no response from customer support

Mhh, have you checked your spam folder?

Did you maybe have 2 accounts with different emails?

@PoorFellow Thank you for drawing the attention of this matter to someone who could get the ball re-rolling.

@Jeremy_NI

Thank you very much for reigniting communication. I was reached out to earlier today in which I've responded with the necessary information (again) with the inclusion of my personal address and further clarification.

I would like to take a moment to be fair, as I'm really not someone who cares to air out my dirty laundry and make matters public that reflects poorly on a business and its endeavors.

I feel this matter may be partly my fault, but doesn't really excuse the disconnect or follow through to bring resolution, whether it be welcomed or unwelcomed. I may be different, but bad news is better than no news.

Forgive my being presumptuous. After researching a little more after making my comment, seems getting lost is somewhat a normal occurrence. I've never had to bother with hardware support till now, but I've not had lack of support in any other matters not hardware related with NI.

Unless these tickets are being printed on paper and divvied out like paper leads, it's really odd this happens...more than a little. Which lends to my presumption, since I doubt digital tickets are being printed on paper to be lost or suffer extended disconnect. My coming from an industry built on client communication and servicing. A key element is prioritization to make sure the cogs are moving in the right direction with more important matters for both those providing the service and *genuine* customers getting serviced. That would be certifiable warrantied customers.

Because I've made clear on the email that I was no longer in possession of a paid invoice (if ever I had it, since it was purchased by my ex-spouse...with my money of course), before the unresponsiveness from support. I feel, my matter was put into the; *we'll get to it, if we get to it* category as I would think warranties come first. Completely understandable. Cold shoulder...not so much.

As I mentioned in today's response to support. I'm prepared to a accept that there is no option for a warranty repair to be granted, since I'm not able to hold up to my end and provided a paid receipt. If no one could tell me what I could do to fix it on my end, even send schematics so I can have it repaired locally. I need to know my out of pocket costs to send this in for repair to consider what makes financial sense to pursue.

Am I sitting on a 49 key brick? Do I use out of pocket costs towards a repair for the S49 MK3? Is there even an option for out of pocket costs? To make these decisions, I need to know from the pro's. Since luck, is rarely ever with me. Timing of the unit failing, for some, untimely. For me, it absolutely right on time. No fault to NI, but being lost or filed into a bin of no priority isn't appreciated.

edit: Was just responded to from my earlier reply as I finished writing this, in effort to assist me in finding the retailor I may have purchased this from if within the last year. Was given, but definitely not in the last year, but 2020.

I will add that after having worked in (and been a manager in) a huge support organization responsible for hundreds of thousands of users each day in more time-zones than I knew were possible (that's right, it's a lot more than 24!), and the execution of millions of transactions on any average day of the week 24 X 7 X 365, it is not uncommon for some tickets to be lost. Or, as I used to say, "taking the scenic tour all around the corporation", haha. Anytime you can find one of those lost dogies (*) and get him back into the herd where he can be cared for by known processes, that's a good thing...because that's 1, 10, 100, 1000, or a lot more end-users you're helping.

(*) "Dogie" (not "doggie"!) is pronounced doegee with a hard "g" (rhymes with "bogie"), and is an old west US term for a lost calf (baby cow). Bring home the lost dogies!