Where the hell is support - Taken my money and reply with pathetic deflection responses !

Who else is having issues with support deflecting emails and then us having to wait 2 -3 days for a follow up. I pad nearly £300 for the Mix and Master download bundle 3 days ago. The order still says In Progress though I have the confirmation mail and the money has gone from my account. Anyone had this issue. Its not appearing in my NI account. I dont have subscriptions. Apols for RANT but I just cant get them to respond and they are hidden away. The AI chat bot needs its 0s and 1s debiting - its useless !!!

Anyone had this issue and any advice apart get a shrink !

Thanks

Greg

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Vocalpoint

If any order says "In Progress" - there is an issue assoicated with it.

Could range from your credit card to address details to any of a number of other issues in-between

When any given NI Shop order is working perfectly - the whole process should be concluded within 10 minutes. I snagged Absynth 6 and a couple of Massive X preset libraries a day or two ago - and both simply flew through the system.

Unfortunately - only NI Sales can clarify your issue. They are massively busy with all the sales action right now - but they will get back to you.

And yes - understand that it is frustrating - but all you can really do is wait it out.

Upside - there are some NI folks in here as well - and if your item needs escalation - they can probably handle it for you.

Jeremy_NI

Hey @Greg_P we're in the middle of the biggest sales special of the year so our reply times are affected. SInce you have now the option to submit a ticket, it's not necessary to deal with the chatbot anymore.

I see that you submitted several requests yesterday and today. My colleagues will get back to you as soon as possible. You received auto replies as this is the workflow at the moment and this reply includes the most common issues, this actually helps a lot of customers to have a faster resolution. However that doesn't work for everybody, of course, so once you reply that didn't help, one of my collegaues will get back to you. We understand the frustration but creating several tickets for the same object only slows down the whole process. No worries we will take care of it, thanks for your patience on this.

Greg_P

@Jeremy_NI

Thanks for the reply Jeremy but you need to do better - staff up for your busiest period… dont leave customers waiting like this - You expected this busy period… No Excuse - 3 days no solution when I have paid is not acceptable.

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