Earlier this week I purchased a used Maschine Mk3 but cannot register the serial and cannot obtain a License Transfer ID to register it on NI Access. No big deal, I'll just open a ticket and NI will solve this for me as many people on NI's Forums and Reddit have suggested in my search as to how to solve this. I open a ticket on Tuesday or Wednesday, I believe, and then realize that there is no way for me to track the ticket from the email I received after submitting the ticket i.e., there's no links in the email so I can check the status on the ticket. The "My Activity" page where you can view your tickets is "under maintenance" and has been that way since I became aware of its existence. Okay, whatever, I'll get an answer soon via the ticket I opened.
While I waited, I dug around about getting in touch with support and learn that there is in fact, a Live Chat. Cool! I followed this link from Google: https://support.native-instruments.com/hc/en-us/articles/360005496978-Live-Chat-Support-for-Account-and-Order-Support-Topics, which at the time I visited it was working and would then forward you to here: Account & Registration – Native Instruments (native-instruments.com) where you can start a ticket or open up a chat.
I never was able to get in touch via Chat the first time I visited the second link, as it said it was outside of business hours. Now today when I visit the exact same page it doesn't even pretend to try to connect to Chat and there's no mention of chat either. Which tracks because the first link in this post which triumphantly exclaimed how there's a convenient chat feature is now an "Oops, the page you were looking for doesn't exist"
And since I can't for the life of me seem to track my first ticket due to the "My Activity" page being under maintenance, I did a cardinal sin of support tickets and opened a second one just so that I can bookmark it since once you submit the ticket and leave the page, there's no going back via My Activity.
So what's going on at NI? What's the lead time to get a response/resolution on my ticket when it seems like NI is deleting/restructuring major parts of how support works?
