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N.I. Have not responded

Scottlaing10

Case# 4885311

The usb port became faulty a few weeks ago so I submitted a support ticket to be told I needed to send to NI for repair/replacement. I was asked to send my personal details and info which I did immediately however I have not had anymore response even after submitting another message.

The only response I have had is from Howard@NI weeks ago. Have I been overlooked?

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PoorFellow

Case# 4885311

The only response I have had is from Howard@NI weeks ago. Have I been overlooked?

@Jeremy_NI , this appear to need your connectivity 🙂

BIF

https://community.native-instruments.com/discussion/50909/n-i-have-not-responded

As indicated by @PoorFellow 's response and tagging of Jeremy, somebody will engage soon.

But bear in mind that today (Monday, 5/25) is a holiday in the US and Germany (different holidays, same day). You may need to wait a bit longer for a response.

Jeremy_NI

@Scottlaing10 I've escalated your request, someone should get back to you soon. Sorry for the wait.

Scottlaing10

Thankyou all

Scottlaing10

@jeremy_NI unfortunately no-one has been back in touch with me. I have currently been unable to use my controller for about a month now and as there is nowhere official in UK to assess/repair so i am in limbo despite answering the relevant requested information to @howard_NI on May 14th.

Its as if ive just been dismissed without explanation and its costing me money as ive had to seek an alternative for events I have had and continue to

Jeremy_NI

@Scottlaing10 Sorry to hear that, trying to get some clarity on this. Someone should get back to you soon, sorry for the extra wait.

Scottlaing10

Thankyou @Jeremy_NI This is extremely frustrating so the sooner I can get things rectified the better

Jeremy_NI

https://community.native-instruments.com/discussion/comment/263574#Comment_263574

Frustration is totally understandable. again, sorry about the time it's taking. I believe my colleague got back to you.

Scottlaing10

@jeremy_NI someone has finally got back to me today however they have totally contradicted what i was previously told. Ive had to wait a month to be told that pretty much NI cannot hrlp me even tho i was told last month to send the unit in for repair/replacement.

I have a faulty USB port that no-one in UK can fix as they all say I need to send to NI and now NI are saying they cant fix it as dont have the part. The customer services/after sales are nothing short of atrocious here and I am now on the lookout to switch back to Pioneer.

@Jeremy_NI

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