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Is it normal to wait 7 days to get a reply on a ticked?

Real Wappy

I bin having trouble getting my Massive out of demo mode I bought Komplete 26 Ultimate and the Kontrol S61 MK3. And almost everything works fine except for Massive. I have contacted support at 27/5 and we were trying to get to a solution. but after me not reply for a day I didn't hear back from NI (Neal). So I made a new ticked and I got the the AI reply and did reply. That didn't help and haven't hear from NI after that and it's bin a week now. FYI

My products are showing as demo in Native Access – Native Instruments

doesn't work for me

I don't know what to do now?

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mykejb

Normally if you reply to the initial AI responses saying it didn't help your ticket gets passed to a human. If you post your ticket numbers here then @Jeremy_NI might be able to take a look for you. Only post the ticket numbers, no other personal details please :)

Jeremy_NI

@Real Wappy Sorry for the time it's taking. Your ticket was already escalated to a more specialised agent on Friday, they should get back to you as soon as possible. We have a lot of requests to process at the moment. Thanks for your patience.

nightjar

https://community.native-instruments.com/discussion/comment/264366#Comment_264366

Perhaps there is a transition of NI support shifting to inMusic? And hopefully a good improvement to response times after transition?… and maybe some things can't be said (yet)?

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