Was told 24 days ago I'd receive a shipping label for hardware repair. Where is it?

vividd
vividd Member Posts: 5 Member
edited October 22 in Komplete Kontrol

I filed a support ticket for my Komplete Kontrol S88 MK2 as it has some defective keys. I was then told by support that they want me to send it in, and that I would be receiving a shipping label via email shortly. However, it's been 24 days now and I have still not received this shipping label. I have checked my spam folder and every other place, and it is nowhere to be found.

I am disappointed with my support experience and would appreciate this label or a new unit ASAP.

Best Answers

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    @vividd I've pinged my colleagues, someone should get back to you. Our sincere apologies, you shouldn't have had to wait for such a long timr.

  • vividd
    vividd Member Posts: 5 Member
    Answer ✓

    Thank you all for your help, I finally got the label!

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 4,912 mod
    edited February 24
    https://community.native-instruments.com/discussion/26987/was-told-24-days-ago-id-receive-a-shipping-label-for-hardware-repair-where-is-it

    Waiting for an email not arriving you ought to have reminded support after a week at most. Problem here is that it's in the hand of support who you should remind by updating your ticket ! Also the N.I. forum customer care do not work weekends and neither do customer service, meaning no one that could look into this will be available until Monday at earliest.

    I will however put this on my list of suggested todo for customer care ! (I do not work for N.I. and have no say and all I can do is to suggest that this is being looked into !)

  • vividd
    vividd Member Posts: 5 Member
    https://community.native-instruments.com/discussion/comment/135658#Comment_135658

    Thank you 🙏

  • PoorFellow
    PoorFellow Moderator Posts: 4,912 mod
    edited February 26
    https://community.native-instruments.com/discussion/comment/135664#Comment_135664

    @Jeremy_NI , appears as if you either missed this or ran out of time or maybe you are just waiting to support to get back to you !

    Please assist this rightfully very frustrated user as soon as possible !

    Quote : vividd , February 24 :

    I filed a support ticket for my Komplete Kontrol S88 MK2 as it has some defective keys. I was then told by support that they want me to send it in, and that I would be receiving a shipping label via email shortly. However, it's been 24 days now and I have still not received this shipping label. I have checked my spam folder and every other place, and it is nowhere to be found.

    I am disappointed with my support experience and would appreciate this label or a new unit ASAP.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    @vividd I've pinged my colleagues, someone should get back to you. Our sincere apologies, you shouldn't have had to wait for such a long timr.

  • vividd
    vividd Member Posts: 5 Member

    Thank you @PoorFellow & @Jeremy_NI .


    I just received a response from support, but I am in sheer disbelief as to the reason that the label was not sent to me. He said:

     

    "Yes, we request you reply with the following info on Feb 1st for confirmation before we can rpocess this. "

------- Updating your personal data Instructions
In order to provide fast and efficient service, we need to make sure that we have your most current shipping address information to handle your return. Please REPLY to this email with the information below to let us know that you have completed this.
PLEASE REPLY WITH THE FOLLOWING CASE INFORMATION:

followed by a request for this information
- Full legal name
- Current shipping address
- Phone number
- Device ID for the unit in question (located ON THE BOTTOM of the unit printed on the same label as the bar code)
- Hardware Serial Number (25 digit number located ON THE BOTTOM of the unit)
- Brief description of the issue (why you are returning it)
- Proof of purchase (receipt). (Required for warranty cases)


    Not only did I already provide that information in the typeform when I created the ticket, but all of that information is already in our email thread.

  • PoorFellow
    PoorFellow Moderator Posts: 4,912 mod
    edited February 26
    https://community.native-instruments.com/discussion/comment/136206#Comment_136206

    I can understand why you would be in sheer disbelief. However I am just another user acting as Moderator and I am not employed by N.I. and can't do anything. My advice though is to give no reason to further delay and fill in the info as requested as a means to have matters expedited. otherwise , and I do hope that Jeremy will respond to this Tuesday , then you will have to wait and discuss the matter further with Jeremy_NI .

    I don't know what to say other than sorry for your problems with all that !

  • BIF
    BIF Member Posts: 982 Guru

    @vividd

    You're dealing with the faceless admin side of a company. Basically, it's an NPC (Non Playable Character), and it's only going to do what it has been programmed to do. And it won't do a good job at that even.

    The best you can do is be patient, be repetitive, and be persistent. And MAKE the NPC follow its programming. Always make the NPC follow its programming.

    The squeaky wheel always gets the grease. So be the squeaky wheel! But be a kind and personable squeaky wheel, because sometimes you do get a live person to help you, and if you're a kind and personable squeaky wheel, you might get more grease that way. 😉

    And @PoorFellow, I want you to know that some folks do see what you do for us, and your efforts are appreciated; very much so!

    Thank you, good sir!

  • PoorFellow
    PoorFellow Moderator Posts: 4,912 mod
    https://community.native-instruments.com/discussion/comment/136284#Comment_136284

    Thank you BIF for the kind words which I really appreciate. 🙂

  • vividd
    vividd Member Posts: 5 Member
    Answer ✓

    Thank you all for your help, I finally got the label!

  • PoorFellow
    PoorFellow Moderator Posts: 4,912 mod
    edited February 28
    https://community.native-instruments.com/discussion/comment/136620#Comment_136620

    Great ! Now let us hope that the repair/swap will be smooth and happen within a reasonably amount of time with no mishaps !

    As a general rule then if you contact support and do not receive a response in about a week then you ought politely update your ticket ! Same goes for waiting for a shipping label !

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