I had heard many complaints about NI tech support but I finally had a chance to try it out.
I had an issue about Kontakt, left a message with tech support and was told the tech guy would call me right back.
He did, 3 days later.
By then, I had spoken to someone from the sale department that helped me out with the issue.

Luckily I wasn\'t in the middle of an important session and didn\'t need immediate support.
Thanks NI