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Opened Ticket - Was hoping to get this working before the 4th

KansasKMP

I put in a ticket to get this S/N transferred to me so I can use this new MIDI controller. It was a DEMO by Guitar Center. They had to register it to get it to be used in a store. It was sold as NEW and you can tell it was never used for more than just turning on. I need to the S/N or license released so I can register it and use it. My ticket # is #4914469. I was a bit shocked that I couldn't use this and I had hoped to get it up and running before the 4th of July. Is there anyone from NI that can help me escalate this ticket? I have submitted all of the documentation that NI needs. Thanks

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KansasKMP

Oh, one more thing. Guitar Center doesn't know who registered it at the store so they can't get into the account to submit the transfer request. They haven't been able to help and said to reach out to NI.

mykejb

When did you submit the ticket? You should get a reply from an AI bot called Jonas which you have to reply to before it gets escalated to a human.

As you seem to be on a tight timescale (guessing 250th anniversary celebrations?) @Jeremy_NI might be able to give someone a gentle poke to speed things up.

Jeremy_NI

@KansasKMP @mykejb We're in the process of migrating support to inMusic's portal, as mentioned here. This means replies will be slowed down a little. I'll only be able to escalate it tomorrow or hopefully end of day. Please don't hesitate to ping me again tomorrow.

PK The DJ

I'd say Guitar Center should be taking responsibility for this. If they really needed to register it for demo purposes then they should keep a record of that. Ideally they should have their own NI account for their employees to use. They're passing the buck.

KansasKMP

@Jeremy_NI Thanks, and I fully understand migrating to new systems. Thanks for the message. I am looking forward to using this with all of my NKS plugins. I saw that it had changed to InMusic when I clicked on the support link to try to view my ticket and it moved me to that site.

@PK The DJ I fully agree, and it is stupid that this is the case, but the only solution I was offered was return it and buy one NOT at demo price. I think they partially give this deal because they didn't have the info to unregister it and they figured this is the price cut they have to offer so that someone won't just turn around and take it back to them.

KansasKMP

https://community.native-instruments.com/discussion/comment/264747#Comment_264747

When I went to register the S/N it gave me a link to submit the ticket. I did get an auto response and it told me I could use it without transferring the S/N. I wrote back saying that this isn't the case and I need the S/N freed so I could do more than use it as a dummy MIDI controller. I never received a confirmation of my message from the BOT. :-(

KansasKMP

@Jeremy_NI It is 8:30 PM CST and I haven't heard anything yet. Just letting you know. I know you said I might, but also to ping you. Thanks to you and @mykejb for helping get this moved forward. I hope the system migration went well.

Jeremy_NI

@KansasKMP Your request was succesfully migrated to the new system, you should have a reply soon.

KansasKMP

@Jeremy_NI Thanks for checking on my request. I appreciate the help.

KansasKMP

@Jeremy_NI and @mykejb : I did not hear back from anyone the last couple of days. I was able to see my ticket on Thursday, but now I can't see the ticket in my inmusic support site. I tried the SN and it still doesn't work. I know this is the weekend so it won't be till Monday, but can you please check on this ticket? It seems to have disappeared. Thanks.

KansasKMP

Good morning/afternoon/evening depending on where you guys are located. @Jeremy_NI and @mykejb. I have not heard anything from NI, and I was hoping you could help me push this forward. I hope this wasn't a bad idea, but I submitted a new ticket from my new InMusic account that the system made me create. I tagged the old ticket in the new ticket. The new ticket is #810600. I wanted to have some tie from my InMusic account to that ticket. I am sure this is just because of the transfer, but it was weird that this ticket just went away. If you can push or flag either of these to get some attention that would be greatly appreciated. I know the holiday in the US didn't help either. I didn't want to bug you guys after we missed getting this done by the 4th of July. Now that it is the 7th, I felt it was ok to try to get some movement on this request. Thanks again for your help.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/265080#Comment_265080

Bumping my colleagues one more time. Hopefully someone gets back to you tomorrow. Hang in there! And our apologies again!

KansasKMP

https://community.native-instruments.com/discussion/comment/265082#Comment_265082

I fully understand that this will take time when you change a system. I appreciate that I am talking to someone. That gives me hope. I appreciate it.

Jeremy_NI

@KansasKMP My colleagues took care of your ticket this morning. Thanks for your patience on this.

KansasKMP

@Jeremy_NI and @mykejb : I am so grateful for your help. Thanks again for everything you both did. I really appreciate it. Everything seems to be working fine. I just registered it to my account. Have a great day.

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