E-Voucher Not Working for Eligible Product?

TomSynsongs

@Jeremy_NI Hi Jeremy, just a short follow-up on this:

Two days after the first reply, one of your colleague sent me another reply, saying that the "free instrument" coupon, sent during the Cyber Sale Offer, is not valid for "new products".

So… first, I have the original mail by NI which does in fact limit the use of the free instrument coupon, but not related to "new products". In fact, the product I was looking for (Electric Storm Deluxe) is back to its normal pricing, is a Kontakt instrument below the value and neither a 3rd party product, nor hardware, an upgrade, edu-license or a crossgrade.

Second, none of the limitations associated with the free instrument coupon were displayed at the time of purchase, neither on the NI website, nor in blogs or on websites of official dealers. Maybe it would be a good idea to communicate the limitations in a better way, because otherwise it seems unlikely that the limitation is valid with regards to consumer rights. According to German law, a customer must be informed about the substantial characteristics of goods they purchase and this also includes the conditions of vouchers and their validity. Since this voucher was an important element of the sale, especially with regards to motivate buyers, it should make NI look like a cool and friendly company and make customers happy - not limit them afterwards.

I have forwarded the original mail from NI to your colleague and hope that this will now get sorted.

Best regards,

Tom

PK The DJ

Electric Storm Deluxe is a new release. Unless new products are offered at a introductory price, discounts from vouchers, sales etc. generally don't apply to newly released products.

This is not a new or hidden policy or one that's unique to Native Instruments.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/202969#Comment_202969

So… first, I have the original mail by NI which does in fact limit the use of the free instrument coupon, but not related to "new products". In fact, the product I was looking for (Electric Storm Deluxe) is back to its normal pricing, is a Kontakt instrument below the value and neither a 3rd party product, nor hardware, an upgrade, edu-license or a crossgrade.

I think it's just a matter of miscommunication. The voucher was not available because the library was already discounted for a short period after release, this would be considered as a special offer:

It is NOT valid on updates, upgrades, crossgrades, edu licenses, hardware, NKS partner products, or products that are part of a special offer.

You should now be able to spend the voucher on it, now that it's not discounted anymore. If not, get back to my colleague and let him know.

TomSynsongs

@Jeremy_NI Thanks a lot for taking care. Indeed I was thinking the same, however since then I did try multiple times after the discount has been removed and the price was back to normal. Still it is not possible to redeem it.

I have sent multiple copies of the screenshot to support, explaining the situation and I have also tried again last afternoon prior to sending my reply - and just a few seconds ago (see screenshot). The result is always the same.

Since the coupon is not deemed wrong in general (because this would generate a different message), there is something else wrong.

screenshot_02.jpg

Jeremy_NI

https://community.native-instruments.com/discussion/comment/203181#Comment_203181

I've added a note to your ticket. Could be a little glitch in our system. I'm sure my colleagues will figure this one out and settle this.