What is going on with support?

sebasido

I bought a Komplete audio 2 over two weeks ago, I got charged and now when I go to my tracking all it reads is:

A shipping label has been prepared for your item. A delivery date will be provided when USPS receives the package; contact the shipper or shipping partner with any inquiries.

Two weeks with this, no update at all, I sent 5 support tickets already, 0 response from NI does anybody know what is going on?

PoorFellow

https://community.native-instruments.com/discussion/20728/what-is-going-on-with-support

Opening more support tickets doesn't help , it only creates confusion, if you get no response on a ticket then you should update the ticket.

You should expect that support may take 5-7 work days to respond during the sale , and since it has been Christmas then that does not count as work days ! I personally think that N.I. ought not charge your credit card prior to shipping but then apparently do that.

At the moment then it's the holidays and there is no support to get. I can call for @Jeremy_NI and ask if he could please take a look at your issue described above. But Jeremy is also not here until in the new year , maybe January 2nd , I don't know as I am not privy to his schedule ! Please wait for Jeremy to answer you here !

sebasido

https://community.native-instruments.com/discussion/comment/121400#Comment_121400

Thanks a lot, I will wait til the 2nd and update the ticket then

PoorFellow

https://community.native-instruments.com/discussion/comment/121425#Comment_121425

Sorry , it appears as Jeremy did not arrive today as expected and not working for NI and being just another user here then I do not have any information about when NI staff is back nor any other way of assisting ! Sorry !

sebasido

https://community.native-instruments.com/discussion/comment/121821#Comment_121821

Don't worry at all, I appreciate your help :D

Jeremy_NI

@sebasido I'm really sorry for your experience and also sorry to catch up on this topic so late. I'm escalating your case and someone should get back to you as soon as possible.

rogerbaudet

Hello,

I've just written a post entitled:

"What's going on with Native Instruments support?"

It seems that there are major problems with your support.

My problem concerns the purchase of the UVI bundle.

I can't order it at the moment, with all the problems that entails.

What a shame!

Jeremy_NI

@rogerbaudet I replied to your post.