where is the customer support?
Where is the customer support?
Answers
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A few years ago, NI laid off about 20% of their staff.
Since then, customer service expectations changed.0 -
Not good enough. We are spending money, investing in tools to produce music. We need support when something goes wrong.
i am sick of raising tickets and nobody answers
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oh, you from customer support? amazing someone finally shows up.
how do i get to talk to a real person at NI?
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oh, you from customer support?
No! , Mykejb (and I as well) is a Moderator (not N.I. employees) . N.I. have a Customer Care representative working the forums on normal work hours normal work days ,but though being a N.I. employee then he is 'Customer Care' and not directly in the Support department either. And neither N.I: Customer Care nor Support work weekends or holidays so even if you do contact support then probability is that they will not get back to you before after Christmas.
how do i get to talk to a real person at NI?
You don't get to 'talk' to anyone , the closest to that is the Support chat when available or comments from Customer Care in the forum.
Where is the customer support?
All support questions are handled through the N.I. web support interface.
In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care
If you have a specific issue type then I have a specific support interface link for that issue type but it is still part of the N.I. web support interface.
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l dont need a link, i need a real person to contact me and explain why my $140 voucher was used half of that and when i tried to use the orher half $70 the voucher just didnt work. Why.
on top of that, i wanted to contact support because when i purchased a product under the 3 for 1 deal i only picked 1 prouct at checkout by mistake. i wanted to claim the other 2.
Pathetic customer service, very dissapointed.
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l dont need a link, i need a real person to contact me
If you mean by phone then I don't think that that is going to happen. I can try to call for @Jeremy_NI from Customer Care but depending on his schedule then he might not arrive here before sometime after Christmas.
If you you do not want to accept the help that is given then that is up to you, I can not do other for you than I do here.
explain why my $140 voucher was used half of that and when i tried to use the orher half $70 the voucher just didnt work. Why.
Logic suggests that there were a 'fine print' for using the voucher that did not allow the voucher to be used more than one time and that the remainder would be forfeit.
Again , I am a Moderator here not a N.I. employee and I do not have system access , for question about purchases or shop issues then you need to contact : N.I. Purchase Support .
when i purchased a product under the 3 for 1 deal i only picked 1 prouct at checkout by mistake. i wanted to claim the other 2.
For question about purchases or shop issues then you need to contact : N.I. Purchase Support .
Pathetic customer service, very dissapointed.
I am not a N.I. employee. If you are not satisfied with N.I. support then you need to contact N.I. Support through the N.I. web support interface and express your disappointment to them.
In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care.
I am sorry that you are not satisfied with what help that I can give , but as a Moderator then basically all that I can do is to give advice and 'moderate' when necessary and also I can call for Customer Care which I have already done in the above.
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man, you need to get this, which is my bottom line. Raised 2 tickets and nobody, no one contacted me.
Again PATHETIC CUSTOMER SERVICE
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man, you need to get this, which is my bottom line. Raised 2 tickets and nobody, no one contacted me.
If you need someone to 'get' anything then maybe you should have included the information to start with ?
A general statement expressing attitude such as "i am sick of raising tickets and nobody answers" is really not the same as "Raised 2 tickets and nobody, no one contacted me".
On the subject of response time then :
There is a sale going on which means that all Support is delayed.
It's weekend and N.I. Support do not work weekends.
Christmas holidays are coming up and N.I. Support do not wok on holidays either so you might not receive a response before after Christmas.
Again , I have already called for Jeremy_NI from Customer Care but as I wrote in the above then depending on his schedule then he might not arrive here before sometime after Christmas. We the Moderators are not privy to the work schedules of the N.I. employees so I can not tell if Jeremy_NI will be in on December 23rd. Jeremy is generally overloaded and very busy so he might take Monday off and take a long holiday instead.
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[QUOTE from now deleted thread]
Hi,
I raised a couple of tickets 3 weeks ago and I still got no answer. They are totally ignoring you.
The AI agent however is not ignoring you, but "it" is annoying and doesnt help.
I had a problem witht he 3 for 1 deal, where I didnt realize I could pick 3 for the price of 1.
I got $149 Australian dollars voucher after purchasing Kontakt 8, I used $79 on Glaze 2 (and forgot to add another 2 products in the cart, as I was entitled to 3 for 1), then I tried to do the 3 for 1 on another product, and input the voucher and didnt work, $70 left. My voucher doesnt work any more.
I contacted them to see if I could claim the other 2. STILL WAITING!!!!!!!!!!!!!!!!!!!!!!!!!!!
SUPPORT WHERE THE F ARE YOU?????????????????
PATHETIC
Do not cross post same content or make more threads on same issue. : Community Code of Conduct - Please read before posting
I have put your content above.
If no one responds to your thread for too long time (days) then bump the thread by adding an update comment.
If you have indeed waited three weeks already then that is unfortunate but the only solution is to have Customer Care look into it , which I have already asked for in the above. Having been around here a while then I do however know that there is usually only two reasons for something like that. One is that the N.I. answer is caught in yours or your email providers (e.g. spam) filter. The other one being that there has been a mishap. Jeremy_NI can check which of these is the reason for your experience. Again that might not happen until after Christmas. As a Moderator I have no access to N.I. internal system else I would have taken care of this myself.
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@bx748 When did you submit the support tickets? If it was over the last few days it's likely in a queue due to the increased number of tickets due to sales and it being the Christmas period. Hopefully @Jeremy_NI or @Matt_NI might be able to help, although it's likely to take longer than usual and almost certainly not before Monday. Hang in there, I'm sure they'll get the problem resolved at some point even if it's not immediately!
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