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What’s going on with the NI support team lately?

MarcosSs

What’s going on with NI support lately?

Do you think letting some of the old staff go has affected things? I’m definitely not the only one having issues with their systems, and honestly I’m starting to get worried about my account and my products.

Then you contact support and all you get is “someone will get back to you soon.” But when? How long are we supposed to wait?
I’m not trying to complain, but when your account and licenses are involved, this is getting pretty worrying.

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Accepted answers

Jeremy_NI

@MarcosSs There are a lot of requests to process at the moment, part of it is due to the migration to inMusic support. The reply times are longer than usual. We kindly ask for your patience. I can see your request, my colleagues will get back to you as soon as possible.

There are also issues after the migration to our webshop to Shopify that can affect some customers with their accounts and license transfers. No need to worry, this doesn't affect your products or your serials, our webteam and support are actively working on these topics and things should improve soon.

Nyla

https://community.native-instruments.com/discussion/comment/268550#Comment_268550

I really hope things improve soon as well. Time will tell I guess.

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Jeremy_NI

MarcosSs

@Jeremy_NI Thank you for the clarification. We’ll be patient then. Appreciate the update!

Nyla

Genuinely don't think I will be able to sell my maschine + after the switch to mpc because of the current support situation. Like how long will a license transfer take? The last time I had to deal with support it ended up being a week and a half long ordeal because whoever was in charge of that particular case would only send one email per day no matter how early I responded. And that was just for a simple kontakt license issue inside my plus which was brand new at the time.

MarcosSs

@Nyla

Yeah, I can understand your concern. The current support situation definitely makes license transfers feel more complicated than they should be. Hopefully things improve soon, because having to wait over a week just for a simple license issue is pretty frustrating.

Nyla

https://community.native-instruments.com/discussion/comment/268550#Comment_268550

I really hope things improve soon as well. Time will tell I guess.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/268546#Comment_268546

We have been through a lot of changes in the last months but things should start to improve soon.

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