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Why is tech support so bad?

AwkWord-O

I purchased the upgrade to Maschine 3 for my Maschine MK3, and it's stuck in demo mode. I have submitted two support tickets and have NOT heard back from support. This is not how you do business NI! Tech support must be good or the product is worthless.

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Maschine MK3

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DunedinDragon

A lot depends on WHEN you submit the ticket bearing in mind support doesn't typically respond on weekends and they work in a very different time zone from us here in the US. However, if I'm patient bearing in mind these factors, I've never had a problem they didn't eventually respond to as long as you ensure you check that your email system didn't dismiss their response to spam or something.

If nothing else someone from NI will eventually respond to your message here and follow up to ensure it gets addressed. Patience is the key.

PoorFellow

https://community.native-instruments.com/discussion/50326/why-is-tech-support-so-bad

What DunedInDragon wrote : Support do not work weekends and it could take a few workdays to get a response.

Also , if you got a ticket confirmation then please do not open more tickets , it only serves to create confusion and further delays.

When did you open your ticket ?

Jeremy_NI

@AwkWord-O As others mentioned here, our offices are closed on the weekends. I can see your request from Saturday. My colleagues will get back to you as soon as possible, most probably today.

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