Support service ignores

KIRILL ORLANDO
KIRILL ORLANDO Member Posts: 7 Newcomer
in Tech Talks

Has anyone encountered the problem that the support service has not been in touch for more than 2 weeks?

Best Answer

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,474 admin
    Answer ✓

    @KIRILL ORLANDO Sorry for the delay in my colleague's reply. He's been very busy working on some recent Native Access issues. He will get bak to you as soon as possible. But I have to mention that his last reply was from May 7th, still too long of a reply but since we're today the 14th of May, it's not "more than 2 weeks", it is just one week, again still too long so our apologies and my colleague will get back to you soon.

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 6,865 mod
    https://community.native-instruments.com/discussion/45157/support-service-ignores

    Usually then this turns out to be a matter of people not checking their spam email folder or people not having answered to supports latest email. More rarely it also happens that a ticket becomes buried so I will ask if @Jeremy_NI , could you please check ticket state here ?

  • KIRILL ORLANDO
    KIRILL ORLANDO Member Posts: 7 Newcomer

    Thanks, because I can't continue working and I really need their help

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,474 admin
    Answer ✓

    @KIRILL ORLANDO Sorry for the delay in my colleague's reply. He's been very busy working on some recent Native Access issues. He will get bak to you as soon as possible. But I have to mention that his last reply was from May 7th, still too long of a reply but since we're today the 14th of May, it's not "more than 2 weeks", it is just one week, again still too long so our apologies and my colleague will get back to you soon.

  • KIRILL ORLANDO
    KIRILL ORLANDO Member Posts: 7 Newcomer

    @Jeremy_NI My first ticket was opened more than 2 weeks ago and nothing has changed with you. I can send the date and our correspondence

  • KIRILL ORLANDO
    KIRILL ORLANDO Member Posts: 7 Newcomer
    IMG_6187.jpeg

    Almost a month has passed, not one week as you say.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,474 admin
    https://community.native-instruments.com/discussion/comment/226897#Comment_226897

    This ticket was closed and merged into the other, as an expert was already active in it. Creating several tickets about the same issue does not help, on the contrary, it only slows down the process. However, one week, and now 10 days is still to much for a reply, again our apologies for that. My colleague got back to you.

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