Support & Specialists completely ignoring my support case

Discussion in 'KOMPLETE KONTROL SERIES' started by hlf, Apr 26, 2019.

  1. hlf

    hlf NI Product Owner

    Messages:
    496
    Hi Guys,

    Everyone around me is looking at me like this in the past few days:
    coala.JPG

    Wasn't sure for a while why but now I know... 'cos I'been through this:

    reporting bug -> acknowledged as a bug -> asking about ETA for fix -> "can't comment" speech -> complaining -> no answer at all ->waiting 6 months -> chasing -> saying it's fixed (not in release note) -> not working -> reporting back -> nothing -> creating new call to complain -> saying sorry and being escalated -> waiting 3 days -> nothing -> chasing -> waiting -> chasing -> waiting -> chasing -> waiting

    1) https://support.native-instruments....-view-when-changing-focus-in-the-chain-en-us-
    2) https://support.native-instruments....-stopped-responding-without-a-solution-en-us-

    Dudes, this Unsupport is now embarrassing even to me.... This is flipping low level. Would you mind to start sorting out these obvious and frustrating issues in your service?
     
  2. Matt @ NI

    Matt @ NI Support Team NI Team

    Messages:
    393
    Hey,
    I have to sincerely apologize on this one! You should definitely not have to wait as long to get your request clarified.
    It seems our specialist was indeed working on clearing your request out with our KK team but forgot to keep you informed. He has just told me that he is now going over everything again to get you a final word on this issue.
    You should be able to hear from him this afternoon.
     
    • Like Like x 1
  3. hlf

    hlf NI Product Owner

    Messages:
    496
    Hey Matt, thanks for jumping in. What can I say...I cant hold grudge but this one is a really heavy one...
    You can see there were multiple errors in this not just the latest.

    And I still don't get that how can be something stated as fixed if not in the change log or was it? Then I questioning myself if I understood the issue that I reported... :D
     
  4. trusampler

    trusampler NI Product Owner

    Messages:
    1,732
    6 months is a ridiculous amount of time to wait for support.
    Which makes us ask yet once again, where is that $59 million dollar check being spent NI?

    It's definitely not being spent on bug fixes, or development.
    Definitely not being spent on support.
    King Native Instruments now the Avid of the industry.. The emperor has no clothes.
    6 MONTHS JUST WOW. There's no excuse for this!
     
  5. hlf

    hlf NI Product Owner

    Messages:
    496
    Guys, this is still happening...
    Matt, guys, this is still happening! So I officially want to raise a complaint against your service.
    But you just keep ignoring my requests/questions, how on Earth does this comply to ANY standard??
    Terrible experience...
     
  6. Budda05

    Budda05 NI Product Owner

    Messages:
    88
    Careful. Matt will suspend your support account without notice for demanding support that is owed to you.

    I continue to message him a couple of times a week about an outstanding issue. That’s only even because they close and delete my support tickets... not even IGNORED, but ELIMINATED.

    Unconscionable.
     
  7. Matt @ NI

    Matt @ NI Support Team NI Team

    Messages:
    393
    I had a look through again just now and it was noted to you that this behavior is by design. The integration might be improved with future versions of Ableton but for the time being, we are not able to offer more information on when this would be changed.
    And yes, this was noted as a bug before being clarified by our dev team as a design limitation.
     
  8. Mick @ NI

    Mick @ NI Banaholic NI Team

    Messages:
    1,319
    You did not get your support account (temporarily) banned for asking for support. My support colleagues clearly told that something was not a bug, but a design limitation. But you kept contacting support over and over again. You were again informed of this here: https://www.native-instruments.com/...el-free-to-jump-in.348335/page-5#post-1782871

    Please have a look at our forum rules again: https://www.native-instruments.com/forum/help/rules especially the rule about slander.

    If you are not happy and want to share it, that is fine, but as soon as you start spreading false information its over. So last warning.
     
  9. hlf

    hlf NI Product Owner

    Messages:
    496
    Thanks Matt though I replied and chased multiple times and Support ignored me again, you can't leave users just hanging... So why abandoning customers is part of your standards??

    Also was promised that the specialist was going to check and got zero reply after nearly one month.

    The other thing is I'm shocked to hear that this is a designed limitation, track grouping is a major functionality of any DAW - complying to this must be a high priority implementation (and not a user request!). Otherwise and considering several limitations you should sell the software as partially integrated not deeply integrated with DAWs.
     
    Last edited: May 20, 2019 at 12:14 PM
  10. Matt @ NI

    Matt @ NI Support Team NI Team

    Messages:
    393
    I'll get to him and see if he had a chance to try the new Ableton Beta.
    I'm going to be honest with you and the reality here is that your issue isn't exactly something our support team can fix which means allocating time to work on it can be challenging. Our team should be more forward and tell it as it is in my option. With that said, I'll chase him today and see if we can find some time together to double check for you.
     
  11. hlf

    hlf NI Product Owner

    Messages:
    496
    I don't expect you guys to fix it within Support but providing a fix for this within 6 months by your Dev team is reasonable.
    Appreciate your interaction in this matter.