Why is it that whenever I use NI customer support I want to punch a wall. Its an absolute joke.
No one answers the live chat even though no one is in the queue, I cant raise a ticket anywhere.
@necroscope
My advice to anyone into (or getting into) music ON Windows in the future is to never (ever) use Windows Reset on a machine with active software installations present - with any expectation that all will be well on the other side.
This process is extremely complex and despite it's "cutesy" end game (displayed in that dialog box by MS) is very destructive and would never be subjected to real world Q&A by any vendor - including NI.
All these products are known good by tens of thousands of us on Windows 10/11 - as long as the rules are adhered to (a correct, up to date and stable OS installation) followed by normal installs of NA and all the requisite products one owns.
Unfortunately - you may actually have an environment now that is unsolvable by any support team - leaving you with just one option - a bare metal clean install of Win 11 and a reinstall of your required product.
VP
I've reviewed your case. Communication could be improved on our side on this case, so an expert will take over, just to speed up the process. There is nothing here requiring to speak to a manager. Communication could also be improved on your side. My colleagues have proposed some troubleshooting steps and you haven't been that cooperative. They are proposing steps to either help you or narrow down the source of the issue, there are some more complicated issues that just require more time for investigation. You also only mentioned the Windows reinstall with the option to preserve data only yesterday, more than a week after your initial request. So maybe you could use some of this energy to provide more accurate feedback, screenshots, etc…instead of asking for escalating to a manager, it seems that you wanted to complaint to a manager more than 30 times already in the last months for various reasons. Frustration can be understandable and sometimes we do ask for patience and understanding, aggressivity does not help anyone.
Theres a special place in hell for people like you, though you'll get to share it with their customer support.😍
You're right, I should have been more accurate:
You have had 52 requests, a lot of times you created multiple requests about the same issue, slowing the process even more.
I meant 9 times where the object of the request is to complain to a manager. In some others you just complain but no specificly to call a manager.
God only knows why people like you choose customer support as a career, you are definitely not a natural.
I think I've been helping quite a few customers on the forum over the years and before that in tickets, maybe you should spend a more time here to check it out. My colleagues also help hundreds of customers every day. This kind of personal attacks does not show you in your best light.
To answer your title question:
By contacting support and using the live chat or opening a ticket 😂😂😂
Sorry…I couldn’t resist ☺️
Anything in particular you need help for? Apart from contacting support, which @LostInFoundation already helped with 🤣
Have you mentioned this to support?
I reinstalled windows on my pc but did the option to preserve data.
Please read the following: My Native Instruments Product does not work after using Migration Assistant / Time Machine / Carbon Copy Cloner (Mac OS)
That would be helpful to explain to them what/how you did it exactly.
I have explained a lot of things but going off the replies they are not reading my messages. Unfortunately there is a need to escalate this as it is not being handled properly.
Part of seeking support is to promptly reply to support including clearing up and pointing out any misunderstandings there may exists or arise , and also reply and tell support when what was suggested did not help. Simply keep the communication line open and attended to.
Also I don't know why you posted that link for MacOS when I've said Im using Windows?
Jeremy_NI is simply referring to the general principle of the matter , he also refers to a Windows registry cleaner article to explain why people should not use CleanMyMac. Part of this is a lack of support article that fits perfectly , so Jeremy_NI uses what in his mind is second best , something that gives the general idea though is not the perfect fit.
Jeremy_NI is an extremely accomplished Customer Care specialist but is very busy so please forgive him if the referred article was not a perfect fit for the OS reset issue.
P.S.
The Windows registry cleaner article recently got added a mention of the CleanMyMac. Maybe at some point the Mac TimeMachine article will get a mention of the Windows OS reset. (N.I. only rarely sees issue because of this which is most likely why there exists no help article that I am aware of)
"@Jeremy_NI , I think that you are the only one able to respond to this "What does that comment mean? Why do you think I've come on here and also responded to every email I've been sent by support? Could you please escalate this to a complaints manager as this is unacceptable.You may want to look at your companies Trustpilot rating.
"@Jeremy_NI , I think that you are the only one able to respond to this "
What does that comment mean? Why do you think I've come on here and also responded to every email I've been sent by support? Could you please escalate this to a complaints manager as this is unacceptable.
You may want to look at your companies Trustpilot rating.
Sorry for using the post quote function , I merely wanted to call for Jeremy_NI while at the same time inform him of the question.
I can not escalate anything in as much as I am not a N.I. employee and the only N.I. staff here in the forum that can help are the community Admins and Customer Care employees such as Jeremy_NI . (I myself am a forum Moderator not an Admin)
As far as Complaint Manager then I don't know who is or if the position exists within N.I. .
If you are unhappy with the help that I try to offer then alas all I can do is to desist from trying to assist.
Also then if you have any software and plugins activated with an activation limit then remember to deactivate before removing OS. My advice earlier about using drive image based backups are also valid here. Since if you take a backup of that which do not work and then later a backup of that which works then then you can swap back to deactivate if you forgot and then reload your new OS installation. Backups are a great thing to have if used wisely. Also these days with NVME attached storage then if you have more NVME drives or at least NVME for system drive and then fast SATA attached SSD then backup time can be drastically reduced. I have a family member for whom a full backup is done in less than 10 minutes, of course backup times not only depend on drive speed and CPU processing power but also on the size of the installation . I always recommend to put e.g. 'content' (samples and libraries on a secondary drive) while keeping plugins and applications on system drive.
I HAVE TOLD THEM ABOUT WINDOWS RESET! The problem is the person I am dealing with isn't reading my replies, how many more times do I need to say this? How can you get me connected with NI with the attitude that Jeremy_NI has shown, he has been utterly useless and treated me with contempt because I had the audacity to complain?
The fact there is no escalation procedure or someone you can contact when there are difficulties shows how little they care.You are left banging your head against the wall of a McJob attitude.
Have you read their Trustpilot reviews? Why don't they respond to them? That tells you something.
Every time I have an issue with NI the attitude it the same. I appreciate you're trying to be the voice of reason here but you cannot tell me I have been trusted fairly. I have dealt with Ableton, Spitfire Audio and Reason Studios who are all leagues ahead with how they treat customers. My one advice to anyone getting into music in the future is don't get involved with NI, I regret it.
Everything that has been mentioned here has been done and nothing has worked.
I understand that Jeremy_NI may be very accomplished but he hasn't been any help here.
Is there a simple way of completely removing all then NI stuff from my computer so I can start again?
I appreciate your help here but I would have thought Jeremy_NI would have escalated this to someone senior in NI by now. I'm not asking for special treatment, just to be able to use what I have paid for.
PoorFellow, what are you saying here? All Jeremy has demonstrated is a contempt for a user trying to get a solution to a problem. That last comment by him sums it up totally.
I have not said anything about being unhappy with your help, I've just pointed out how little NI seem to care about customers.
