PLEASE Make phone support more HUMANE

Don't know where else to say this. Sorry....
But if hold times at phone support are so darn long, PLEASE get rid of the music. How does NI expect anyone to get any work done while having to hear the ongoing techno hold music.

I'm aware that there was an attempt at some point to give the customer some indication of estimated hold time but that function is seriously broken to the point of insult.....having to listen to that crap music ALL DAY made it completely non productive...and I STILL have not spoken to anyone....Estimated hold time has been under 15 minutes for at least an hour....and i've already been cut off twice today after holding for over an hour, each time. This is just hostile and cruel. I give NI too much credit to just consider it inept.

Rob

 

Hi Rob,

thank you very much for the feedback. Did you call our office in Los Angelses or Berlin? Which phone queue did you call: Registration Support or Technical Support in LA, or for the Berlin office: Registration Support, DJ line support, Mac Support or PC Support?

 

Marius,
It was the Los Angeles office, Registration Support. I also called Technical Support at one point and the problem was similar. I don't remember if I was given the Mac or Windows option...but if I was, I picked Mac.

TO sum up, there are 3 distinct issues.

One is the fact that there is relentless music playing the whole time, and you've no choice but to listen if you don't want to miss your call...this means you cannot work while on hold.

Two, the recorded "wait time" messages are completely erroneous. Once you get to the front of the queue ("You are now first in line") your wait time INCREASED..and you are left waiting indefinitely, in my case, hours.

Three, the "real" wait time is unacceptable...especially if no one EVER picks up.

Thanks for reading!
Rob