Reimbursement of our costs

sylpre · 2024-10-10T06:47:53+00:00

There was an error rendering this rich post.

Is there no more telephone support at Native Instruments? We urgently need telephone support. We bought 2 VSTs without knowing that they were included in the Komplete 15 Standard upgrade. We would like a refund of the costs we paid for free. How can we get in touch with the German support by phone to solve the problem and get our costs refunded?

Find more posts tagged with

Accepted answers

mykejb

You'll need to go through the support system as there's no phone support now. You can start here - Purchase & Account – Native Instruments (native-instruments.com) If you don't get anywhere through that channel @Jeremy_NI or @Mert_NI might be able to help.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/185086#Comment_185086

It's all explained here: How to contact NI Support

Jeremy_NI

@sylpre I see that you finally were able to get in touch with support, like all the customers we deal with every day. I'm not sure why you struggled so much, despite several people explaining how it works several times.

All comments

mykejb

Jeremy_NI

@sylpre Yes, exactly like @mykejb said up there. Contact our support and they'll initiate a refund.

sylpre

https://community.native-instruments.com/discussion/comment/183258#Comment_183258

Hi Jeremy, Thank you for your reply! But how can I contact the support? I don't see any support e-mail address or phone number or something.

sylpre

When I click on Purchase & Account I just can see this menu:

Wichtige Themen

Weitere Artikel

(some links that I can't add here because the system doesn't alow it)

What do I have to click? Below that there is a button with "Log Dich ein, um den Support zu kontaktieren". But I'm already logged in.

PK The DJ

Follow the instructions you've been given.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/185086#Comment_185086

It's all explained here: How to contact NI Support

sylpre

https://community.native-instruments.com/discussion/comment/185091#Comment_185091

When I click on "Log in to contact support" it forwards me to this side https://support.native-instruments.com/hc/en-uswhere I just can get to the community here. Or when I click on the other links it doesn't show me any contact possibilites to the support. There is no "need any help" button as described in the link you forwarded me. It drives me crazy! Since weeks we are trying to get in contact with the NI support to get our money back! That can't be true!

It must somehow be possible for customers to get a telephone number where they can clarify such things simply and easily! We also have no time and no desire to sit in the recording studio for hours after work and research how else we can contact NI's accounting department to get our money back! It must at least be possible to contact the support team by e-mail! What is this all about?

sylpre

Take a look at the reviews from other users about Native Instruments' support. That speaks volumes. We'll probably never see our money again. That's definitely the last time we'll be buying anything from this sap shop! This is a mess!

https://www.google.de/maps/place/Native+Instruments+Holding+GmbH/@52.4991677,13.4451409,17z/data=!3m2!4b1!5s0x47a84e53c627caf5:0x27a3c1c6d9d08efc!4m6!3m5!1s0x47a84e53b98c9f57:0xa4afbbe2decadf51!8m2!3d52.4991645!4d13.4477158!16s%2Fg%2F1vn_x_7l?entry=ttu&g_ep=EgoyMDI0MTAxNi4wIKXMDSoASAFQAw%3D%3D

Lionzinio

Just a thought for NI

If you have to have an entire page called “How to contact (Kontakt??) NI Support”, then your system of ‘support’ is probably way too difficult and clumbersome. When I need help with anything, what I desperately want to find is someone who wants to help me, not someone who might possibly be bothered if only I can find my way through their Byzantine ‘support’ system.

We all know that the purpose of this is to gatekeep ‘support’ and make it as hard as possible for your customers to actually be able to contact a real person or get actual help. It’s great for NI, because it’s super cheap and, ultimately, will appear to be effective by ‘significantly reducing demands on our support teams’. But all you will have done is repeatedly punch your customers who have questions or support needs in the face, stopping them from being able to actually contact support. And preventing them from easily resolving their problems. All their problems, all the issues they face with the products you’ve sold to them will remain. Along with their new found absolute conviction that NI is yet another faceless megacorp that really, really doesn’t care about its customers.

I know NI isn’t alone in this (just try even attempting to find UA’s customer support for instance), but that doesn’t mean scrimping money here isn’t a massively false economy. The service you provide your customers when they have problems will be repaid many times over. The service you don’t will be held against you forever.

PoorFellow

https://community.native-instruments.com/discussion/comment/185221#Comment_185221

Please do not open duplicate discussions on topics, it will only add to confusion and workload of everyone here. Your duplicate discussion has been deleted by me.

As for your contact problem then I agree that it is unnecessarily difficult for some people to click through , however I have assisted many here and all but the very few manage to make a ticket by following my instructions.

Also page and site functionality or lack of same could be a browser issue , so if you have a problem getting stuff to work then also try another browser with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser ,depending on what you do not usually use)

Contact either N.I. Account Support or N.I. Purchase Support by following my instructions :

The "resolution that works" is the click through and make the right choices to open a ticket : N.I.Account Support

(You need to use browser with Cookie , Security and Extensions settings that will allow for log-in on the page for the page to work)

Scroll down to bottom of page N.I. Account Support and log in

Then click the Contact support

Then again scroll down and click the Contact N.I. support that shows

Then yes , damn it ! , then you have to click the Contact N.I. support again

(as long as not using chat bot then at the right side you ought to be able to use arrows up and down to change answer)

If you follow the instructions here then it ought to work and in the rare case it does not then I will try to call someone N.I. (E.g. Jeremy_NI) to assist. N.I. generally will assist as long as you make it possible by following rules and acts within reason.

sylpre

https://community.native-instruments.com/discussion/comment/185384#Comment_185384

I followed your description as I followed the description of the others. When I click on "log in to contact support" I always came to this site:

https://support.native-instruments.com/hc/en-us/signin?return_to=https%3A%2F%2Fsupport.native-instruments.com%2Fhc%2Fen-us%2Fsections%2F18115022767005

There is nothing to scroll down to whatever and there is no Contact N.I. support or something.

sylpre

I just want to have a phone number or e-mail address to get in contact with an employee of Native Instruments! If we dont't get our money back we know it would be pointless to involve a lawyer but then Native Instruments will get a very bat reputation by us whereever we can leave a post about this and we will never buy any products. It's as simple as that!

Jeremy_NI

https://community.native-instruments.com/discussion/comment/185495#Comment_185495

There is no direct email and no telephone. You simply need to log in to your account, choose a support section and open the chatbot. Once you have done that, the chatbot can put you in contact with one of our support agents in a live chat.

I understand the frustration but we have explained how it works numerous times. Please take the time to read the article I had sent carefully, or check this gif I have made, maybe this will be clearer for you then:

PoorFellow

https://community.native-instruments.com/discussion/comment/185494#Comment_185494

I followed your description as I followed the description of the others. When I click on "log in to contact support" I always came to this site:
https://support.native-instruments.com/hc/en-us/signin?return_to=https%3A%2F%2Fsupport.native-instruments.com%2Fhc%2Fen-us%2Fsections%2F18115022767005
There is nothing to scroll down to whatever and there is no Contact N.I. support or something.

I seriously doubt that you followed my description as you put it , since my 'description' also tells you to try other browser with no extensions and all cookies accepted (my suggestions for alternative browsers would be e.g. Firefox, Chrome, Vivaldi browser and Opera browser ,depending on what you do not usually use)

I took the time following the link that you placed and that brought me to a log in after which the chat-bot showed in the right corner of page bottom in browser. If the chat bot shows or if the page give you the opportunity to once again click the Contact N.I. support at page bottom will probably depend on the time of day and which support link and for which department that link is for.

Again : page and site functionality or lack of same could be a browser issue , so if you have a problem getting stuff to work then also try another browser with no extensions and all cookies accepted

sylpre

We did everything as recommended! The NI Chat Assistant does not establish contact with support!

Quick links

Unanswered questions