Is there an actual way to raise a ticket with a NI customer service person?
Or should I just give up, assume NI has no interest in engaging with its customers so I should therfore stop being a customer?
Best Answers
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There is a chatbot. If the chatbot does not answer your question, it's forwarded to a chat agent, if the issue is too complex for the chat agent to solve it is then forwarded to a specialist that geys back to you by email.
Commnity is not supposed to be a substitute for support but since a lot of customers reach out there for issues, other users help out and we chime in where we can.
We understand that these changes can be confusing and we're also trying to improve the experience, for this reason I'll forward your comments to the responsible teams.
Here's a little article that might help: https://bit.ly/NI_Support_How
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We have explained numerous times to you how support works.
Support is here: https://bit.ly/NI_support_NA
This is how it works: https://bit.ly/NI_Support_How
If you followed these steps but you have issues logging in to your account, then you should have found a dedicated typeform, that I will post here, just in case of you missed it:
This has been tested and checked on various browsers and works for all our customers that get in touch every day.
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Answers
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Oof. Long time customer here. A few years ago, once you were logged into your account at native-instruments dotcom a "support" link would show up and take you through some questions, then allow you to make a ticket.
I havent made a ticket in a bit… so I logged into my own account, went to "support" and found some sort of weird "chat" plugin/box where "support" used to be, and that chatbox would never load its contents.
Im not sure if the "chat" is now a "support ticket", or where support tickets have gone. Edit: I just spent 10 minutes trying to find "support ticket" and yeah, it appears they've recently removed the ability to make a ticket and replaced it with 1) a chatbot of some kind 2) the forum's community "questions" or "discussions" where they find unpaid, often unqualified third parties to do it all for them.
Good question actually, and a question I didnt realize I needed answered as well. My goodness things change.0 -
There is a chatbot. If the chatbot does not answer your question, it's forwarded to a chat agent, if the issue is too complex for the chat agent to solve it is then forwarded to a specialist that geys back to you by email.
Commnity is not supposed to be a substitute for support but since a lot of customers reach out there for issues, other users help out and we chime in where we can.
We understand that these changes can be confusing and we're also trying to improve the experience, for this reason I'll forward your comments to the responsible teams.
Here's a little article that might help: https://bit.ly/NI_Support_How
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Thanks Jeremy. Just for future reference though. Customers are not confused by NI's lack of customer support. They are frustrated. NI products are getting buggier by the day and even the chat bot to solve the bugs is buggy. NI used to be a serious company who took customer care seriously. As soon as companies cut back investment in customer care to maximise profits, they lose customers (and profits). Please have someone reach out to me through email to prove this isn't happening at NI.
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If you need assistance please get in touch with our support with the links provided. The chatbot is only the entry door, next you'll get one of our chat agents.
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There is no "need any help" button anywhere to be seen. Like I said. Even the process to get help with faulty products is faulty. NI is quite obviously a sinking ship trying to cut costs at the expense of quality... I think it's time to find alternatives.
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Are you logged in to your account? Have you tried to log out/log in? Do you use an adblocker? Have you tried another internet browser? Genuinely trying to help you here, to understand why you have so much trouble contacting us when hundreds of customers manage to do it every day. If something is broken and needs our attention, we would need to know where exactly.
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Please just have a customer service person contact me through email. It shouldn't be this difficult to be able to speak to someone who can actually help.
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^^^^^THIS.
Trying to miscategorize my anger and frustration at these more and more hostile changes as "confusion" certainly does not help whatsoever.
Chatbots and "chat agents" who replace regular customer service systems are a degradation of said systems and they are worse for everyone EXCEPT investors, including the original employees of Native Instruments.
This change is an insult to those who've spent a lot on this brand AND against hard working employees(what's left of them), and if you dont find some way to try to make this right DESPITE the new private equity people, I think the combined negative publicity from all the older customers plus some newer folks who are already getting the idea is going to further reduce NI's credibility.0 -
We have explained numerous times to you how support works.
Support is here: https://bit.ly/NI_support_NA
This is how it works: https://bit.ly/NI_Support_How
If you followed these steps but you have issues logging in to your account, then you should have found a dedicated typeform, that I will post here, just in case of you missed it:
This has been tested and checked on various browsers and works for all our customers that get in touch every day.
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