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S88 Mk3 keyboard repair delay and lack of contact from Native Instruments

AMB

My keyboard has been with Native Instruments for a warranty repair for 7 weeks. Over the last 4 weeks I have contacted NI a number of times to ask when the repair will be completed. Apart from an automated response I have had no contact from NI which is very disappointing. Has anyone else experienced long delay times with hardware repairs or is this a normal response?

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PoorFellow

https://community.native-instruments.com/discussion/51167/s88-mk3-keyboard-repair-delay-and-lack-of-contact-from-native-instruments

Apart from an automated response I have had no contact from NI which is very disappointing.

Please notice that when you contact NI support then you will receive an AI auto-response and it is important that you answer this response to let NI know that you still need their assistance. This is also valid in general , if you have a support ticket with NI then always respond to their emails as long as that you still need help , else the ticket will close.

Has anyone else experienced long delay times with hardware repairs or is this a normal response?

Mishaps can happen but we can ask if @Jeremy_NI could please look into things ?.

Jeremy_NI

@AMB Sorry that no one got back to you yet, I've escalated your ticket and someone should get back to you as soon as possible.

nightjar

I suspect NI support is suffering delays due to a shift over to inMusic team.

LinkedIn has had indicated some new jobs elsewhere for some key NI emplyoyees.

Hope things stabilize soon with support being handled at inMusic if this is the case.

AMB

@PoorFellow I did do what you outlined hence my frustration with the lack of response. Thanks for bringing @Jeremy_NI into this

@Jeremy_NI thanks for the escalation - hopefully one of your colleagues will be in touch soon and my keyboard will be repaired and returned back to me.

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