Order problem

Toma
Toma Member Posts: 3 Newcomer

How can I cancel an order? On 5 July 2023, I ordered a Komplete Kontrol S88 MK2 keyboard. The order was confirmed. The purchase price was charged to my credit card on the same day. 9 days have passed since then, I got no information about delivery, the order status is "in progress". NI has promised a delivery time of a few days within the EU on its website. Four days ago I asked for support online, but they did not reply yet. I find this situation strange and would like to cancel the purchase.

Best Answers

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,144 mod
    Answer ✓

    @Toma I see that you submitted a request through our support, I've pinged my colleagies, someone should get back to you shortly.

  • Toma
    Toma Member Posts: 3 Newcomer
    Answer ✓

    At last, yesterday, NI’s Support notified me in email that NI currently unable to fulfil my order for the S88 Mk2 as it is currently out of stock, and they do not have an estimated timeframe for when it will be available again.

    So NI cancelled my order. Today, the purchase price was refunded. As a token of NI’s apology, I was offered a voucher which is valid in the next 12 months for any kind of Native Instruments software product on their webshop.

    So my case was closed this way.

    For some reason my order status has changed to „shipped” on my order history page. (Perhaps it would have been more accurate to write „slipped”.)

    Anyway, thanks to Jeremy and Kaiwan for finally getting a response from the Support team and getting to the bottom of this.

Answers

  • Sunborn
    Sunborn Member Posts: 1,187 Expert

    "You can cancel your order within two weeks of receiving the first goods delivery in writing or by e-mail (excluding customers in Japan). The above provision does not include software products opened by the customer or download versions for any product. Further information can be found in our Terms & Conditions. Subscriptions can be canceled towards the end of an agreed term (e.g. monthly, or yearly). Further information can be found in our Terms of Service."

    https://www.native-instruments.com/en/shop-information/online-shop-faq/

    However, it is most likely that not Native Instruments, but the local couriers in your country is not to be blamed for that. I suggest you wait 6 more days (a full two weeks period).

  • Toma
    Toma Member Posts: 3 Newcomer

    "However, it is most likely that not Native Instruments, but the local couriers in your country is not to be blamed for that."

    I have checked with the shipping carrier provided (UPS), but there is no record of goods being passed to them by NI with the order identification number. So I wouldn't blame the "local" couriers.

    "You can cancel your order within two weeks of receiving the first goods delivery in writing or by e-mail (excluding customers in Japan)."

    The quote in the reply is irrelevant to my problem. It is not as if I were unhappy with the quality of the product within two weeks after I recieved the product. As I said, I did not receive the product (and I did not receive any response to the complaint I made on the online interface).

    Maybe the online support is not working. Can you tell me what the email address is for NI? The terms and conditions state that it is possible to email NI, but I do not find it.

    As of now (16/07/2023), no progress has been made.

    😟😟😟


    ---


  • Sunborn
    Sunborn Member Posts: 1,187 Expert
  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 7,144 mod
    Answer ✓

    @Toma I see that you submitted a request through our support, I've pinged my colleagies, someone should get back to you shortly.

  • Toma
    Toma Member Posts: 3 Newcomer
    Answer ✓

    At last, yesterday, NI’s Support notified me in email that NI currently unable to fulfil my order for the S88 Mk2 as it is currently out of stock, and they do not have an estimated timeframe for when it will be available again.

    So NI cancelled my order. Today, the purchase price was refunded. As a token of NI’s apology, I was offered a voucher which is valid in the next 12 months for any kind of Native Instruments software product on their webshop.

    So my case was closed this way.

    For some reason my order status has changed to „shipped” on my order history page. (Perhaps it would have been more accurate to write „slipped”.)

    Anyway, thanks to Jeremy and Kaiwan for finally getting a response from the Support team and getting to the bottom of this.

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