how to contact support?

musicmick

I am SOOOOOOO frustrated. How difficult can it be to get some help or support from NI?

Very angry

PK The DJ

What a lovely first post. I love the way you introduced yourself to everyone and told us a bit about yourself.

🤔

What exactly is it that you need help with? Give us sufficient info and we might be able to assist you.

BTW you get support by going to the main site and clicking the link that says SUPPORT.

lyapun

Same impression here. Bought Maschine MK3, but can't use it because of the known problem that software doesn't appear after entering a serial number. And for the whole day can't get any support with this.

musicmick

https://community.native-instruments.com/discussion/comment/191157#Comment_191157

Hey, for one I don't need your sarcasm (or whatever that was) I've been at this all day and at my wits end with work to complete on a deadline. I'm not here to introduce myself to people I'll never know or see in my life, therefore my comment was not aimed at the community but a generalised statement/grunt at NI's inability to make it easy - understatement - to contact them, so why you make this personal about this 'bit a bout yourself' I don't know. FYI, all I get from the main site is a link to this community. NOTHING I see says contact NI.

PK The DJ

I repeat - what exactly is it that you're having a problem with?

Post the problem here and forum members will try to assist. If you just moan then there's not much we can do.

musicmick

I'm not moaning I'm furious, hence my attitude (To NI)

Matthew_NI

https://support.native-instruments.com/hc/en-us/articles/360014498698-How-to-contact-NI-Support

Matthew_NI

Hopefully that answers your question

musicmick

Thank you.

DiosGnosis

In the meantime, while you wait for support, as there has been a major software release on the heels of a new hardware release from NI, perhaps the community can help you with your issue?

Lionzinio

https://community.native-instruments.com/discussion/comment/191157#Comment_191157

I think the real issues is that you go to the page marked Support and you really don't get any support.

Most people who really need support have already done the whole google, read the knowledgebase stuff, thing and want to be able to communicate with an actual human being. And not only have their problem solved, but feel like someone, somewhere within NI actually cares about them.

It's ridiculous that NI department heads are having to respond to posts in the community which are essentially basic 'please help me' support requests. Not because it's a bad thing that they're making the effort and being supportive, that's a beautiful thing, but because really that should be the work of 'support staff'. I'd much rather the senior people who are taking time to respond to these support requests didn't have to do it because their support team had done such a fantastic job and were so easy to reach that they solved people's problems before the people felt it necessary to make posts like this.

And, obviously, it's not just an NI issue, it's prevalent throughout the music software industry and others. Where companies want to fob you off with a chatbot because it's a ton cheaper than connecting you to a real human being who might actually understand your issue and help you.

Help me when I need it and you'll have a friend for life. Fob me off and you will get nothing but my contempt.

musicmick

https://community.native-instruments.com/discussion/comment/191172#Comment_191172

If only I wasn't as stressed and infuriated by this I could've been more eloquent like Linozinio.

I shall stand in the corner and count to 110 then return to Dr Jekyll 😌

PK The DJ

The thing is, based on that first post, we don't know whether he even attempted to click the support link on the main site, and we still don't know what the issue is.

I told him where the support option was, and got abuse. Matthew_NI posts a link and gets thanked. 🙄

musicmick

Lionzinio. I can't even get that right

lyapun

The problem is not with the support only. The problem is that you are buying not a cheap product and you can't use it. Because something is broken in the system, and software doesn't appear when you enter a valid hardware serial. There are hundreds of reports about this on forum, and issue not gets fixed.

It's just not acceptable. I'm soo sad that I bought this device now.

PoorFellow

https://community.native-instruments.com/discussion/comment/191172#Comment_191172

It's ridiculous that NI department heads are having to respond to posts in the community which are essentially basic 'please help me' support requests.

I agree that it needs work and probably then N.I. to some extend would agree. N.I. is constantly working to improve the support experience and have made more improvements including a higher focus on when people have a hard time using the support interface.

As part of the ongoing effort to improve then as an immediate alleviation then N.I. have made these pages : How to contact NI Support and How to get in touch with our Customer Care , and also the forum now have a Customer Care tag that Moderators can add to discussions. I am sure that N.I. will improve the support experience/interface even more but that will take time.