Need help with a support ticket

ManoVarunKumar

Hello,

Can anyone from NI help me out with my M+ support ticket, I have a this ticket open since a month now, I’ve made the payment for the RA, but so far no update on the shipping label, can anyone help me expedite this process so I at least get some response back from the rep, current cadence of responses on the ticket seems like one message every week, and I’ve been playing this waiting game since 1st week of January.

Blindeddie

tagging @Matt_NI

jt maher

https://community.native-instruments.com/discussion/808/need-help-with-a-support-ticket

this return process can take some time! FYI took me over a month to get back a new mk3 (pre-covid) after my first one stopped working. Be prepared to pay extra if it’s out of warranty just a heads up! After about 3-4weeks of silence I started making a scene, letting them know wherever I could type that this was unacceptable! Don’t worry though Matt will come through for you just have some patience. Though, with this whole manufactured supply chain crisis, and the way things are with shipping. I would be dreading dealing with a RA process right now. Be prepared to wait a few months possibly… it could take that long.

Matt_NI

@ManoVarunKumar I just escalated this and I'll keep an eye on it for you 🙏

ManoVarunKumar

https://community.native-instruments.com/discussion/comment/4610#Comment_4610

Thank you @Matt_NI ,Please let me know if you want me to share the support ticket number. I hope the rep at least replies to my messages rather than just ignore me for 10days straight.

Matt_NI

https://community.native-instruments.com/discussion/comment/4661#Comment_4661

I can find tickets directly from here and I'm waiting for the team to log-in from LA to make sure it's done today.

ManoVarunKumar

Thank you for the support @Matt_NI , really appreciate the help!