Native Instruments - Support?

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Native Instruments - Support?

Post by Bob Bickerton »

Don't like to whinge but I ordered a S61 keyboard from their online shop almost two weeks ago and it's still showing 'Under Review' (payment has been processed). I've emailed their support twice to get a status on delivery but no replies to date.

Anyone else had dealings with them? Not quite sure what to expect here, but the silence is deafening..........

Bob
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Re: Native Instruments - Support?

Post by Wonks »

Have you tried Twitter? Normally a much faster way of getting a reply from a company than normal service channels.

IME, email can always get diverted to junk folders by the email service, often for no apparent reason, so it may be slow service, or it may be they haven’t seen them.
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Re: Native Instruments - Support?

Post by Bob Bickerton »

Twitter? Yes I’ve heard about that……..

I used their support form to generate a ticket so I’d imagine that would have gone through.

Bob
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Re: Native Instruments - Support?

Post by Wonks »

Email and support departments never get the company attention that the advertising and PR departments do.

Problems aired publicly on companies’ social media tend to get dealt with within hours, if not sooner. You’ve gone through the proper channels, they haven’t responded, so let them know.
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Re: Native Instruments - Support?

Post by OneWorld »

Bob Bickerton wrote: Sat Jun 03, 2023 10:49 am Twitter? Yes I’ve heard about that……..

I used their support form to generate a ticket so I’d imagine that would have gone through.

Bob

Maybe you need learn to speak/write chatBottyese, as will the rest of us eventually
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Re: Native Instruments - Support?

Post by Bob Bickerton »

Just to report back NI obviously we’re having some communication issues with their shop and support tickets. The second attempt got through and the response has been exemplary. Happy camper here…….

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Re: Native Instruments - Support?

Post by Drew Stephenson »

Good to hear. :thumbup:
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Re: Native Instruments - Support?

Post by Martin Walker »

Hooray! :clap:
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Re: Native Instruments - Support?

Post by ef37a »

I have in the past extolled the virtues of the NI KA6 interface and although I don't have the Mk2 I am sure the new model is just as good (should have kept Cubase though IMHO)

However, contacting NI was always a hassle. I had a query after about a year of operation and could not find my registration details* and without those, NO talky-talky!

MOTU on the other hand are happy to respond to a bog standard email and very PDQ to boot.

*Just a thought? If yer HAF have that why not make it the unique serial number on the device? Can't really lose that!

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