anyone from NI here that can have a look? Ticket number is 4141047.

    @Jeremy_NI, appreciate any escalation on this ticket. Thanks.

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