Purchasing Issues (Komplete Ultimate 14 Upgrade)

Universon

Yeah, unfortunately nothing worked... I honestly have come to the conclusion that the "one time use" Voucher recorded a "False Positive" by reaching the stage of Purchase, whereby the purchase failed and so the voucher was not used, but was recorded as having been used. From there, I don't think that they have a new message setup for this particular failed voucher (as it can be used with other discounts) so I guess it defaulted to the message, which is the only other instance.... whereby it says it can't be used with other vouchers, rather than "has already been used"... because the default seems to be for when you are stacking discounts which is normally outlawed. Oh well... all guesswork, but seems fairly logical. I'll cry into the corner and hope for a refund of the £45 off that convinced me to make the purcahse.

Universon

@Kymeia

To Re-Clarify.

The $50/£45 Voucher WAS NOT expired when we were trying to use it, it has only just expired today.

The $50/£45 Voucher WAS and EXCEPTION to the standard rule of Not using a Voucher on Discounted Vouchers.

The Voucher was specifically advertised as an EXTRA discount on the sales.

You did NOT have to wait until after the sales in order to use it.

The Issue with the Voucher Occurred NOT when applying it - It succeeded.

The Issue was that for some of us, due to site issues/heavy traffic or some associated reason - Purchase Failed.

After this point applying the Voucher did NOT succeed.

I am guessing that a FALSE POSITIVE was recorded, so that the voucher is recorded as USED against your account for the incomplete transfer caused by the site, therefore instead of its correct application for discount it was unsuccessful, whereby you receive an error message. In this case, I expect that the error message was the generic one associated with stacking discounts, as they had not created a special one for people trying to use the same voucher twice (once per account) - Therefore the False Positives, were registered as having used it, but received the message that it couldn't be applied due to stacking.

You didn't need to wait until after the sale to use it, it was for the sale...

Unfortunately the Voucher is now dead, however perhaps NI will be nice enough so as to honour us with refund of voucher amount if purchase attempted, or credit/special voucher of voucher amount if purchase attempted,

Kie

https://community.native-instruments.com/discussion/comment/121463#Comment_121463

Thanks @PoorFellow The first thing I did, was raise a ticket with support. I just wanted to re-affirm Universon's problem. Looks like our issue was caused by a failed transaction.

PoorFellow

https://community.native-instruments.com/discussion/comment/121472#Comment_121472

The voucher in question (e.g. : NI-HOLIDAYS23-EU) actually did work with already discounted items such as K14 bundles !

Universon

[Note: No idea how long ago THIS was meant to have been posted, but it appears not to have, what the hell, smashing it on anyway]

Yeah, unfortunately nothing worked... I honestly have come to the conclusion that the "one time use" Voucher recorded a "False Positive" by reaching the stage of Purchase, whereby the purchase failed and so the voucher was not used, but was recorded as having been used. From there, I don't think that they have a new message setup for this particular failed voucher (as it can be used with other discounts) so I guess it defaulted to the message, which is the only other instance.... whereby it says it can't be used with other vouchers, rather than "has already been used"... because the default seems to be for when you are stacking discounts which is normally outlawed. Oh well... all guesswork, but seems fairly logical. I'll cry into the corner and hope for a refund of the £45 off that convinced me to make the purchase.

Jeremy_NI

@Universon I see that my colleagues finally got back to you. Hopefully they can work out a solution for that voucher.

Universon

@Jeremy_NI

Thanks Jeremy, unfortunately not quite.

The response I received was to an earlier ticket where I had made a more general enquiry about upgrades.

Whilst it answers that particularly line of enquiry, it doesn't respond regarding the voucher, and so I have replied requesting further review re: voucher.

"Thank you for reaching out to Native Instruments and sorry for the delay.

I checked your account, in the meantime, KOMPLETE 14 COLLECTORS EDITION Upgrade for KOMPLETE ULTIMATE is registered successfully, thank you.

  Therefore, we assume we can close this email thread.

 If you have further questions, please do not hesitate to contact us again."

PoorFellow

https://community.native-instruments.com/discussion/comment/122425#Comment_122425

If you want you can double check with support here :

Quote : Matt_NI Administrator , 11:35AM

Hey everyone,

If you had any issues with the voucher, please reach out to our team here: https://bit.ly/n1orders

Log a request for a voucher issue and someone will be in touch shortly to help you grab what you were trying to purchase.

If you have done so already, please just be patient as the team is getting to everyone as quickly as possible 🙏

Universon

@PoorFellow Cheers - i'd already dropped a ticket at the time I think, but put another one in now... just in case, cos it was a few days ago, and I can't remember at all now.

Universon

I'm sure there was a thread where someone promised that NI were looking back through to see the tickets raised about the vouchers not applying and somehow honouring them retrospectively? I can't find it now...