Does anyone know how to get through to NI for support?

Marc6803
Marc6803 Member Posts: 1 Newcomer
edited January 8 in Komplete General

I've sent messages and I've gotten no responses. I was going to upgrade, but not now. I can't get any support from NI. Any suggestions on how to get through to them??

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Best Answer

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,895 admin
    Answer ✓

    @Marc6803 I can't see a request from you in our system. I'm not ure how you tried to contact us but I invite you to get in touch through the links we provided here.

Answers

  • baridw1
    baridw1 Member Posts: 24 Member

    Welcome to the forum! Unfortunately, many of us have experienced similar frustrations with Native Instruments’ support recently, especially during the holiday period. While their support team is known to operate on a reduced schedule during holidays and weekends, the lack of clear communication can definitely be discouraging.

    Here are a few suggestions to help you get through:

    1. Submit a Ticket: Make sure you've submitted a detailed ticket via their official support portal and received a confirmation email.
    2. Follow Up on Social Media: Sometimes reaching out to Native Instruments via Twitter or Facebook can prompt a faster response.
    3. Check the Knowledge Base: Their website has a lot of self-help resources that might help resolve your issue in the meantime.
    4. Be Persistent: Unfortunately, patience and persistence seem to be key. They usually follow up, even if delayed.

    It’s disappointing to experience this, especially when you’re excited about upgrading your gear. Let’s hope NI steps up their game soon—users like us keep their business alive. Good luck, and let us know how it goes! Hopefully you'll hear back next week when they're back from holiday

  • PK The DJ
    PK The DJ Member Posts: 2,759 Expert

    @Marc6803 you ask how to contact support, yet your post states that you've already done so…

    NI have stated many times that people should only submit one ticket, then wait for a reply. Sending multiple tickets just creates a backlog.

    What were you going to upgrade, and why did you need to contact support?

  • BIF
    BIF Member Posts: 1,206 Guru

    Tagging @Jeremy_NI

  • PoorFellow
    PoorFellow Moderator Posts: 7,328 mod
    https://community.native-instruments.com/discussion/40932/does-anyone-know-how-to-get-through-to-ni-for-support

    I've sent messages and I've gotten no responses.

    Native Instruments will not receive your 'messages' unless that you are in direct chat with them or if you have created a support ticket. Did you create a support ticket ?

    In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,895 admin

    You didn't mention what your issue was but please follow this link: https://support.native-instruments.com

    Make sure you are logged in to your NI account, when in the chatbox, if no agent is available an email request will be created and you'll get an email confirmation. If that can help, please read this: How to contact NI Support

    We’re out of a big sales special and of a big holiday season. This has an impact on our reply times. Rest assured our team is working hard on getting rid of the backlog. My colleagues will get back to you as soon as possible and will take care of you. 

  • PK The DJ
    PK The DJ Member Posts: 2,759 Expert

    For some reason Marc sent me a personal message rather than replying here 🤔

    "I was trying to find out my version as I wanted to upgrade to 15"

    @Marc6803 if you've somehow forgotten what version of the Komplete bundle you've bought in the past, just log in to your account. Everything's listed there.

  • PoorFellow
    PoorFellow Moderator Posts: 7,328 mod

    Adding to what PK The DJ wrote above :

    You should be able to see any serials connected with your account on the MY PRODUCTS, SERIALS,AND DOWNLOADS page , listed as either Not registered or as Registered Products.

    If you have already registered the serial in Native Access using another account that you have no longer access to then you will have to ask Account Support Check this article "I Have No Access to My User Account"

    In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,895 admin
    Answer ✓

    @Marc6803 I can't see a request from you in our system. I'm not ure how you tried to contact us but I invite you to get in touch through the links we provided here.

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