No contact to support possible
After purchasing an NI product, I receive a voucher which I cannot redeem because it is not accepted. I can't find out why because NI obviously doesn't want me to be able to contact support.
The AI help is a nightmare, and simply stops with the information that you will be connected to an assistant.
Fortunately I have not had many support issues with software vendors, but when I have had a problem I have been able to contact support and get a prompt response.
NI is really the exception here, I have not experienced this before, so sorry - a product is only as good as its support.
Translated with DeepL.com (free version)
Best Answer
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Hey all, we're in the middle of a big sales special so waiting times in the chat can be quite long. If you are waiting for more than 5 minutes, an email ticket should be created, you might not being informed about it in the chat so monitor your inbox.
We undertand the frustration and impatience. We'll work on improving the chat and the overall customer care contact options and journey in Q1 2025, so we take note of your reports/complaints/bad customer journey.
Just a little reminder of where to go: https://support.native-instruments.com
And how it works: https://bit.ly/NI_Support_How
And finally if you have issues logging in, then you can use this typeform:
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Answers
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You are probably attempting to use the voucher on products that are already on sale or not valid for the voucher.
You could try Purchase Support here:
Purchase Support – Native Instruments
VP
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Hello Vocalpoint,
thank you for your answer. NI Chat Assistant does not work, I had already tried that.After I have entered the answers in the NI Chat Assistant, only the answer appears:
NI Chat Assistant answers: "Thanks. Let me connect you with a customer support agent."
Nothing happens after that.0 -
I have just received a ticket by email from NI,
maybe it can be solved now......
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I've tried to open an NI support ticket; however there is currently no chance to do so. Not sure what's going on…
I'd like to contact support team because of missing licenses I didn't receive after pushing out an order. After being correctly logged into my NI account and clicking on the related first icon on the support entry level…
…I get correctly forwarded to the second level of selection which shows…
So far so good. However, after clicking on the first icon related to orders (or even the other icon in another try), I always get forwarded to the one and only helpful instance which is represented by the following icon:
Hmmm, it asks me to log in, even if that has already been done. As mentioned, there's no other choice there (like a "How can we help?" or a "chat bot" icon or whatsoever). Just that request to log in to finally contact the support. But if you click on it, boom…
…you immediately get returned to the very first spot where you started from. And yes, I also repeated the whole process multiple times by using the English NI pages. For example, when I'm trying to go by @Vocalpoint's link provided above, I'm getting exactly the same results. In fact, I'm always going in circles.
Even the personal "contact form" link sent by NI in their order confirmation email also leads to the same support space, and from there it goes in exactly those circles I described here.
In other words, there's currently no way to contact NI in case of ordering / licence / product problems. So what to do in such a case? Any idea from soemone here in the community?0 -
Wow, that was a ride…
After about 50 times re-trying to go that circle again and again, I was suddenly not sent back to the beginning; I could finally enter the page where that "chat assistant" (I have only read about before) really popped up. After trying to explain the problem in a very detailed form, the chat bot gave up and a related support ticket was opened for me.
Well, I'm not sure if such "thresholds" have been currently implemented by NI intentionally to get rid of annoying customers trying to reach them during important sales periods, or if this was really just a hickup of the support system. Thanks God the ticket is at least out now.0 -
It is complete crazy, for 2 day's I tray to get in contact with NI nothing works. I buy a Machine Studio second hand but the seller having a problem with his account e-mail because the e-mail doesn't exist anymore and everything he do mails are going to wrong mail. I have all serials to transfer hardware and software to my account but I don't get any contact with Native Instruments support. Shame on you Native Instruments for your bad support. I have for over €2000,- even more of hardware and software I use only Native Instruments. And now I need support and it's not possible.
😡😡
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Yeah im feeling your pain guys, I have no way to contact NI support after re-booting my computer and reinstalling traktor s8. The software works but wont connect to the hardware…… What do I do so frustrating
NI how do we contact you?
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I see that my colleagues got back to you yesterday. I understand the frustration but please note we're in the middle of a big sales special so it affects our reply times. Sorry for the wait!
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It looks like you have problems logging in, if this is the case then click here:
We don't have thresholds but the number of requests can overwhelm the chat system it seems. We'll be working on improving our support contact and journey early next year so I'll forward this experience to our teams. Sorry for the trouble, this was absolutely not intentional.
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Hey all, we're in the middle of a big sales special so waiting times in the chat can be quite long. If you are waiting for more than 5 minutes, an email ticket should be created, you might not being informed about it in the chat so monitor your inbox.
We undertand the frustration and impatience. We'll work on improving the chat and the overall customer care contact options and journey in Q1 2025, so we take note of your reports/complaints/bad customer journey.
Just a little reminder of where to go: https://support.native-instruments.com
And how it works: https://bit.ly/NI_Support_How
And finally if you have issues logging in, then you can use this typeform:
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@Jeremy_NI:
Thanks for getting back to my problem. As mentioned, the issue was not related to any account or password problem. As reported, I could log into my account at any time before or after that "contact procedure".
As it seems, it is a kind of "forwarding" problem, directly related to your additional scripting you're performing when clicking on that "log in" icon. That forwarding didn't work properly (only after about 50 trials). However, Gabriel was taking care already of my support request. So, thank you all.0 -
Since functionality or lack of same could be a browser issue then also try another browser with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser , depending on what you do not usually use)
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I was already thinking about that as well. However, the only active extension in my ordinary Firefox browser was from Malwarebytes which should be hopefully accepted.
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Chat works perfect here with MS Edge and 4 extensions that I have used for a million years. Including the ultimate lockdown AdGuard - that will kill every website doodad - every second of every day.
The key to all of this is two things:
- If you are using any sort of ad blocker - you need to whitelist the entire NI site
2. Be sure to sign into your NI acct from the NI Home page - and stay logged in whenever possible. If this login is engaged - every chat attempt I have tried is all good.
VP
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Both extensions and settings can cause problems. If it is an issue related to browser used then working through here what is the actual issue with the specific browser would take far too much time and also be completely out of what we should deal with in the forum since we have no say on page design.
Best is to try some other browsers with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser , depending on what you do not usually use)
And then if that works then user can trouble-shoot the other browser themselves and then if they want take up the issue with N.I. shopping site support. We can't fix any issues with specific browsers here in the forum anyway.
I have experienced diverse issues with browsers over the years myself but it would also be completely out of scope of what we do here to start discussing the qualities of specific browsers. My own recommendations are my best 'qualified guesses' based on own experiences combining more factors. I can not guarantee that what I suggest will always work but provided that the the browsers are used with no extensions and all cookies accepted then if the issue is a browser related issue there is a good chance that at least one of the browsers that I suggested will work.
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