KVR Audio

jancivil · Post by **jancivil** » Thu Sep 28, 2017 12:32 am

it goes from one useless page to the next and finally in a circle. There may still be the 'join the conversation' nonsense where you make a public post about your issue, though, mind. But no such thing as a *support ticket*; in fact I have a 'View ticket' link in my back and forth with the ticket I took out before this insane runaround began and it took me to https://support.native-instruments.com/ ... %2F1298724

clever! in a sociopathic sort of way

nordickvr · Post by **nordickvr** » Thu Sep 28, 2017 12:44 am

Did you submit a request?
Once loged in go to support (tab)/general (button) /scroll to the bottom of the page to get the "contact support" (button).
May be you already did all that?

jancivil · Post by **jancivil** » Thu Sep 28, 2017 2:00 am

nordickvr wrote:Did you submit a request?
Once loged in go to support (tab)/general (button) /scroll to the bottom of the page to get the "contact support" (button).
May be you already did all that?

over and over again, in that circle I described. Have you tried it recently? I would like to know if it's just me. I don't see how that would be, I was logged in. Clicked on 'View Ticket' in the exchange where I WAS, 9 days ago able to take out a support ticket and I was taken to two different places within that vicious circle.

nordickvr · Post by **nordickvr** » Thu Sep 28, 2017 2:14 am

Always had responses to tickets, involving some variable delays.
Did you at least have an email confirming the creation of said ticket?
They may be having some issues with the hole thing.

jancivil · Post by **jancivil** » Thu Sep 28, 2017 2:18 am

I've always had support tickets, and really good support. But HERE I said "IN THE [email

] EXCHANGE where I had been able to take out a ticket, there is a VIEW TICKET LINK which TAKES ME TO... here I provided a link that is clickable, and I described what happens then.

kgdrum · Post by **kgdrum** » Thu Sep 28, 2017 2:29 am

I always contact NI support via phone and have found it to be quite good,most of the people I have dealt with are knowledgeable and helpful.
Have you tried calling them?

If you are in the U.S.A. call : (323) 467-2693

ghettosynth · Post by **ghettosynth** » Thu Sep 28, 2017 2:39 am

We can't see that link. When "we" click on it it asks for login and then says that the page doesn't exist. That makes sense to me, because it's not our ticket so we shouldn't have rights to view it. So if it doesn't show you something different then I suspect that there's just something going on with their system.

You could always open a support ticket about that, that's what I'd do anyway. Glad I don't need their support right now.

jancivil · Post by **jancivil** » Thu Sep 28, 2017 10:46 pm

kgdrum wrote:I always contact NI support via phone

If you are in the U.S.A. call : (323) 467-2693

thanks

jancivil · Post by **jancivil** » Thu Sep 28, 2017 10:58 pm

ghettosynth wrote:We can't see that link. When "we" click on it it asks for login and then says that the page doesn't exist. That makes sense to me, because it's not our ticket so we shouldn't have rights to view it. So if it doesn't show you something different then I suspect that there's just something going on with their system.

You could always open a support ticket about that, that's what I'd do anyway. Glad I don't need their support right now.

That bit does make sense, although the (well, one of the) result is totally the beginning of this circle as anyone will experience; so I thought it might be that, independent of this email, it's that out-to-lunch. But again, there is no taking out a support ticket for that or anything, that's the circle regardless for me at least yesterday. That's what I wondered was just me; the closest thing to a support ticket within the circle was "join the conversation', a forum post of a support issue.

That may be all there is anymore, it seems familiar actually.

The phone advice is all that would work at this point apparently, I got a human being and he's sending me forms. This is not a normal support issue, I have no account due to identity theft, and that theft includes deleting most of what I have from NI in backup of just this sort of thing.

jancivil · Post by **jancivil** » Fri Sep 29, 2017 12:00 am

EDIT Oct 3: the phone call interestingly is not what sorted this

NI finally did, in the email ticket from ~9 days ago.
took some time, but they're probably in some kind of event and that's normal.
so despite the vicious circle (which I still get), somebody did good support here.

jancivil · Post by **jancivil** » Wed Oct 04, 2017 12:04 am

Lowest marks by far go to IKMM in this nightmare. If they don't provide me redress right quick I'm going into it here and everywhere else I can. Nah, screw it: All the thief had to do there was complain, after they interrogated me and I produced a receipt for a significant purchase, "hell wooda" [aka son wooda] at dsucess215@yahoo.com {get the picture?} has not bought these things over these years. They actually informed me after getting my account straightened out if they got an email {that's all] from that account they would suspend mine. And today I was using the Custom Shop, after authorizing ~17 products, to 'restore' the legacy things and BOOM.

Unbelievable, I mean this is astonishing. NI, SonicCouture, FXpansion and even iLok have sorted me on this exact scenario, which I have documented to them, along with a long, long description of what's at my account at IKMM. So they cave in to a criminal with no question, after days of interrogating the actual customer.

fmr · Post by **fmr** » Wed Oct 04, 2017 10:07 am

jancivil wrote:Lowest marks by far go to IKMM in this nightmare. If they don't provide me redress right quick I'm going into it here and everywhere else I can. Nah, screw it: All the thief had to do there was complain, after they interrogated me and I produced a receipt for a significant purchase, "hell wooda" [aka son wooda] at dsucess215@yahoo.com {get the picture?} has not bought these things over these years. They actually informed me after getting my account straightened out if they got an email {that's all] from that account they would suspend mine. And today I was using the Custom Shop, after authorizing ~17 products, to 'restore' the legacy things and BOOM.

Unbelievable, I mean this is astonishing. NI, SonicCouture, FXpansion and even iLok have sorted me on this exact scenario, which I have documented to them, along with a long, long description of what's at my account at IKMM. So they cave in to a criminal with no question, after days of interrogating the actual customer.

Send a PM to Peter. He seems to be a nice, helpful and understanding guy.

jancivil · Post by **jancivil** » Thu Oct 05, 2017 1:49 am

thanks, but I think that isn't his job. Someone here PM'd me with a name of a helpful person. Peter and I have not got on well in the past. I will probably phone the other guy tomorrow, this email thing is for the birds they way they're handling it.

I have a guy that acts like he is interested but he does not seem to want to read what I email him or look at the pertinent attachments, I have to repeat the entire story over and over again. Same thing with Steinberg, just absolutely amazing failure to pay attention. Here, on top of a total break in communications when I get a different person so they have more than one story about what they have done, left hand has no contact with right hand type of thing. It's insane and it's making me crazy.

experimental.crow · Post by **experimental.crow** » Thu Oct 05, 2017 2:22 am

jancivil wrote:thanks, but I think that isn't his job. Someone here PM'd me with a name of a helpful person. Peter and I have not got on well in the past. I will probably phone the other guy tomorrow, this email thing is for the birds they way they're handling it.

I have a guy that acts like he is interested but he does not seem to want to read what I email him or look at the pertinent attachments, I have to repeat the entire story over and over again. Same thing with Steinberg, just absolutely amazing failure to pay attention. Here, on top of a total break in communications when I get a different person so they have more than one story about what they have done, left hand has no contact with right hand type of thing. It's insane and it's making me crazy.

are you sure you are not actually in communication w/ the Trump State Dept. ?...

Jace-BeOS · Post by **Jace-BeOS** » Thu Oct 05, 2017 10:10 am

jancivil wrote:Lowest marks by far go to IKMM in this nightmare. If they don't provide me redress right quick I'm going into it here and everywhere else I can. Nah, screw it: All the thief had to do there was complain, after they interrogated me and I produced a receipt for a significant purchase, "hell wooda" [aka son wooda] at dsucess215@yahoo.com {get the picture?} has not bought these things over these years. They actually informed me after getting my account straightened out if they got an email {that's all] from that account they would suspend mine. And today I was using the Custom Shop, after authorizing ~17 products, to 'restore' the legacy things and BOOM.

Unbelievable, I mean this is astonishing. NI, SonicCouture, FXpansion and even iLok have sorted me on this exact scenario, which I have documented to them, along with a long, long description of what's at my account at IKMM. So they cave in to a criminal with no question, after days of interrogating the actual customer.

I can't help you, but damn, I'm sorry to hear you're dealing with this shit. So, someone stole your identity to steal your software? That's new one on me. If you can share any "do and don't" tips regarding your particular ID theft, without further harming yourself, I'm curious about what happened.

NI support now appears to be impossible