Support

Timp410
Timp410 Member Posts: 6 Member
in Native Access

In your experience, how long does it usually take for Native Instruments support to respond to a support ticket?

Best Answer

  • Mert_NI
    Mert_NI Customer Care Posts: 825 mod
    Answer ✓
    https://community.native-instruments.com/discussion/44341/support

    Hello Timp410, normally you should get an answer in 24 hours maximum, this can change with the busyness in the edge cases but normally you should get an answer in the first day.

    I checked your account and it seems like you have received an answer, so please check your email and reply to that email with the documents that my colleague asked so our team can help you to solve that as soon as possible.

    I hope this helps☺️

Answers

  • BIF
    BIF Member Posts: 1,115 Guru

    I don't know. How long has it been?

  • Timp410
    Timp410 Member Posts: 6 Member

    I submitted the ticket yesterday around 1:00

  • maniacintosh81
    maniacintosh81 Member Posts: 843 Expert

    My last support tickets were resolved in less than 24 hours. Opened tickets in the evening one day and solved next day before noon. These were about licence transfer/registering second hand hardware to my account. Therefore pretty standard requests. But also had tickets in the past that took a few days. I think it depends on what your ticket is about. If it has to be forwarded to an expert it may can take longer.

    In general: Keep in mind weekends, business hours and holidays in Germany. A ticket submitted on Friday afternoon after close of business in Germany most likely won't get a reply before Monday after start of German business hours. There are also times with more requests like special sales and new product releases. In these times support may also need more time to get back to you.

    As you opened you ticket just yesterday I would give it some more time at least till Monday.

  • Timp410
    Timp410 Member Posts: 6 Member

    I really appreciate you for answering my question. I just purchased a used Komplete Kontrol S88 keyboard. The serial Number has already been registered. I purchased a used Komplete Kontrol S88 MK3 keyboard from Guitar Center yesterday. I did not think about not being able to use it due the license already being registered. Guitar Center has no way of getting in touch with the original owner. The only option they gave me is to return it if I cannot get it registered. I don't need any of the content that comes with it because I own a S61 MK2 along with Complete 15 ultimate. I just want to get past the serial number screen so that I can use it

  • Mert_NI
    Mert_NI Customer Care Posts: 825 mod
    Answer ✓
    https://community.native-instruments.com/discussion/44341/support

    Hello Timp410, normally you should get an answer in 24 hours maximum, this can change with the busyness in the edge cases but normally you should get an answer in the first day.

    I checked your account and it seems like you have received an answer, so please check your email and reply to that email with the documents that my colleague asked so our team can help you to solve that as soon as possible.

    I hope this helps☺️

  • Timp410
    Timp410 Member Posts: 6 Member

    Thank you very much, I guess someone will help me soon. It's hard looking a this S88 MK3 sitting here and not being able to use it.

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