Why is there no support for NI products?

At first the program ran beautifully. No longer. NI products now fail to load. The problem seems to be with Komplete Kontrol (but I'm not too sure about that). My issue with NI is that, after seeking help from their (useless in my opinion) chat-bot, and being escalated to an alleged human support person, I've heard NOTHING! It's been weeks. I did receive a message stating that it was being sent upline, but again, that's been weeks. Then, it was deemed "closed," even though nothing had been addressed! Here's the email clip:

Hello Phil,

Your request (#4614367) has been deemed solved.

To comment or reopen the request, please reply to this email.

Best regards,
Neal @ NI

NATIVE INSTRUMENTS Customer Service

Obviously, NI has no desire to support their products. I highly recommend to NOT USE NI (I certainly will never buy NI products again!).

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PMP

**UPDATE** I want to thank Jeremy at NI for resolving the problem. Perhaps I overreacted with my comments. The program works as designed and I'm very happy with help I received from NI — specifically, Jeremy. He guided the process of fixing the issue in a clear way, was very apologetic on behalf of NI regarding the delay in service. I admit, things do happen that are unintentional; sometimes things do get dropped. Thank you, Jeremy (and NI); I look forward to using NI products off into the future!

—PMP (Phil)

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Vocalpoint

Sorry you had a bad support experience - and I am sure you will get some additional followup on Monday but you could consider letting us know what the issue is (or was) maybe someone out here can help.

PoorFellow

https://community.native-instruments.com/discussion/47647/why-is-there-no-support-for-ni-products

Your request (#4614367) has been deemed solved.
To comment or reopen the request, please reply to this email.

N.I. close tickets if they do not receive a user response when needed. So this suggests that you did not respond to something that N.I. sent or that you for some reason have not received their email and that you did not respond for that reason.

All we can do is to ask @Jeremy_NI , could you please look into this mishap ?

Jeremy_NI will not be here before Monday or later. If you want people in the forum to try to give suggestions then you should provide all the details as already suggested by VocalPoint.

Jeremy_NI

https://community.native-instruments.com/discussion/47647/why-is-there-no-support-for-ni-products

Hey PMP, I'm terribly sorry, I'm not sure what happened here. I see that no one got back to you after August 21st. I've re-opened the ticket, will ask you for our support tool and forward it to a specialist.

PMP

—PMP (Phil)

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