Nonexistent Customer Support

CillerPills

I get it, it's holidays, but I've spent over $4,000 on this company over 15 years and they reward me with not letting me access my purchased software. I recently purchased a Used Micro Mk3, the serial number was scratched off so I couldn't even register it. So I purchased the Maschine Mk3 software online, and that worked fine. Yay. I then wanted to upgrade to Komplete, so according to this link on their website: (redacted as they won't let me post a link just look up valid upgrade paths to Komplete 15 Standard.) Maschine MK3 Collection as well as Komplete Select are valid upgrade paths. Well, I purchased the upgrade. Native access says I don't have the valid underlying software. Okay, I'll try purchasing Komplete Select since that's included on the upgrade list? Nope, Still doesn't work. Now I've spent as much money as It would have been to just damn near buy Komplete Ultimate, and these guys still haven't even answered a single one of my tickets. I have 3 tickets open by the way, and I'm going to keep blowing up these forums until they answer. It is completely unacceptable for a company of this size to not have support people on hand, and instead force you to go through AI chatbots and forums to get support. I likely won't go back to NI for music gear again after this is resolved.

CillerPills

https://support.native-instruments.com/hc/en-us/articles/209597509-Qualifying-Base-Products-for-Komplete-Updates-and-Upgrades

PoorFellow

https://community.native-instruments.com/discussion/40548/nonexistent-customer-support

I have 3 tickets open by the way

Completely impossible to tell anything from that statement since you do not tell when made and how far between.

I'm going to keep blowing up these forums until they answer.

Please do not do that , all it will earn you is a limitation in your ability to post or that you will be banned depending on severity of transgressions. But upfront :

Please do NOT open duplicate discussions on same topic and do not cross-post content !

Community Code of Conduct - Please read before posting : Keep It Tidy .Don’t cross-post the same thing in multiple topics.

CillerPills

Are you trying to intimidate me? Lol wow.

3 tickets, one on Sunday, two yesterday.

lord-carlos

That is 2 business days. I think they recently had a sale and still a backlog fromt that.

PoorFellow

https://community.native-instruments.com/discussion/comment/200510#Comment_200510

Are you trying to intimidate me? Lol wow.

Actually then I were responding to your threats against the forum , quote : "I'm going to keep blowing up these forums until they answer." , and I were trying to be kind in as much as that it neither helps you if you threaten the forum nor will it serve you to try to act out these threats.

3 tickets, one on Sunday, two yesterday.

We don't even know if support actually worked on Monday the 23rd , but even if they did then , as already pointed out by lord-carlos , that would amount to that two workdays has passed including today. And since there is already a sale going on then you have to expect delays.