How to get support? Chat agents not answering.

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stothers
stothers Member Posts: 2 Newcomer
in Other Software & Hardware

I understand there is no phone support or email support. but chat agents are not answering. I talk to the automated AI agent for a while and then they "escalate" to a human and nobody ever picks up the chat.

I purchased duplicate software packages and can't get it fixed.

any ideas?

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Best Answer

  • Mert_NI
    Mert_NI Customer Care Posts: 954 mod
    Answer ✓
    https://community.native-instruments.com/discussion/46540/how-to-get-support-chat-agents-not-answering

    Hello stothers, even if there is no active agents in the chat, the chatbot will create a ticket for you and our agents will get back toi you as soon as possible.

    I checked your account and saw that you created two different chats. While checking it seems like one of my colleagues has been answered your Duplicate Order request in the morning, so can you please check your emails and it seems like your order has been escalated so it should be solved as soon as possible.

    I hope this helps.☺️

Answers

  • Mert_NI
    Mert_NI Customer Care Posts: 954 mod
    Answer ✓
    https://community.native-instruments.com/discussion/46540/how-to-get-support-chat-agents-not-answering

    Hello stothers, even if there is no active agents in the chat, the chatbot will create a ticket for you and our agents will get back toi you as soon as possible.

    I checked your account and saw that you created two different chats. While checking it seems like one of my colleagues has been answered your Duplicate Order request in the morning, so can you please check your emails and it seems like your order has been escalated so it should be solved as soon as possible.

    I hope this helps.☺️

  • stothers
    stothers Member Posts: 2 Newcomer

    Thank you for answering.

    I checked both chats and neither have a human interacting. One just says "chat closed". The other has no response.

  • Mert_NI
    Mert_NI Customer Care Posts: 954 mod
    https://community.native-instruments.com/discussion/comment/233825#Comment_233825

    Hello stothers, you have no answers in the ticket yet so once my colleagues will check the issue and send you the workaround, you will receive an email about the issue. So I would kindly suggest to wait until you get an email from our support.

    I hope this helps☺️

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