Is there any reliable way to get support?

TammuzRa

I drove 1.5 hours and purchased an S88 MK3 from Guitar Center in Fredericksburg, Va on Saturday. It was sold to me as new, boxed, with all contents intact. I went to add the serial number to my Native Access account and it said the serial number is already associated with another account. I contacted the store, who said they didn't know how that could happen because it's new.

I opened a case with NI support on 3/29 that included a photo of the serial number from the bottom of the unit, a picture of my Guitar Center receipt, and a picture of the serial number card included in the box.

This morning, my NI support case was updated basically repeating the subject of my case and requesting the documents that were already attached to the case. I have responded and asked for updates, with no responses all day. I paid the price for a new unit, but have had a terrible experience thus far.

Is there anyway to escalate or get common sense assistance?

TammuzRa

My case got resolved this morning. I have to say, the Komplete Kontrol S88 MK3, when fully operational is AMAZING.

maniacintosh81

Was the box still sealed with stickers? As that unit is already registered to another account usually someone must have opened that box to get its serial.

Had two hardware transfer tickets with NI support last week. Both were resolved within less than 24 hours by NI support. But had no weekend like in your case and both were real second hand buys.

TammuzRa

Yeah, it was sealed with a little envelope with stickers and the registration card. I'm still waiting…

TammuzRa

I even opened a new support case today. Nothing. It's not a good look.

PK The DJ

From what you've said, it's hardly Native Instruments fault if Guitar Center resold a returned unit after someone registered it.

Search the forum for "Guitar Center" and you'll see multiple posts from people who've had similar experiences with G.C.

TammuzRa

I don't fault NI for Guitar Center's screw up. I fault NI for getting a support request on Saturday, with all necessary documentation, and still not responding by Monday evening.

Vocalpoint

https://community.native-instruments.com/discussion/comment/219318#Comment_219318

NI Support does not work on the weekends.

That is what it is. They will get back you.

Patience wins the day.

VP

TammuzRa

My case got resolved this morning. I have to say, the Komplete Kontrol S88 MK3, when fully operational is AMAZING.

mrjackster

I can't figure out how to even initiate support now. The link to the typeform has gone, there's no chat / help icon button right, there's no way of going via support on website to a 'this didn't fix my problem' and there's no 'contact' section on the website.

What's happening?! Any help appreciated.

BIF

https://community.native-instruments.com/discussion/comment/222627#Comment_222627

It's not difficult if you can read. But being CAPABLE of reading isn't enough on its own. You have to actually read.

Main site > Support tab > now you get 3 tiles:

• Purchase & Account
• Native Access
• Product Support

Choose one of those and click on it. I clicked on "Product Support".

Now you get more tiles:

• Maschine
• Kontakt
• Traktor
• Kontrol
• All other products

Also on this page is a blue button labeled "Hardware Repairs". I clicked on "Kontrol".

Now there is a list of about 10 or 12 "popular topics", each with its own hyperlink. Making believe that I have a probllem not listed among these, I scroll down.

Scrolling all the way to the bottom of the page, I see a picture of a Komplete Kontrol MK3 unit, with a button beneath that labeled, "Log in to Contact Support". I click on that, and I get the standard signon dialog.

Be sure to use your Native ID…if that is separate for you from the forum ID, then be sure that you use the Native ID's password, or you probably won't get any farther.

I sign on, and what appears to be the same page…re-opens, but this time, the chat dialog also opens. This is where you use your written words to explain your problem. As far as I know, most of the support team is now US-based, so English is the language to use. Yeah, I know…it's a shame that they no longer accept ancient Cuneiform or Cyrillic.

If the chat bot can't solve your problem, then eventually, the chat will ("should") open a ticket for the tech support team. Now you just have to wait for them to respond to your issue in whatever way is indicated on the screen.

That is the way to do it. No, you can't just "ring them up" on the telephone like you can your sweet old Aunt Gertie. Besides, Aunt Gertie is getting hard of hearing in her old age, and she would prefer that you send her an email; she just hasn't had the heart to tell you. 😏 No, you can't send them a telegraph or smoke signal. And the old way of communicating along the Great Wall in China (lighting fires in the watchtowers) isn't accepted either.

If you are not contacted (probably by email) within a reasonable amount of time (a couple of business days), then you can open a post here on the forum and somebody will see it and tag an NI person. Sometimes chat tickets get bogged down somehow, and just need a good swift kick to get them moving along.

I hope that helps!

Sunborn

https://community.native-instruments.com/discussion/comment/222627#Comment_222627

"there's no chat / help icon button right"

Chat/help icon button is there.

If you can't see it, is because you are using an ad-blocker in your browser. In this case, please disable it for the NI support and refresh the page.

Note: You have to be logged-in first before you can see the chat.

For anything else, do as BIF advised you above.