NI Tech support - How fast are they?

I'd like to check with you guys how fast you got a reply from NI tech support
when submitting a ticket.

Please post your waiting time.


As for me, I had to wait quite a bit.
So this evidently doesn't qualify as professional support in my opinion.
Very disappointing from a major company like NI.


Submitted a ticket on Tuesday 8 december at 13:30 and got a reply on...

Tuesday 5 January from NI support.



Am i the only one that had to wait sooooo loooooong ?




Let's hope NI improve on this.


And happy New year to all of you.

 

submitted a support ticket (corrupt download file): 22.December 09

no answer yet.

 

they are so slow. you have to call to get a quick response. My maschine is broken and i've been waiting on shipping labels for about a month.

 

I had an issue with my Audio8 and waited 1 month+ for a response...

Not great really is it?

 

That's why i don't buy (hardware) at the online NI shop, but at local audio hw shops.
Got my maschine almost a month before official release, and 50 € cheaper. (including delivery at your doorstep)
Same with the audio8 dj card, also 50 € cheaper.
If i have a dud/ faulty hardware (has happened but wasn't ni stuff), he swaps immediatly... no fuzz.

 

Wow,

makethemusic72 and Lektron
are also to be counted in the club of "had-to-wait-one-month-to-get-support".

Thanks for sharing your stories.
It is better for everyone to know in advance this sh*t can happen with NI.

I hope this club is very elite and doesn't count too many members.
I'm starting to doubt that.

Let's hear what others got to say!


So, how long did you wait?

 

Ticket support by email is hopeless. Forget it.

Phone support is the only way with NI

 

How much is a NI support phone call out of interest?

 

Whatever your long distance rates are, if you lie outside the LA area (North America)/Berlin (everybody else).

ew

 

Also still waiting for a reply after more than 3 weeks....

But I also have to say, before I've been helped properly for 2 times! And ew (NI moderator) also contacted me after he heard about my issue and tried to help me.

So not all bad, but unfortunately the wait can be very long.......

 

Ha, today I got a reply from NI (but problem not solved)

 

And here I thought four business days without a response was bad news.

Very disappointing to read that it may be up to a month, as I have to decide whether to try and return the non-compatible Absynth 3 Tutorial DVD to a 3rd party seller before the return window closes.

 

well get this:
my maschine's screens went blank one day, (don't ask me how) so I e-mailed and created a new ticket. I waited for like 3 weeks, then I got a response. I called before that time period and asked them to take mine back, they told me to update my info, then reply e-mail when I was done. I did that. 3 weeks later, I called again because of no response. I got in touch with one of the dudes and he e-mailed me the confirmation ticket, and told me to wait for Fedex to e-mail me. I plugged in my maschine again 3 weeks later, and the screens came on.

My screens fixed themselves before tech support could.

almost three months later, no fedex e-mail.

......

Tyler

 

Hello

Im trying to upgrade from Traktor Dj 1 to Traktor Pro, having trouble getting service centre to recognise the serial and programme as it came out in 2001. I have registered the programme manually but it never shows up in service centre so I cant use the reduced upgrade feature to buy it.

Sent email, got ticket number on March 4th, sent another on on the 24th March and still no reply. Trawled the forums for a solution but was advised to call NI.

Still waiting.......

So glad nothing has gone wrong with my Maschine, sounds like a nightmare to get anything fixed.