is Customer Support avoiding us?

J. Alba · 2025-01-18T00:56:16+00:00

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Native Instruments Support,

I have submitted three support tickets regarding the same issue without resolution. I recently purchased a Used MASCHINE MK3 and an Open Box KONTROL S61 MK3 from Guitar Center. Unfortunately, I am unable to register these products because they are still registered to previous owners who failed to deregister them.

I have already provided proof of purchase from Guitar Center and clear photos of the serial numbers on the back of both units three separate times, as requested. Despite this, the issue remains unresolved. The AI chat support has been unhelpful, sending me in endless loops without providing a solution.

I am extremely frustrated by the slow response times and the repeated requests for the same documentation. What could be resolved in a single phone call is dragging out over days of back-and-forth emails. How many times do I need to submit the same proof of purchase and serial numbers?

literally days without resolution. If this issue is not resolved by tomorrow I guess I'll have no choice but to return the products to Guitar Center, let them know to be were of selling used NI hardware and sharing my experience in social media to warn others about this experience and Native Instruments' poor customer support. This level of service is unacceptable, especially considering the high cost of your products.

Is anyone else experiencing the same??

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Comments

red_nick

Why have you submitted three separate tickets for the same issue? Do you not think that will delay it?

Milkman

https://community.native-instruments.com/discussion/comment/204567#Comment_204567

Oh no, right, they should just sit and twiddle their thumbs while their money is tied up in non-working products, yes.

Customer service (real, human service) is much slower now by design, like with many other brands today. Remove real people, replace with scripted ("AI") plugins, and away we go. As long as people keep putting up with it, that is.

J. Alba

I’ve had to open three tickets because the AI chat support continuously repeats the same cycle. It asks for proof of purchase, and once I upload it, all communication stops—leaving me wondering, "What’s next?" There’s not even a confirmation message like "Thank you, we received your information, and someone will follow up."

When I try to follow up by typing "Hello, is anyone there?" the chat restarts as if my previous submission never happened. The AI chat system is extremely frustrating and clearly needs significant improvement. Additionally, there’s no option to speak with a real person for proper assistance, which is unacceptable considering how much we pay for these products.

PoorFellow

https://community.native-instruments.com/discussion/comment/204580#Comment_204580

I’ve had to open three tickets because the AI chat support continuously repeats the same cycle. It asks for proof of purchase, and once I upload it, all communication stops—leaving me wondering, "What’s next?" There’s not even a confirmation message like "Thank you, we received your information, and someone will follow up."

If you opened a ticket then the chat bot should tell you that you have done so and at very least then you ought to get an email confirmation confirming that you opened a ticket. And if you got a confirmation (?) then there should be no need to open more tickets.

When I try to follow up by typing "Hello, is anyone there?" the chat restarts as if my previous submission never happened. The AI chat system is extremely frustrating and clearly needs significant improvement.

Completely agree that there is a lot of room for improvement.

Additionally, there’s no option to speak with a real person for proper assistance, which is unacceptable considering how much we pay for these products.

To the extend not too busy then there ought to be chat support available within normal work hours on work days. Alas that is the closest you get to speaking with a 'real person'. N.I. also have a Customer Care person working in the forum at workdays but alas neither he nor support are available in the weekends. In the weekends then all there there is in the forum is other users and Moderators who are not N.I. employees and do not have system access.

Anyway , if you have purchased something from a recognized seller such as "Guitar Center" then personally I would not expect for there to be any real problems getting things fixed since you both have receipts and pictures of serials of bottom of devices and a sure provenance. As a Moderator I have zero say in any such matters but I think that things ought to be able to be squared between you, Guitar Center and N.I. , it might take a little while but you ought to get there.

If you decide to keep the units then respond here and I will call the Customer Care employee to check up on your ticket progress or lack of same next week.

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

J. Alba

@Poorfellow anything you can do to help will be appropriate. I love the units but I can’t stand the painfully customer service

PK The DJ

The correct process is to submit one ticket, providing any information requested, then wait for a response. Have some patience. You mention "literally days" - how many days? Were you expecting a response in seconds? Minutes? 🤔

Considering today is Saturday (and tomorrow is Sunday so you will not get a response), then apparently you'll have "no choice" but to return them. 🤷‍♂️

The main issue here is with Guitar Center reselling registered products.

J. Alba

@PK The DJ

Correct, you’d think one ticket would be enough, but the way their AI chat works, there’s no confirmation or validation—no simple “We got it” message. And yes, I did get an email asking for the same information the chat already asked for three times. So what’s the point of the chat if I have to repeat the entire process? That’s exactly why it feels like a waste of time and lack of effort. Feels like only two people are running the entire operation here,

If their customer service put in half the effort you’re putting into being an internet troll, my issue would’ve been resolved by now. Even smaller companies have real people handling support, yet here I am dealing with the usual troll that rather shame someone with honest questions than write about solutions.

So Excuse me for wanting to buy gear, bring it home, and actually use it instead of jumping through hoops just to make it work. Very frustrating if you know what I mean.

ALDREAD

https://community.native-instruments.com/discussion/comment/204681#Comment_204681

tbf , I opened one Wednesday night at 7pm and someone got back to me the next morning , it resolved my issue , I replied to say thanks , and someone replied to that today (sat) , I’m in the uk don’t know if that makes a difference.

ALDREAD

I had the same thing , where the ai was unresponsive, so I typed hello and it restarted, 2nd time it went through , I’m sure the bot told me an email had been sent as it was out of hrs , then I got an email confirmation with ticket number

Coincidentally, my earlier chat had also been logged with 2nd attempt

J. Alba

@ALDREAD thank you.

ALDREAD

https://community.native-instruments.com/discussion/comment/204681#Comment_204681

yeah the store should sort it out when the item gets returned.

PK The DJ

@J. Alba nobody's trolling anybody. I asked you some questions, but rather than answer, you start name calling.

When did you first contact support? How many (working) days have you waited?

You're new around here so maybe you're not aware of the sheer amount of posts made by people asking where support is (main site, click the link) or why they haven't responded, when it's either the weekend or a national holiday.

People commonly don't state when they first contacted support or how long they've waited. They just moan.

PoorFellow

https://community.native-instruments.com/discussion/comment/204674#Comment_204674

Had I had any access to do anything myself I would have done so already but as a Moderator then I have no N.I. system access. Again then for what it is worth then my opinion is that with the provenance of the units ("Guitar Center") then I think that there ought not be any real problem and that it is just a matter of getting things sorted. Of course this is only my opinion.

What I can do is to call for @Jeremy_NI and ask if Could you please help J. Alba get connected with customer service to get things with the registration sorted ?

J. Alba

here we goes again, They send an email with a link on how to register units. seriously? Do they even read the emails or the chats? ****** this man. Never again NATIVE INSTRUMENTS after the 2k i'vespent with this ****** in software alone, are you kidding me!?

AdelV

https://community.native-instruments.com/discussion/comment/205005#Comment_205005

Hey man, sorry to hear that, sometimes support guys are trying to close things fast and maybe that's why this situation is.

Maybe @Jeremy_NI can help somehow.

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