Reimbursement of our costs

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Answers

  • sylpre
    sylpre Member Posts: 21 Member

    We contacted someone who worked in your industry and had connections to some of your employees to maybe get a phone number to NI support from him, who told us that none of his colleagues are there anymore. He also told us that if only your products weren't so good, to keep our hands off Native Instruments in the future.

    Have a look at the reviews of other users and see what they say about you and your “great” support!

    We don't give a ****** how you do it now. If we don't get our money back, it will be the last time we buy anything from Native Instruments!

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  • PoorFellow
    PoorFellow Moderator Posts: 5,469 mod
    edited October 2024

    @Jeremy_NI , sorry but I don't know how to handle this other than to ask you to look into things. I will also let you decide with respect to 'language' used here.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,401 mod
    Answer ✓

    @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.

  • sylpre
    sylpre Member Posts: 21 Member
    edited October 2024

    We did it as recommended. And it didn't work. Not even with another browser, neither with Firefox nor with Microsoft Edge. With Edge, we at least got as far as the support bot, which tried to connect to an employee but then failed to do so.

    I don't know what you do all day in the recording studio, but we don't have all day to wait until a support bot may or may not connect us to an employee. We don't know how the whole thing ended up with support contacting us, whether it was via social media where we tried to get in touch with an NI employee or whatever.

    In any case, we received confirmation that our money had been refunded. This could have been done differently, as was previously the case with NI. There was a telephone number for support in Berlin and a support email. It worked like a charm. And there are now quite a few complaints about the miserable support from many clients.

    In the end, we don't care. This is the decision of NI, whose headquarters are probably no longer in Germany. In future, we'll think three times before buying anything from NI again if the client service continues to be this bad and doesn't return to the level of service it used to be.

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