Download order "Under Review"

Shlitser
Shlitser Member Posts: 6 Newcomer
edited October 22 in Komplete General

I recently bought komplete my order is being reviewed. This has never happened to me before, and it's already been more than a day.

I did as instructed and submitted a support request. Still, I've received no reply from anyone. It's confusing since my credit card already shows the pending transaction.

Is there a way to contact someone in real time please?

Appreciate any help!

Comments

  • Kaiwan_NI
    Kaiwan_NI Administrator Posts: 2,852 admin

    Hi @Shlitser sometimes our team needs to manually handle orders due to payment-related issues. We received your ticket and your order will be processed soon!

  • Shlitser
    Shlitser Member Posts: 6 Newcomer

    Hello Kaiwan_NI,

    I appreciate that the Native Instruments team sometimes needs to manually handle orders due to payment-related issues. However, I would like to have a clearer understanding of what "soon" means in this context. Could you provide an estimated timeline for when this might be resolved? Understanding this timeframe would help me manage my expectations better.

    Thank you in advance for your assistance and understanding.

  • Shlitser
    Shlitser Member Posts: 6 Newcomer

    Hello,

    I am reaching out again regarding my order for the KOMPLETE 14 STANDARD Upgrade, placed on 11/22/23, which is still showing as "Under Review" as of today. My account was charged on the day of purchase, and now it's 11/27/23 without any significant update on the status of my order.

    This prolonged waiting period without clear communication is unacceptable and is becoming a source of concern for me. I would like to understand why my order is still under review and when I can reasonably expect it to be processed. Increased transparency and a swift response would be greatly appreciated.

  • Shlitser
    Shlitser Member Posts: 6 Newcomer

    Hello,

    As of 11/28/23, I have yet to receive any response or update regarding my order placed on 11/22/23. My account was immediately charged, yet the order remains "Under Review." This ongoing lack of communication is not only deeply concerning but also unacceptable. I am now considering requesting a refund if this issue is not promptly resolved. I demand an immediate update on the status of my order.

  • owen
    owen Member Posts: 2 Newcomer
    https://community.native-instruments.com/discussion/comment/111339#Comment_111339

    I am having the same issue here, you're not the only one. My order has been "Under Review" a month and I've been emailing them and not one seems to reply to my ticket and e-mail. I have no idea what is going on but I am very unhappy and unsatisfied with NI's Customer Services.

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