10 Days after spending more than 1.500 on site and no updates at all!

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iamcyfin
iamcyfin Member Posts: 6 Newcomer
edited December 2024 in Native Access

I made 2 purchases on the 23rd of November and still have not heard of any update. I have tried 8 times on the Live Chat and only once connected with an agent who told me that they would create a ticket to a specialist, and 7 days after that reply, no other response from human agents whatsoever!

Not even 1 update after 2 purchases since the 23rd November! Only order confirmation that I have paid! You take the money but do not bother helping your customers.

This is poor service. I have been trying to reach you for more than seven days and still haven't received a response. This is unacceptable! How can you expect me to continue being your client after this?

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  • iamcyfin
    iamcyfin Member Posts: 6 Newcomer

    If I still do not hear any updates within this week ending Friday 6th of December 2024, I will be filing a complaint, settlement and refund of the whole transaction as I need the products and will get them from Thomann instead.

  • PK The DJ
    PK The DJ Member Posts: 2,802 Expert

    I'd suggest providing some useful information, such as - what were your two purchases, and what updates are you expecting? Did you buy software, and you want a software update after 10 days? 🤔

  • iamcyfin
    iamcyfin Member Posts: 6 Newcomer

    I purchased the KONTROL S49 MK3 + KOMPLETE 15 ULTIMATE Upgrade for S-Series MK3 DL Bundle, and 10 minutes later, with another transaction, I bought the MASCHINE MIKRO MK3. I did receive separately both Order confirmations since then nothing about my orders, and both order statuses stack on ''IN PROGRESS''.

    It is very frustrating, as no one has even informed me or updated me since my purchases. No phone number or any human to help me so far.

    I can understand if there is a reason for the delay but when you make a good spend and no one is informing is very upsetting and poor customer service.

  • PoorFellow
    PoorFellow Moderator Posts: 7,415 mod

    @Jeremy_NI , the above is in need of someone with your abilities.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,966 admin

    @iamcyfin Sorry to hear about your troubles with your orders. I've pinged my colleagues, they should get back to you shortly. We're in the middle of a big sales special, our response times are affected.

  • Kymeia
    Kymeia NKS User Library Mod Posts: 5,870 mod
    https://community.native-instruments.com/discussion/comment/194990#Comment_194990

    I presume you have checked your spam filter?

  • iamcyfin
    iamcyfin Member Posts: 6 Newcomer

    @Jeremy_NI Thank you so much for your help. Hopefully, I will have a response soon, as I want to buy more products but will not do so if I do not resolve the previous ones.

    @Kymeia Yes, I have been checking my spam mail and everything else closely.

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