Unable to get orders fulfilled

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LesMatheson
LesMatheson Member Posts: 3 Member
edited October 2024 in Native Access

On Saturday I ordered 2 products, and they got stuck in the "in progress" state (even though my card was charged). On Monday both were cancelled by "Robert", and I was informed that I should expect refunds in a a few business days.

I re-ordered (fortunately there's plenty of credit limit left on the card), and now my new order also seems to be stuck.

I do not understand how to actually purchase NI products. I'm assuming if customers cannot purchase, that's bad for company revenue and would be addressed quickly? But I notice it's been going on for a very long time:

https://community.native-instruments.com/discussion/13858/order-still-in-progress

Here's my order number: 60001347861C

Also… nobody responds on the NI customer support chat. It seems like the only thing that's working at NI is the part that charges for products which won't actually be delivered?

Please help!

Comments

  • LesMatheson
    LesMatheson Member Posts: 3 Member

    The big concern I have is "maybe NI will go out of business and all of the money we have invested will go down the tubes, since nobody will be able to activate products they already own"?

    https://www.perplexity.ai/page/Native-Instruments-Order-9XqsrygPRnuoOzKfU1v0IA

  • DunedinDragon
    DunedinDragon Member Posts: 1,114 Guru
    edited June 2024

    I ordered the Action Strings 2 bundle on Friday and everything went through fine within minutes and I was able to start and complete the download. Since the only difference between mine and yours was mine didn't occur on the weekend, so that makes me think there may have been some fault on the product server that takes and delivers orders for NI. Since there's no one there on weekends they had no one to troubleshoot or fix the problem much less directly respond to your support request.

    I would assume they can get this all worked out today with everyone back at work. But this is one reason why I always make my purchases with PayPal. In the past I've had problems with various software deliveries from vendors and this makes it easy to open a grievance with PayPal which puts them on the clock to respond to PayPal and protect charges on my card.

    Like most software companies it looks like NI contracts out these software purchases and deliveries to an outside company.

  • PoorFellow
    PoorFellow Moderator Posts: 7,359 mod

    Another one for @Jeremy_NI , ref. original OP post

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin

    Please get in touch with my colleagues here: https://bit.ly/n1orders My colleagues will surely sort it out.

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