How I do I escalate a complaint regarding customer service?

necroscope
necroscope Member Posts: 23 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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Best Answer

  • Vocalpoint
    Vocalpoint Member Posts: 3,621 Expert
    edited April 16 Answer ✓

    @necroscope

    My advice to anyone into (or getting into) music ON Windows in the future is to never (ever) use Windows Reset on a machine with active software installations present - with any expectation that all will be well on the other side.

    This process is extremely complex and despite it's "cutesy" end game (displayed in that dialog box by MS) is very destructive and would never be subjected to real world Q&A by any vendor - including NI.

    All these products are known good by tens of thousands of us on Windows 10/11 - as long as the rules are adhered to (a correct, up to date and stable OS installation) followed by normal installs of NA and all the requisite products one owns.

    Unfortunately - you may actually have an environment now that is unsolvable by any support team - leaving you with just one option - a bare metal clean install of Win 11 and a reinstall of your required product.

    VP

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Answers

  • LostInFoundation
    LostInFoundation Member Posts: 5,306 Expert
    edited April 16

    To answer your title question:

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

    Sorry…I couldn’t resist ☺️

  • necroscope
    necroscope Member Posts: 23 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: 2,410 mod

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

  • PoorFellow
    PoorFellow Moderator Posts: 6,499 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: 23 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: 2,410 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: 6,499 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: 23 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: 23 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: 6,499 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: 23 Member

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

    Thanks

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,241 admin

    @necroscope You opened a request on April 8th, my colleagues are already in contact with you since then, and they will get back to you again until the issue is resolved. There is no need to create other tickets or chats for the same issue.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,241 admin
    edited April 16
    https://community.native-instruments.com/discussion/comment/221993#Comment_221993

    Have you mentioned this to support?

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

    Please read the following: My Native Instruments Product does not work after using Migration Assistant / Time Machine / Carbon Copy Cloner (Mac OS)

    That would be helpful to explain to them what/how you did it exactly.

  • necroscope
    necroscope Member Posts: 23 Member
    edited April 16

    I have explained a lot of things but going off the replies they are not reading my messages. Unfortunately there is a need to escalate this as it is not being handled properly.

    Also I don't know why you posted that link for MacOS when I've said Im using Windows?

  • PoorFellow
    PoorFellow Moderator Posts: 6,499 mod
    edited April 16
    https://community.native-instruments.com/discussion/comment/222128#Comment_222128

    I have explained a lot of things but going off the replies they are not reading my messages. Unfortunately there is a need to escalate this as it is not being handled properly.

    Part of seeking support is to promptly reply to support including clearing up and pointing out any misunderstandings there may exists or arise , and also reply and tell support when what was suggested did not help. Simply keep the communication line open and attended to.

    Also I don't know why you posted that link for MacOS when I've said Im using Windows?

    Jeremy_NI is simply referring to the general principle of the matter , he also refers to a Windows registry cleaner article to explain why people should not use CleanMyMac. Part of this is a lack of support article that fits perfectly , so Jeremy_NI uses what in his mind is second best , something that gives the general idea though is not the perfect fit.

    Jeremy_NI is an extremely accomplished Customer Care specialist but is very busy so please forgive him if the referred article was not a perfect fit for the OS reset issue.

    P.S.

    The Windows registry cleaner article recently got added a mention of the CleanMyMac. Maybe at some point the Mac TimeMachine article will get a mention of the Windows OS reset. (N.I. only rarely sees issue because of this which is most likely why there exists no help article that I am aware of)

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