Still no reply after 3 weeks :(

moa

Still haven't received a reply after nearly 3 weeks, even sent a follow up ticket… Please help!!!

Jeremy_NI

@moa Well, I don't know what happened before and where you submitted those requests but I can see your last request. My colleagues will get back to you as soon as possible.

PoorFellow

https://community.native-instruments.com/discussion/29773/still-no-reply-after-3-weeks

Sounds as a major mishap of some kind. @Jeremy_NI , sorry , another one for you to take a look at.

Jeremy_NI

@moa Did you use the same email address as for this forum? I can't find any requests from you in our system. Do you have a request number?

moa

@Jeremy_NI That's super strange, I've submitted two requests with this email address… I didn't get any request numbers.

moa

@Jeremy_NI what can I do to get in touch with you directly please?

PoorFellow

https://community.native-instruments.com/discussion/comment/152690#Comment_152690

Don't spam people with with multiple tagging. Jeremy_NI has not been around today thus far and risk is that he might not show up until some time next week (Jeremy_NI doesn't work weekends so if doesn't appear tomorrow then it's next week at earliest) .

Also there is a misunderstanding here. Jeremy_NI is a forum customer care person and do not do take support tickets himself from the forum. He helps in the forum and can liaise to support but that's it. If there is a need for support to step in to fix your problem then you still need to open a ticket.

With respect to your problem 'reaching support' then it's a matter of either you don't get the emails because they go to a spam folder or similar problem or you do not actually open any tickets even if you think that you do. The opening the tickets is sometimes due user error (user not using interface correctly) and sometimes technical error e.g. due to wrong browser configuration (use a good browser that is set to accept all cookies when using the interface and with no 'Add-ons' or anything blocking either) .

The above conversation does not list your problem but I will use Native Access as an example here :

Contact N.I. Native Access and Installation Support

At the page N.I. Native Access and Installation Support be sure to scroll down to page bottom to see if there is a log-in request , if there is then log-in , at next page again scroll down and small blue chat box ought occur within 15 seconds. Then write in chat box and when getting suggestions then select did not help when it didn't , that ought to bring you on to either chat with human or open a ticket.

There has been introduced chat support for Native Access assistance (at least daytime on normal work days) :

Please refer to the page : How to get in touch with our Customer Care or read my Support page functionality changes post here

moa

Thank you for clarifying. I have no idea how this support forum works, I'm just trying to get my product to work.

I've now submitted a third ticket, which has been confirmed via email

PoorFellow

https://community.native-instruments.com/discussion/comment/153091#Comment_153091

I have no idea how this support forum works, I'm just trying to get my product to work.

I appreciate that and sorry for your troubles. However the forum is primarily for user to user support. And the customer care person Jeremy_NI does not directly belong to the 'support' section but acts more like a guide and liaison in case of mishaps. Customer support who takes care of your ticket is where 'the real' action is going on and who you need to work with to get the issue sorted.

Jeremy_NI

@moa Well, I don't know what happened before and where you submitted those requests but I can see your last request. My colleagues will get back to you as soon as possible.