Cancelling an unfulfilled order? No product in Kontakt.
Nearly a week ago, I purchased a VST (download) that never got added to my account. Nothing in Kontakt nor my purchase history. While I understand that this is busy season for you, if a digital purchase cannot be activated a week after purchase then I'd rather not sit here waiting on CS, missing all the holiday sales.
Is there any way to refund my unfulfilled order considering I never got an invoice, nor any kind of email from NI or is a charge-back the only solution?
Thanks and happy holidays
Answers
-
What did you buy? From who? And when?
If this was direct from NI - I nabbed a couple of things during the Cyber Sales window this year and as long as I was logged in during my purchase - there was literally about 15 secs between me clicking Purchase and then getting a response from the system. It was almost instant.
The NI system is fully automated and about as good (and as fast) as any I have ever seen - as long as everything is in order.
But if you got nothing after a week - there is something else going on. Like issues with your acct. With your mail. With something.
VP
0 -
Claire, Official Store, like a week ago.
0 -
To answer your added comment,
I wasn't a registered user when I was making the purchase, I did fill out my contact info and billing address as they asked though, even paid with an account linked to the same email as this NI account. So it's 100% showing up in their Stripe Merchant Account, which means I'm at a mercy of an underpaid, overworked CS member stumbling upon my ticket and bothering to clear it. This is literally the first time an online purchase I made wasn't activated a nano-second after completing it.
0 -
There is the difference then. I have no recent experience with the system as a user without an NI acct.
I have had mine since 2002 and always just log in when I am shopping on there.
The first test for you is to see if you can actually login to your account via the NI Home Page:
If you can login here - that is a good sign as your account would be set up and you should see the standard layout in there - including your product purchases.
If you cannot login there - an account must exist before product can be applied to it - this may be the reason for the delay. I do not know what is involved in account setup.
And do not confuse Stripe with any relation to your NI acct - Stripe is simply the credit card portal that NI uses. It has nothing to do with any active NI acct.
VP
0 -
I am logged into the account on both the NI Store and Community, Support pages. I even opened a ticket that's basically collecting dust. There's no issue on that front, it's that my purchase history is as non-existent as my patience.
0 -
You cannot see ANY purchase history?
I notice you said you already had Kontakt (As you purchased Claire). If this is a valid NI account - what do you see under Products, Serials and Downloads? Do you see Kontakt. Or Komplete. Or anything listed there?
And - have you already installed Native Access - specifically v3.16 (or higher) and fired it up?
If all of these are dead ends (or empty) - your NI acct is either wrong or you have another with a different email.
VP
0 -
After purchasing Claire, I downloaded Native Access 3.16 and downloaded the free Kontakt 8 Player from the NAccess since I saw that Claire only supported v8+. I opened it up and the only thing there is some Piano Uno. Claire shows up with other VSTs in the "New instruments for you" and leads back to NI Store.
I did check my browser for any accounts I might've created with NI that I forgot about and there's nothing. It's not even a possibility as I specifically remember creating a new account and entering the billing address before making a purchase.
There's nothing anywhere, not in Products not in Purchase history, there's literally nothing.
0 -
All I can deduce is either you are logging in with specific credentials that you believe "should" be your NI acct credentials - but are clearly not.
A totally blank account product history AND order history are very clear this is not the right account AND your description of Native Access and what you see in there makes no sense - like only seeing Piano Uno - you should see at least a dozen things in NA - even if you never bought anything in your life - the Komplete Start stuff and other freebies should be in there.
Would like to request a screecap of what you see in Native Access.
OR - you purchased Claire with a different email and that one that is either not setup or where the goods are connected to.
This sounds like job for Sales Support to tackle as it is clear there is a major disconnect somewhere here.
VP
0 -
I'll drop a few screenshots of what I'm seeing on my end, so you can get a better picture of just how lost I am.
Anyhow, even though we've hit a dead-end, I'd like to thank you f
or troubleshooting this with me. I filed for a charge-back with my bank and will avoid NI like a plague. I'm sure they're a great company with an impeccable track record, but you know, first impressions are important. I'll probably jump on that Modern D bandwagon and see if it's worth the hype.
On the off-chance that NI bother to fix this soon, I'll of course cancel it and stay a happy NI camper.
0 -
Ok - the NA screenshot shows that whatever account you are logged in with - has some product attached to it and that is a good sign. But even my NI account product listing shows stuff like this:
As being an installed product.
Suggest you go ahead and maybe install the JC library (I see yours is not installed) and see if it shows up in your NI online account.
There is something way out of wack with the email and password you are using for Native Access and the one for your account.
I have to believe that your NI account would have some proof of your screencaps - like at least a product entry for Komplete Start (which looks like what you are displaying here).
VP
0 -
I wasn't a registered user when I was making the purchase,
This is literally the first time an online purchase I made wasn't activated a nano-second after completing it.
You can not expect a computer to add a product to a not existing account. The fact that you make an account later using same email address does not help you to travel back in time , you still did not have account when you purchased. If you did not have an account then maybe Native instruments sent you a sort of redemption code to use in Native Access. Have you checked all emails including spam folder for the mention of a code to redeem ?
I specifically remember creating a new account and entering the billing address before making a purchase.
You lost me , I thought that you were not a registered user at the time of purchase since that's what you wrote earlier ?
I'm at a mercy of an underpaid, overworked CS member stumbling upon my ticket and bothering to clear it.
Don't worry , annoying as the mishap is then N.I. will make sure that you either get what you bought or get a full refund. Only problem is that response times are long since both there is a sale going on and since N.I. support do not work on holidays such as Christmas time which gives an extra delay. Also the N.I. forum Customer Care employee that is usually able to at least assist checking state of things is not here until January 6th. But if you have already mad e a ticket then support ought to fix things for you.
0 -
@PoorFellow , when you purchase anything without an account at NI, they move you to the page page then they ask you for your Native ID. Obviously, when I was making the purchase (i.e. pressing "Buy" on Claire's store page) I wasn't a signed up user. You're following me so far? Then, I created a new account and filled out my Billing Address. Still following? Then, I pressed "Continue" and they moved me to the Pay & Confirm page where I automatically signed into my Link account and paid for the darn thing.
There, easy. Except, they didn't add the thing to my account. Oops.
@Vocalpoint , Not sure what you mean by Komplete Start, isn't that like a $100 3-version started pack? If you mean proof of the screencaps in general, then I don't know what I could show other than my contact page, which if I'm being honest, blasting that info on an open forum doesn't sound like a good idea. That being said, they didn't even give me an invoice so all proof of this even happening is their name on my bank invoice.
Personally, I think this is far far simpler than that. Their system messed up and that's all there is to it. Because I remember on the second day of waiting for my activation to arrive, I tried to purchase Claire again (to see if it'd let me) and Stripe kicked me out of the checkout page. Basically, they didn't even let me make the purchase again, as I think for obvious reasons. Except when I tried again now, they're giving me the option of paying twice for what I should've gotten the first time lol
0 -
I feel a confusion rising and since it doesn't seem like this forum has an "Edit" function for new users, I'll just make the clarification here.
What I mean by the "invoice" they didn't sent me is…. well, the digital invoice they send you when you complete a purchase. It's usually the store itself or it's payment provider.
What I mean by the "invoice" on my bank account…. well, the invoice on my bank account. Not NI related.
0 -
"@Vocalpoint , Not sure what you mean by Komplete Start, isn't that like a $100 3-version started pack?"
I mean this:
Komplete Start | Free music production software
Which is what looks like makes up most of your current config.
Again - I believe this is exactly as PoorFellow is describing - something is out of order here. What that is - is unknown - but will be hopefully get sorted.
VP
0 -
@Vocalpoint , @PoorFellow , once again, thank you guys for troubleshooting this with me. I honestly doubt that this will get resolved anytime soon, at least not from their end but once can hope, I suppose.
Happy holidays champs!
1
Categories
- All Categories
- 19 Welcome
- 1.4K Hangout
- 60 NI News
- 748 Tech Talks
- 3.9K Native Access
- 16.1K Komplete
- 1.9K Komplete General
- 4.2K Komplete Kontrol
- 5.6K Kontakt
- 1.5K Reaktor
- 369 Battery 4
- 823 Guitar Rig & FX
- 421 Massive X & Synths
- 1.2K Other Software & Hardware
- 5.6K Maschine
- 7.1K Traktor
- 7.1K Traktor Software & Hardware
- Check out everything you can do
- Create an account
- See member benefits
- Answer questions
- Ask the community
- See product news
- Connect with creators