How to escalate ticket due to no response

Solef00d
Solef00d Member Posts: 2 Newcomer
edited October 2024 in Maschine

Does anyone know how to escalate a ticket that I’m unable to get a response on. Submitted two tickets within the past two weeks and haven’t received a response from NI.

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Answers

  • Impermanence
    Impermanence Member Posts: 171 Pro

    Reddit posting might help.

  • Hamudi2000
    Hamudi2000 Member Posts: 3 Newcomer

    I've got the same problem. Had to send my Kontrol S88 MK3 back to NI in December. The last message I have got was on January 2nd, saying that I'm about to get a new device. I was asking about the progress twice last week - no response so far.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,391 admin

    @Solef00d My colleagues have a lot of requests at the moment so their reply times are longer than usual. Sorry about that, I've inged my colleagues, someone should get back to you ASAP.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,391 admin

    @Hamudi2000 I've escalated your case, someone shoud get back to you soon.

  • Solef00d
    Solef00d Member Posts: 2 Newcomer

    @Jeremy_NI hopefully soon…still no response regarding my ticket numbers.

  • Hamudi2000
    Hamudi2000 Member Posts: 3 Newcomer
    @Jeremy_NI well, I shipped my broken S88 MK3 back to you in december last year, so you got my money, I got nothing. Unfortunaltely it seems I gotta contact my lawyer this week.
  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,391 admin

    @Hamudi2000 I'm not sure what happened here but my colleagues should get back to you soon.

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