how to contact support?

It's great that NI are making efforts to make basic things like customer service and being able to contract support staff better for customers who have paid them money for the products they make.

It would be greater still if they hadn't buried the 'Contact Support' links so far down into their site that it was necessary for them to produce a page expressly designed to tell people how to actually contact support.

Instead of doing that, maybe the solution is just to put a really big link on the first support page that actually allows their customers to connect with a human being. And provide enough human beings to enable that connection to be quick and effective.

If they did that, maybe those complicated pages telling people how to get in touch with customer care wouldn't be needed.

Good customer care costs money but is effective and builds your brand. Bad customer care is like punching people who want to give you money in the face repeatedly.

I suspect the "how to contact support" page was deemed necessary due to the sheer number of people coming on here and claiming there's no way to contact support, or that they don't know where it is etc. etc.

Rather than actually use the support area to research their problem, they just come straight on here and moan about not being able to speak to someone - with no mention of what the actual problem is.

We can only respond to what's written.

If they honestly do know where the support page is, have been there, read all the relevant articles, used the chat bot etc. they certainly don't give that impression.

Ideally they should write something along the lines of "Hi everyone. I've been having an issue with [details of issue go here] and I've looked through all the support articles. Unfortunately the articles don't cover the issue so I asked the chat bot, who also couldn't help - so now I'm posting here to see if you can assist me. My system setup is [details of hardware and software go here]."

Instead we get "How the f*** do I contact f***ing support?????!!!!"

We're supposed to ascertain from that what the problem is? Or that they've looked through the help pages?

😲

Really? IMO if the user is incapable of some simple navigation on a web page, maybe they shouldn't be using a computer. 😁

Cheers folks, this is my first post in this forum, and the only reason for posting is actually to second the emotional statement of frustration of the original poster. I am an NI customer of the first hour, have been ever since, was never in need of support. Now I actually am, after decades of being a customer. As everybody would do I'm trying to get in touch directly - not possible. Ok, fine, a chat bot will do. Or will it? I described my problem (32 products of komplete 15 not showing in native access) and was then told, that 4 customers are on queue before I would get help. Sure, no problem. So I wait, for an hour. Just for fun I would type "can you please give me an update on the status", just to receive "3 customers in queue" directly followed by "4 customers", so I'm asking "what is it, 3 or 4, and how can it increase, and so you helped 1 customer in 1 hour?". And guess what, I then got the reply "7 customers in queue". So, long story short, it is at this point in time simply impossible to contact the support. And that does not even address the fact that the chat conversation, of which I have funny screenshots of course, is a very very disrespectful way to treat customers. Just be honest and tell me that at this point in time there is not support for whatever reason, but to give false information and let people wait to be contacted by support, when in fact the chat bot does nothing to actually connect you, is really bad service. Frankly, I would never have thought to write such a rant in my life, but this is just extremely frustrating and not in line with what I was expecting from NI - but maybe that is just because I never needed support before - who knows…