Has anyone else experienced slow customer service response times from NI/iZotope?

I submitted a support ticket 3 days ago for an issue I’m having. A rep (Paul) replied the next day and asked me for more details, which I sent back within 10 minutes. Since then, I’ve been waiting over two days without a follow-up, despite sending additional emails.

This is a bit of a time-sensitive situation for me, so I’m hoping to get it resolved quickly. Has anyone else run into long wait times recently, and is there a better way to get a faster response?

My request # is (4624271) .

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Accepted answers

Jeremy_NI

@Jcgallo We're experiencing a lot of requests at the moment. This impacts our response times. Your case has been escalated to a specialist. They will get back to you as soon as possible.

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Vocalpoint

To answer your specific question - all tickets have a priority and chances are very high that your ticket has been placed behind many others that are currently being worked on.

What is the issue? Maybe someone here can get you a faster response?

Jcgallo

Thanks for the reply Vocal, but it has to do with account and exchange requests etc.

Vocalpoint

https://community.native-instruments.com/discussion/comment/240166#Comment_240166

Gotcha. If it's a sales/product issue - that would have to be handled by support.

PoorFellow

https://community.native-instruments.com/discussion/47637/has-anyone-else-experienced-slow-customer-service-response-times-from-ni-izotope

Sounds as if either your answer got lost or if the answer from iZo/N.I. got lost. It actually happens in between that there are problems with emails getting lost. Of course there could also have been some mishap in iZo/N.I. Support end (like ticket got buried).

Anyway , we have to get the N.I. forum Customer Care specialist to take a look at the state of your ticket. Alas he is not here before Monday or later and we the Mods are not N.I. employees and do not have any N.I. system access. So you will have to wait for Support (do not work weekends either and only works by ticket not in forum) or for Customer Care to get back to you here in the forum with a situation status.

@Jeremy_NI , could you please check state of ticket here ?

Jeremy_NI

@Jcgallo We're experiencing a lot of requests at the moment. This impacts our response times. Your case has been escalated to a specialist. They will get back to you as soon as possible.

Jcgallo

@Jeremy_NI No problem! Thank you for the assistance it really means a lot! @PoorFellow Really appreciate you helping with this too! Gotta love this community! Have a greet week!

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