Support

jms9000
jms9000 Member Posts: 9 Member
edited October 22 in Native Access

Whats the average time to get a response to an open support ticket? it's been 5 days..

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Best Answer

  • PoorFellow
    PoorFellow Moderator Posts: 4,831 mod
    Answer ✓

    That entirely depends on how busy they are.

    If they do not answer within a week then politely yank their chain by updating your ticket !

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 4,831 mod
    Answer ✓

    That entirely depends on how busy they are.

    If they do not answer within a week then politely yank their chain by updating your ticket !

  • jms9000
    jms9000 Member Posts: 9 Member

    Yeah, I figured as much.

    (Heavy Sigh)

  • jms9000
    jms9000 Member Posts: 9 Member

    Good news everyone! i received an email form someone at NI support/zendesk.

    I sent a bunch of screenshots. I'm sure it will get fixed.

  • PoorFellow
    PoorFellow Moderator Posts: 4,831 mod

    Great news ! I hope that you will have the issue fixed soon !

  • jms9000
    jms9000 Member Posts: 9 Member

    Not so good news...

    I am not happy at all with support which i believe is outsourced to zen desk.

    They do not have a solution. I am unsure if they read or understand my issue fully.

    I am unsure if they are even humans. I have provided everything they ask and yet they do not

    comprehend the basic issue and then provide another link to download a file that I am

    unable to access because I don't have permission. 🙄

    I no longer care about using the bundled products. I have wasted enough time. I do feel

    sorry for those of you who rely on NI products for work. I will move on to something

    more reliable.

  • PoorFellow
    PoorFellow Moderator Posts: 4,831 mod
    https://community.native-instruments.com/discussion/comment/99668#Comment_99668

    That is not so good. If you are up to it then maybe @Jeremy_NI could do a check on what happened , but of course if you are no longer interested in any type of support then it would be a total waste of time for Jeremy !

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod

    @jms9000 Zendesk is the tool we are using, like many other companies for their support, it's not that our support is out sourced, it's the software system we use. Your issue seems to be a little trickier than usual and my colleague might have overlooked something. Errare humanum est (not a computer or AI yet). I see that you got back to him, he'll get back to you and will try his best to get this issue resolved.

  • jms9000
    jms9000 Member Posts: 9 Member

    I will not hold my breath. I will set up the hardware as MIDI inputs and go from there. If the problem gets a fix in the future I may try some of the products but I am moving on. I own some earlier Isotope plugins and since they are now part of NI, this experience has me doubting I will look at their products in the future.

  • Angles Rest
    Angles Rest Member Posts: 8 Member

    @jms9000

    I feel your pain. I submitted a ticked after troubleshooting with their self-help pages. I have sent several emails, including photos. I explained what I have already done in great detail and then get a response 3 days later asking me for photos and asking me to do something that I already told them I did. I tell them again, what was already done, and it repeats again. I wait 3 days and..... same response, with links to their self-help section. It is so obvious that they don't have anyone in this position to do anything and they just keep pointing you back to what is already on the website. Mind you, I have a new computer that is only used for music, and I have zero problems with all other venders and portals. Now I can't use KK in my DAW and cannot connect NA and download anything I recently purchased for this computer.

    Support is non-existent. It's just window dressing. Their hope is that you might find someone in the Community board to do the work that they should be providing after selling you hundreds of dollars' worth of software.

    Poorfellow went above and beyond in trying to assist but even he was not able to correct this problem, a problem many people have had to deal with.

    Lesson learned, won't make the same mistake in the future. And yes, Jeremy will tell you that "I see someone has been in contact with you". That means nothing when that person has been in contact with you wasting your time as they don't bother to read what you've sent them and can't do anything more than give you links to their website. Really lousy company, but hey, if you need support in purchasing something, I'm sure they'll figure that out for you.

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