Poor Customer Service

5154joe

I place an order for a product (Maschine Plus) $1288.93. I was provide a delivery date 10/26/2024. Fedex changed the delivery date to 10/29/2024. I attempted to call Native Instruments to inform that I needed to cancel the order. Native Instruments does not have a customer service number. I used their chat option and never got a response. The system created a ticket. I got a repose the next day via email with a link that does not work. I tried to stop delivery by Fedex, but they refused. I left notation on the delivery to not delivery, due to I would not be available due to travel. The package was still delivered. I got someone to get the package to prevent it from being stolen. Now I am trying to get InTouch with Native Instruments to return the unopened package for refund. There is conflicting information provided in reference to returns. The web site show within 10 days, the email says 14 days. The web side shows: You can request a hardware return within two weeks of receiving your order by using the link provided in the Order History section of My Account. When I click on the order history there is no option to start a return process. I feel Native Instruments is delaying the process of refund so I the customer will not fall into the time allotted to return the product in a timely manner, Which is fraud practices.

PK The DJ

You ordered a Maschine Plus. The product was delivered. Why are you trying to return it?

🤔

Jeremy_NI

@5154joe we're not responsible for Fedex changing delivery dates. Our offices are closed on weekends so a ticket was created when you entered the chat. My colleagues will get back to you and I'm sure this will be sorted out. Everything is fine, you'll be able to return the product and get a refund. Also writing the same things a hundred times to the chatbot or to a support agent does not make the process faster. Thanks for your patience. Again everything will be fine, with just a little bit of patience and understanding.

5154joe

You are responsible for showing delivered so I can process a return. it shows shipped which blocks the option to start the return process. the item is has been delivered

Jeremy_NI

And again, you'll be able to return the product and get your refund.

5154joe

Another day ends and still no resolution, email on 2 tickets or anything. I will keep filing complaints until someone does their job. I have a lot of followers and they need to know how terrible customer service is

5154joe

I still have not been assisted. I need to return Order Reference #60001580485C and there is no option to do so