I bought the 49 key MK2 and the Komplete 14 Software bundle on Sunday 11/24/23 during your Black Friday sale. I decided I wanted to trade up to the 61 key MK2 instead. I used the online Web Shop & Order Portal to send a letter just an hour after I purchased 11/24, so we could fix this before it shipped. I have now sent you two notes on the web-order portal, and most recently, I finally submitted on 11/26/23 a request for a refund and a resolution to my multiple requests for help. I have yet to have a response.
Here is the current situation: The 49-key unit arrived yesterday. I want to return the 49 key and get the 61 key. The price difference is $100.
What should I do to get this request acknowledged and resolved? What's the reasonable expectation your customers should have for a response and to resolve my/our issues?
I am a big fan of NI/Izotope and have purchased over $2k worth of your product offerings. I expect a response and resolution on a timely basis. Even if this was my first NI/Izotope purchase with you all, your customers deserve a response and resolution. I am very frustrated. I can’t get started with learning/using the MK2/-14, and I cannot open the 49 key to start learning, but your website says you will not accept returns of open items.
PO: 60000982855C and PO: 60000982924C, Ticket number for the refund request: 4131003
I am again asking for help via this chat because I have done what your site says to do. You seem to hide your phone number for customer service, I can't find your phone number anywhere on your website or the web.
Could someone please help me?
