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No response from NI/Izotope support for over a week

tjbrownmusic

I'm a student and I've completed the steps and submitted the documents to apply for the student discount for Izotope RX Standard, and I haven't heard back from the support team in over a week. Anyone know what's going on with this? Is NI support just MIA at the moment?

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PoorFellow

https://community.native-instruments.com/discussion/51028/no-response-from-ni-izotope-support-for-over-a-week

I haven't heard back from the support team in over a week.

Please notice that when you contact NI support then you will receive an AI auto-response and it is important that you answer this response to let NI know that you still need their assistance. This is also valid in general , if you have a support ticket with NI then always respond to their emails as long as that you still need help , else the ticket will close.

(Check the bottom of the email from AI 'Jonas' where it clearly says that you have to respond to their email.)

tjbrownmusic

I did respond to the AI automated response. I haven't heard anything since then.

PoorFellow

I haven't heard back from the support team in over a week.

I did respond to the AI automated response. I haven't heard anything since then.

Then this would need @Jeremy_NI to please check if there is a mishap here…

Anatoliy

https://community.native-instruments.com/discussion/comment/263772#Comment_263772

Welcome to NI )))

You are just going to pay. (and still have option to rethink your desicion). I bought Music production Suite that included several brainworks plugins. Now they gone and everything I can get from "support" is generic AI suggestions "to refresh Native Access".

humming quietly with Phill Collins voice: "Oh, think twice.."

PoorFellow

https://community.native-instruments.com/discussion/comment/263782#Comment_263782

I bought Music production Suite that included several brainworks plugins. Now they gone and everything I can get from "support" is generic AI suggestions "to refresh Native Access".

That's not how things work here. Either there must have been a mishap of some kind or you did not tell NI Support that the suggestions did not help.

Please notice that when you contact NI support then you will receive an AI auto-response and it is important that you answer this response to let NI know that you still need their assistance. This is also valid in general , if you have a support ticket with NI then always respond to their emails as long as that you still need help , else the ticket will close.

Anatoliy

https://community.native-instruments.com/discussion/comment/263783#Comment_263783

Is "Nope, the article didn't help." not clear enough that "this doesn’t fully resolve your issue"?

P.S. You personally helped me many times to figure out how to use tools I bought from NI. And I'm thankful for that. But it will not make me to call white something that is black. Sorry.

PoorFellow

https://community.native-instruments.com/discussion/comment/263786#Comment_263786

You personally helped me many times to figure out how to use tools I bought from NI. And I'm thankful for that.

Thank you for the kind appreciation 😀

But it will not make me to call white something that is black.

I would never ask you to do that.

Otherwise then , Quote your picture : Two days ago 6.17 PM , is not much more that one (and a half) actual work day ago so plenty of time for NI to get back to you. (plus there is a sale going on which could cause delays)

Also , you don't see me saying that NI Support never makes mistakes , they do. But perhaps we should give NI a little more time to get back to you (?) and in worst case then we can ask Jeremy_NI to look at things to see what went wrong - if anything…

Anatoliy

Never mind. I will survive without brainwork plugins, and I definitely not buying anything from NI, so any further conversations has no sense. I just didn't want a kid to get where I got, that's the only why I posted here.

Jeremy_NI

@tjbrownmusic I found your requests and escalated the oldest one, my colleagues will get back to you as soon as possible. Sorry for the wait, we have a lot of requests to process at the moment.

Jeremy_NI

@Anatoliy I also found your request and escalated it, my colleagues will get back to you as soon as possible. We have a lot of requests to process at the moment, as we're in the middle of the Summer sales special. Our apologies for the extra wait.

Anatoliy

https://community.native-instruments.com/discussion/comment/263792#Comment_263792

And that's exactly what I said to the kid - guys are too busy by selling. They have no time to communicate with those who already paid.

PK The DJ

It's missing in Native Access (presumably you're referring to the Brainworx plugins?) - and how about if you use the Plugin Alliance Installation Manager? That's where my Brainworx plugins are shown.

Anatoliy

https://community.native-instruments.com/discussion/comment/263795#Comment_263795

see, that's what I expected to get couple of days ago from customer care. it takes 30 seconds to write it, right? I'll check. Thanks.

PoorFellow

https://community.native-instruments.com/discussion/comment/263795#Comment_263795

Thank you for pointing that out , yes , BX Refinement appear to not be in N.A. but in PA app :

PoorFellow

https://community.native-instruments.com/discussion/comment/263797#Comment_263797

I bought Music production Suite that included several brainworks plugins. Now they gone and everything

To be fair then your description totally throws people off the track. Since the 'now they are gone' suggest that they were in N.A. before , which might now appear as maybe not be correct , so it didn't even occur to me to check since I believed what you wrote. For what it is worth then I have more Brainworx plugins in N.A. but BX Refinement is not one of them….

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