Support ticket information

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Dvox
Dvox Member Posts: 16 Member
edited October 2024 in Maschine

Hello,

I just submitted a ticket today regarding a Maschine unit I purchased that has already been registered. Is there a way here to track the status of the ticket or to add information to the ticket? I have my pictures of the serial card, device serial and proof of purchase I need to submit. Thanks!!

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 7,394 mod
    https://community.native-instruments.com/discussion/27952/support-ticket-information

    When you made your ticket then you should get a confirmation email (please also check spam folder) and in the email it should say something like : "To add additional comments, reply to this email." . It could take some time for the mail to arrive but should not take more than maybe 15 minutes at most. When you have opened a ticket and received the confirmation email then please allow support up to a week to answer and if they do not respond within a week then politely update your ticket to let support know that you are still waiting for a response !

  • Dvox
    Dvox Member Posts: 16 Member

    Thank you very much. A week out is going to be real close to my return window. I may have to return it :( Is there a number to call?

  • PoorFellow
    PoorFellow Moderator Posts: 7,394 mod
    https://community.native-instruments.com/discussion/comment/142137#Comment_142137

    Sorry , no , but I can call for @Jeremy_NI so that he can see if he thinks that it need taking care of ?

  • Dvox
    Dvox Member Posts: 16 Member

    You're a champion, thanks so much! I am on a mission overseas so this will be very difficult to even return and I really don't want to return it. I have submitted the photos of the proof of purchase, the serial on the device and the card that came with it to my ticket.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin

    @Dvox Your ticket was successfully submitted yesterday and all the pictures you sent are there, my colleagues will get back to you as soon as possible.

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