Is there any way to escalate a support ticket?

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SingleManStudios
SingleManStudios Member Posts: 2 Newcomer
edited October 2024 in Tech Talks

I contacted support on Dec 5th to let them know that the Komplete Kontrol 61 Mk3 they just sent me died on firmware update. Crashed and never woke up again. dead... I wanted a new one... I sent in a ticket detailing everything. I get an auto-response asking me to try the same 5 things their website told me to do, and that didn't work. I begged them to send a return ticket so I could get my new board. Here it is December 17th, and I haven't heard anything from anyone at NI since December 12th! I've emailed daily asking for a refund or a working keyboard. I bought the Ultimate package as well, but don't want the software without a controller... nope... it was downloaded so no refunds there... seriously? #4147437

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  • Jojo123
    Jojo123 Member Posts: 405 Pro

    Hi and welcome.

    Support is inundated with requests and thats not ideal I know when you've shelled out all that money. Im pretty sure that if you haven't installed and activated the software you can get a refund. NI can be pretty understanding in such circumstances. Hopefully @Jeremy_NI will escalate things for you and get things sorted. He should be around the forum soon.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin

    @SingleManStudios Sorry that it has taken this long. It is normal course of action for our support agents to check a few things before transferring a case to the hardware department, everything was slower because of the sales season, not an excuse, just an explanation. Someone from the hardware department should get back to you as soon as possible with a return label.

  • SingleManStudios
    SingleManStudios Member Posts: 2 Newcomer

    @Jeremy_NI I appreciate you finally getting back to me about the issue. My concern is that it has been 13 days since informing you of the faulty unit, I haven't received a return ticket yet, and by your own admission, it will probably take 3 weeks for me to get a working new keyboard. Do you feel my frustration here. I paid, and you took my money for a working keyboard... why is it taking this NI to respond? React? Do what is right? The software was downloaded and installed BECAUSE it has to be when you start the keyboard up to use it... who hasn't done that first? Ridiculous. Please work on better response times... 9 days with zero response is outrageous when I have no products that work, but you have my money.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin

    @SingleManStudios Yes, again, I'm sorry about the delay. My colleague got back to you yesterday.

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