How I do I escalate a complaint regarding customer service?

necroscope
necroscope Member Posts: 13 Member
edited April 15 in Kontakt

Why is it that whenever I use NI customer support I want to punch a wall. Its an absolute joke.

No one answers the live chat even though no one is in the queue, I cant raise a ticket anywhere.

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Answers

  • LostInFoundation
    LostInFoundation Member Posts: 5,222 Expert

    To answer your title question:

    By contacting support and using the live chat, using the live chat or opening a ticket 😂😂😂

    Sorry…I couldn’t resist ☺️

  • necroscope
    necroscope Member Posts: 13 Member

    Theres a special place in hell for people like you, though you'll get to share it with their customer support.😍

  • mykejb
    mykejb Moderator Posts: 2,368 mod

    Anything in particular you need help for? Apart from contacting support, which @LostInFoundation already helped with 🤣

  • PoorFellow
    PoorFellow Moderator Posts: 6,429 mod
    https://community.native-instruments.com/discussion/44458/how-i-do-i-escalate-a-complaint-regarding-customer-service

    I cant raise a ticket anywhere.

    In case that you need guidance contacting support : Please read : how to get support !

    How I do I escalate a complaint regarding customer service?

    @Jeremy_NI , someone wants to communicate with you 😉

  • necroscope
    necroscope Member Posts: 13 Member

    I reinstalled windows on my pc but did the option to preserve data. I then reinstalled Native Access and now nothing will work as it comes up in demo mode. I was told it was because I have to now use Kontakt 8 due to updating my instruments (which I didn't do). I have explained that they dont work on Kontakt 8 either. I don't want to use kontakt 8 anyway as I find it really irritating to us but like I said neither of them work. Ive tried all the online solutions but none work.

  • mykejb
    mykejb Moderator Posts: 2,368 mod

    Which version of Kontakt do you currently own? Is it all the products that show up as demo including the factory libraries? Is it just Kontakt that's causing you problems or is it the same with all Native Instruments software?

  • PoorFellow
    PoorFellow Moderator Posts: 6,429 mod
    https://community.native-instruments.com/discussion/comment/221993#Comment_221993

    I reinstalled windows on my pc but did the option to preserve data.

    I am not sure that you can expect that to work with respect to preserving settings and functionality of DRM dependent software. You might need to uninstall and re-install all app including Native Access.

    And if any of the libraries has been updated beyond working with your preferred Kontakt app then you will also need to uninstall those and then re-install the old versions. What is your OS version ? What is your Native Access version ? What are your Native Access path settings ? What is your Komplete Bundle version and tier ? / Kontakt version ?

  • necroscope
    necroscope Member Posts: 13 Member

    I own K7 and so far everything I have tried in kontakt library is having this problem. Everything worked fine until i reinstalled NA. Outside of Kontakt things seem ok, guitar rig works,FM8 worked, its just in kontakt where theres a problem.

  • necroscope
    necroscope Member Posts: 13 Member

    PoorFellow,

    I cant check my settings as Im at work at the moment. So are you suggesting remove everything NA and reinstall?

  • PoorFellow
    PoorFellow Moderator Posts: 6,429 mod
    https://community.native-instruments.com/discussion/comment/221999#Comment_221999

    I cant check my settings as Im at work at the moment. So are you suggesting remove everything NA and reinstall?

    Not if it is working , no. But it sounds as if you should at least uninstall and re-install Kontakt 7 and then also first do the following Trouble shooter here : My Products Are Showing As DEMO in Native Access , especially '2. Your activation fails because of corrupted or missing activation tokens' and '3. You have corrupted XML files' (delete both NA XML and Kontakt 7 product XML) then restart computer and log in again to see if that helps. And then afterwards also reinitialize the KONTAKT Database . And then see if that helped.

    If you are having a problem with N.A. that can not be fixed by a XML reset then that might require more , but immediately then since you already have had problems over N.A. re-install then that leaves one reluctant to do that again if can be avoided.

    I am situated in Europe and it's past midnight here so I will not be back here before later AM today.

  • necroscope
    necroscope Member Posts: 13 Member

    Ive reinstalled K7 and done what they suggested in your link to solution on website. I'll try again tomorrow when home.

    Thanks

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