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Support stonewalls me. What do I do?

Mykologi

Hello,

I have recently purchased the Maschine MK3 violet 25 yeee anniversary edition for my daughter (New Old Stock), and activated the serial on the NI webpage, however, I did not receive maschine 3.0, as stated that u should receive (since this product was purchased and activated after November in 2024, it was purchased and activated three days ago). I contacted customer support about this and an issue I had with activating the vouchers I got, and received an answer from ’Jonas’ with a template telling me to contact them after trying what I already described that I had tried. I pointed this out, and 24h later I received a response, telling me random troubleshooting steps for MacOS users.

This is the conclusion of the second day with ’Jonas’ blocking access to my hardware through software licenses not being activated on my account. I do not process any of the massive or komplete sets, as should be delivered with the hardware. What do I do?

Kind of distressing since I am standing here with my daughter that wants to use the hardware.

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Jeremy_NI

Hey @Mykologi Sorry to hear you are having difficulties with our support portal. The replies you got so far are automated ones, the 1st reply is most of the time automated, to give the most common issues a quick possible solution. As mentioned in the reply, if this reply didn't help you should reply, then a real agent gets back to you as soon as possible, so the replies are not as fast as the automated ones. I know it should be clearer, this should be addressed soon. In the meantime, no need to create other tickets, it will only generate more automated replies. I found your oldets request from yesterday (4880728) and escalated it, a specialist should get back to you soon, they have all the necessary tools to assist you, which I haven't. Thanks for your patience on this.

PK The DJ

@Jeremy_NI why is this Jonas name even being used in the responses? If it's an automated AI response, tell the customer. Don't hide the fact behind a human name.

mykejb

Personally I think Jonas is an acronym for Jeremy's Own Next-gen Assistance Service

LostInFoundation

…or Jeremy Only Noodles Around Supporting.

Jeremy Only Nevertheless Always Supports

Jeremy Opinion Needed About Support

Jokes apart, I took the occasion just to come here to say one thing, once more:

THANK YOU @Jeremy_NI !

Although we don’t always agree, you are the ONLY friendly NI face always there for us. Being it giving us help or managing our complaints, you never hide.

To the eventual new owners of future NI: more Jeremys between your lines (and more money for Jeremy’s excellent work)

LostInFoundation

@Jeremy_NI trying to edit my previous post, I noticed that tagging someone while editing a post is still not working (if you want to report it again to the provider)

PoorFellow

@LostInFoundation ,

As a workaround then prior to editing your post then on a refreshed page (same or other page , doesn't matter) go to to the 'Leave a comment' field .

In the 'Leave a comment' field make a number of spaces using keyboard 'space' .

click middle of spaces and type the AT sign as you normally would.

This will allow you to generate your ping/tag of the person

Having the spaces before and after will then allow you to select and cut/copy the tag text

Then paste that into your edit of your post

Pasting the tag text will show another editor quirk and you will have to use more clicking or arrow keys + back space to get things into place…. To get the tag text into place you might have to somewhere above/before text , then move cursor to right before tag text using arrow keys and then backspace text into place.

I will do an edit your post above to demo that it can be done rather simple once you know how ! But yes , using this text editor interface takes some getting used to.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/261535#Comment_261535

Yes, there will be a disclaimer these are automated replies in the near future to avoid this kind of misunderstandings.

PK The DJ

That's good news 🙂

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