How do you contact NI support?

The title says it all. This company's support system blows.

 

Here is where I went earlier today:

https://support.native-instruments.com/hc/en-us/requests/new

 

Contact support button at the bottom of the page after selecting main area?

 

I had an issue with contacting them as well. I found out later that it's due to the fact that I had not filled in all information when creating my NI user account

 

maybe this post will be useful for you as well
https://www.native-instruments.com/forum/threads/is-there-a-customer-support-phone-number.93954/

 

I thought there was a live chat option?

 

Wondering if you had the same problem I did. Support->Topic->Item->FAQ->Question not answered->No where to initiate ticket if you didn't select a Hardware issue. If you selected Hardware, you can get to submitting a ticket.

On the contact page, there's a customer support phone number but no email.

But I'm at the day job on the CPU and I have issues with the search function on this site, so maybe it's just me.

 

guys, no direct email support for software issues anymore, you'll need to create a Support Community post, it is linked to their ticket system...

 

ive made the 3.2.19 update on Traktor 3 in my Mac Mojave and now Traktor 3 docent work only Traktor 2 works . ben asking. for help to fix the problem and nobody answers my questions . can anybody help me

 

So, first, I suggest not trying to "hijack" a thread but instead make one of your own. That's not me trying to play moderator, but an honest well meant suggestion because it will drastically increase your chances of getting a helpful response. See; this thread is about NI support, not about fixing ones individual problems which makes it easy for plenty of forum vets to just ignore your post.

Also... "it doesn't work" isn't exactly something we can work with because this tells us nothing. Does it crash, does it stop responding, or does it blow up your entire OS after which you need to re-install everything? ok, that last example is way over the top but I do hope you can see my point here.

Make a new thread ("Traktor 3 fails to work after latest update" ?), explain your setup and who knows...

 

So for what's it worth I've had very good experiences with them. And they (= N.I.) are also really working on this because you get to judge your experience right after your ticket is closed. That's a pro in my book.

See, my problem with threads like these is me having worked on the "other end" of the screen. From the top of my mind and... ok: a little exaggerated but trust me: this is a real life example and fully truthful.

Context: me working a support shift for a company I used to work for. Fun detail: I was head of IT (sounds awesome right? Yah, it meant I had to fill out dozens of forms, describe what everyone was doing, tell everyone what should be done (most of which was determined by the director anyway) and then fill up my remaining time. I took my job quite seriously though so when someone from the team asked if they could skip half their shift because of personal (not shared) reasons I told 'm to go right ahead (it was too late to get a replacement so I filled up their other half myself because I could (and my colleague had solid reasons to ask, also gave me some more time to work on upcoming administrative chores)).

You should have seen the look on his face though Anyway....

"Hello, is this support? This **** doesn't work!"

...

ME: "Hi, yes, this is support. What doesn't work though? Just tell me what you're trying to do and maybe I can help out"

"I'm trying to finish my work and this computer doesn't do what I want. Can't you guys give us better hardware?!"

(so at this time I am thinking: "This guy is frustrated, doesn't know much about IT and doesn't seem to know how to explain his problem").

ME: "So what do you need to do to complete your shift? Try to be precise please, that can help me to help you".

(oh dear...)

"I need to get home to .... " (not making this up!)

5 minutes in without any useful info what so ever (yes, service desks have limits, you normally need to try and keep it within 10 minutes. I felt privileged here though so I couldn't care less, I was also interested in what was going on here).

(so at this time I am thinking: "Are some of the guys trying to pull a prank on me?")

ME: "Sorry to interrupt you sir, but this doesn't tell me what your current problem is. What is it about your computer which doesn't work for you?"

"So I start up Word, and then try to find this document and it doesn't show. Obviously this crap it outdated".

ME: "What document are you trying to load exactly?"

"<retracted>, the finance department sent us this but there's a mistake in there. So I want to edit it to show them their mistake and how to fix it"

See: and this is why you shouldn't shout or be rude to "noobs". Some people are just stupid (sorry, it's the truth) but never ever assume as much without verifying for yourself. I knew what was going on because our department had "recently" (not so much but I kept taps on what was going on) helped said finance department with setting up the PDF format. And at the time where this played you could not load a PDF "just like that" within Word.

Now.. here's my point.

Had I followed standards and rules, which normal service desk operators have to do, I would have had to cut off the convo because it took up too much time. And this was a verbal convo. I would probably have to tell the guy "Word can load all the documents you need to process, if you need more you should file a request at <skipped>". Had I done that I would still be perfectly within my rights, but I have no doubt that this guy would consider our department utter crap.

The point: There are always two sides to a story. And in this thread I am only hearing one.

I'm not saying NI support can't be bad. Heck, I've seen more threads. But curiously enough mostly (not always!) from people who hardly participated in this (IMO) awesome (!) community.

I needed NI support too when I wanted to return my Maschine Mk3. D-One even suggested calling them I believe (can't be bothered to look this up) but I settled for an online response because I was't in any hurry. This was in a weekend. The next Monday (!) I got a reply with the label I needed. The week after I could sent the package and a few days after that I got the confirmation that NI had received my package (!). See: they didn't have to do that, they could also just carry on and eventually give me back my money (which happened only a few days after that).

Long story (sorry, I'm in 'that' mood again) summed up: I think NI support is pretty good.

 

We have an article on the main page of our support section going into details what channels are available: https://support.native-instruments.com/hc/en-us
If you have an issue with Traktor, the best is to fill this up directly and one of our specialist will be in touch with you: https://support.native-instruments.com/hc/en-us/articles/360003345438