What can I do if support don't awnser me?

okehc
okehc Member Posts: 2 Newcomer

Hi,

Have raised a ticket on 12/25/23 (I know that we are holydays) but I don't have no response at all since that day, my hardware is on warranty and I don't want to lose that for not having an answer of support team, please help.

Best Answer

  • Uwe303
    Uwe303 Moderator Posts: 2,905 mod
    Answer ✓

    Hello,

    normally you should get something that shows you, that a support ticket is raised. And native will see the date too. So you will be fine I would say.

Answers

  • Uwe303
    Uwe303 Moderator Posts: 2,905 mod
    Answer ✓

    Hello,

    normally you should get something that shows you, that a support ticket is raised. And native will see the date too. So you will be fine I would say.

  • okehc
    okehc Member Posts: 2 Newcomer

    @Uwe303 thanks for the response, yeah I have the ticket copy on my email. will wait until these days pass. happy new year!

  • Uwe303
    Uwe303 Moderator Posts: 2,905 mod

    Hope native will reply soon to you - also a happy new year 🎉🍷🎉

  • BIF
    BIF Member Posts: 427 Pro

    Hello OP!

    As you implied, the Native Instrument folks, like most others this time of year, are on holiday. People might start staggering in this week, or they might wait until after Wise Men's Day (January 6th). Tagging @Matthew_NI just in case he's had enough eggnog and decides to come online this week. 😉

  • Matthew_NI
    Matthew_NI Product Team Posts: 684 mod

    Hi folks!

    Support is very busy at this time of year - so they will respond as soon as they are able.

    I appreciate the wait may be frustrating but you will be taken care of.

  • Matt_NI
    Matt_NI Administrator Posts: 1,079 admin

    I can confirm that your ticket was received and the team is going through their backlog slowly. A lot of folks were away because of bank holidays and time off. You will get an answer soon 🙌

  • jccube
    jccube Member Posts: 3 Newcomer

    Well, I'll tell you what. I have no holidays as my clients have imposed timelines. If you want to work for a social agency do so. But if you want to work for a business, get paid, service your clients like the rest of us do, then wake up and smell the coffee. BTW It would be nice to have a public post as to the number of service requests in queue, the number being in the stage of processing, and the number actually closed with a solution. This will provide us poor customers with an idea of how long the wait time is, if its worth considering buying your products given the number of defects (bugs, etc..). Let's be transparent to your customers rather than hide behind bulls..t like "you will get an answer soon" "our team is going thru their backlog SLOWLY". Look, are you a business or not???

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