Technical issue affecting some orders placed between Nov 22 - 27, 2023

Kaiwan_NI · 2023-11-28T16:55:27+00:00

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Hi everyone,

Between November 22 and November 27, 2023, a technical glitch occurred with the shop on our website. Unfortunately approximately 1% of orders placed during this period were affected by this error. If you are still waiting for your orders to be fulfilled, we will get in touch with you with a solution shortly. Please rest assured that we are actively working on resolving this issue.

If you have already reached out to our Customer Care team, we appreciate your patience and will get back to you as soon as we can.

To ensure a smooth shopping experience, we offer the following tips:

Deactivate any VPN software affecting your location.
Double-check and confirm the correct country by clicking the location pin icon in the upper-right corner of our website's browser window.
If the selected country does not match your billing and shipping address country or displays an incorrect currency, please refresh the page. Alternatively, reach out to our Customer Care team for assistance.

We understand the frustration this situation may cause and appreciate your understanding.

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Comments

ROConnor

Thanks for the update @Jeremy_NI - what's appreciated is knowing the cause behind the problem and that the team are working to resolve it.

FYI, I can't see the location icon pin you're referring to, only the profile and cart icons. The URL is ending with /en though so guessing that means UK, which is where I'm based.

JCinvisible

Thanks for the update. Hopefully it will be fixed soon.

Shennessey

Thanks for the update, I'm waiting on an order and here is my support tix number:

4126677 - creative mix bundle not in native access

Darksh4d0w

I don't know if it's the same problem that i got. I got 3 emails, one notifying that the order was placed, another one confirming the order, then the third one was the invoice, but never received an email with the download link, nor the serial number; it doesn't even show under licenses on "My Account".

Is that the problem you're talking about or is something else? I've been trying to contact you guys since Saturday and no answer

edbrsk

https://community.native-instruments.com/discussion/comment/111627#Comment_111627

Hey @Darksh4d0w yep, same issue we are having here! I've been waiting since Friday... Hopefully they can gave us the serial before the weekend...

Sequencesounds

Waiting a week now, with no reply from support

Money has been taken, but no product

https://community.native-instruments.com/discussion/19056/order-status-under-review-for-3-days-now-why#latest

Shlitser

Same here, order placed on 22/11/23.

This is unacceptable.

edbrsk

@Kaiwan_NI Is there an estimated time for when the orders will be processed? I work for a company that handles payments as well... and if we had this many orders stuck without being processed, we would be in trouble... Really disappointing....

DiamondEyes

This is totally unacceptable. It's irrelevant how busy you are, orders shouldn't need to be manually approved in the first place. You're the only company I know of that has to do this. What is it? 1998?

Sort it out! Keeping customers waiting for products they've spent hundreds of pounds on is absolutely ridiculous. Given that nothing physical needs to be sourced, shipped, manufactured, etc.

Leaving us for days if not weeks without any form of response. No way to contact customer services by phone or live chat. Just a ticket that goes into the abyss with no reply. Completely unacceptable.

With any other company, you'd usually have an SLA of a few hours for a high-priority incident. So unless you consider customers paying for products they can't receive to be a low priority then this should have been fixed by now.

Kaiwan_NI

https://community.native-instruments.com/discussion/comment/111597#Comment_111597

Hi @Shennessey your order was not affected by this technical issue. You can find the Creative bundle in iZotope's Product Portal, not Native Access. Sorry for the confusion!

Kaiwan_NI

Hi all, if you haven't received an email from us already regarding the status of your order, you'll receive one soon later today or tomorrow. Thank you for your patience and apologies again for the trouble.

vaju

It is really unbelievable how bad this service from Native Instruments is. I have paid 500€ and I get neither my products nor any answer to my countless tickets.

edbrsk

Hi @Kaiwan_NI , could you please let us know how many users are affected by this issue? I purchased the product on November 27th and I believe I may be one of the last ones impacted by this problem. My support ticket number is 4125528, but I haven't received any response yet... I'm just wondering when we can expect a solution. PayPal suggested waiting until December 4th before filing a claim, but that's coming up soon... Thanks

ROConnor

Just chiming in again to thank @Jeremy_NI and the rest of the team for sorting this out - I have now received download codes etc so just hoping no issues when actually getting it set up and activated 😬).

I appreciate the help in getting this resolved

deanjgrey

It's been 2 days after I have paid for my order. Sent a few support requests, and haven't heard back from support.

When will I be able to access what I paid for?

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