Better support channel

KrisG · 2024-11-08T15:19:48+00:00

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Dear NI Team,

I'm really not happy about the "contact support" setup. I reported now 2 times i have an issue with registering Maschine 3 update ( missing maschine central expansion ), and get no answer. Only the message; transfer to an agent.

I filed a huge complain at thomann to sort it out with you guys, because for a customer its impossible to contact with your company and get proper support.

its the uppermost garbage support i ever encountered with a company. Make it simple for customers, not like this setup.

Btw, its not my first time with the support.

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KrisG

Yeah, just downvote me. Even the community "seems" toxic and accepts all of this. You know what, i will sell all the NI stuff i have. Enough of it. It cost me too much time and effort. I have live performances to do as an artist, not to be worried with on how to get my stuff working and being busy with support chats that doesnt work. Come on! Cheers to you all.

Lionzinio

https://community.native-instruments.com/discussion/comment/189322#Comment_189322

I appreciate that people who work in support (for anything) have a hugely taxing job.

But for the companies who employ them "too busy" shouldn't be in their vocabulary. Horrid gatekeeping systems help companies manage their load and pretend to themselves that there aren't customers out there who need help, but every customer who calls, or emails (or is gatekept out) and isn't immediately helped is another friend your company has lost.

And you can't afford to lose friends that quickly…

Jeremy_NI

@KrisG Sorry about this. I've pinged my colleagues, we'll investigate the issue. I see your request in the system. My colleagues will get back to you as soon as possible.

veejc

yep I am not getting any support either. wasted all day!

Jeremy_NI

https://community.native-instruments.com/discussion/comment/189313#Comment_189313

My colleagie replied to you at 13:19 today (ticket 4415419). You submitted several requests for another issue and should have received an email confirmation, no need to put a new ticket all the time, it doesn't help to get a faster answer. My colleagues will get back to you by email as soon as possible.

veejc

I have not received emails confirming that a ticket has been sent hence trying many times

Particlewaves

i am also not getting help on an urgent issue beyond an email that did not help 8 hours ago

Jeremy_NI

https://community.native-instruments.com/discussion/comment/189315#Comment_189315

Ok, so now please wait for one of my colleagues to reply, you're in the system. Sorry about this.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/189318#Comment_189318

My colleague got back to you this morning and will get back to you as soon as possible. Thanks for your patience.

Particlewaves

Your colleague got responded to me by sending a file that doesn't work 8 hours ago and then never responding to me again.

I'm in the middle of a film score job and locked out of the content that I own.

When roughly shall I expect a response because I otherwise need to find something else that works ?

Jeremy_NI

https://community.native-instruments.com/discussion/comment/189321#Comment_189321

My colleagues have to process a lot of requests every day. Our offices are closed on the weekends so you should get a reply early next week.

Particlewaves

and therein lies the issue with NI support.

Particlewaves

responding to my initial request with a file that I already had stated wasn't working, without adding any additional help or information, at the start of your work day on a Friday, and then never going back to responding again even though I immediately responded back to tell them their suggestion did not work - then letting 8+ hours go by and leaving that customer in the middle of a job with the entire weekend ahead knowing they are stuck is bad customer service on a product that is rife with issues. no matter how many tickets you get in a day. that is just really bad service - plain and simple.

KrisG

Update:

I've been contacted by support, had to do some steps "which I know as being a software engineer a decade ago" it won't work or help, but I followed it, and it doesn't solve anything. Then I got link to download from google drive. When clicking on it, I need to login. Okay, I don't have a google account! my privacy is for me important. Only my colleague who handles my Youtube Music videos uploads has an account which I not going to use for this.

The serial is wrong and needs to be replaced. it's not rocket science here.

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