$25 Voucher and Customer Service

SamNI
SamNI Member Posts: 14 Member
edited January 4 in Komplete General

Hi All. Last week I purchased Komplete 15 Collector’s Edition 15 as an upgrade from K14CUE. An hour after purchase I saw a coupon for an additional $25 on the site that I missed and didn’t apply. I wrote to Customer Support, received standard “we’ll reply soon…” I followed up a few days later. Still nothing. This morning I received my Komplete 15 registration and along with that a $25 voucher. I’ve been trying to purchase another instrument and use the voucher but I keep getting the error message that the voucher is not valid even though I’ve cut and pasted it and copied it and typed it repeatedly. It seems Email and standard Customer Service isn’t going to yield any results. Does anyone have any ideas how to get Support to apply to purchase issues? Thanks.

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Answers

  • PK The DJ
    PK The DJ Member Posts: 1,988 Expert

    Did you read the terms & conditions of the voucher? What product are you trying to use it on? You say "another instrument" which doesn't tell us much.

  • SamNI
    SamNI Member Posts: 14 Member

    I’m trying to purchase Session Guitarist Electric Storm Deluxe (it’s regular price is $149 and currently is listed at $129.) Of course there’s a whole list of exclusions, but I don’t think I fall under them. In any case, thinking that might be the case I then tried a different instrument that wasn’t on any kind of sale or any kind of offer and I still got the “This voucher is not valid” message. And unanswered email from last week still exists on a different issue.

  • PK The DJ
    PK The DJ Member Posts: 1,988 Expert

    Well if it's being discounted already then it doesn't qualify (as per terms and conditions).

    What was the "different instrument" you tried?

    As for support not answering, we've just had xmas and new year. Many people are off work during that time, including NI staff.

    Then obviously, when they do return, they will have to wade through all the messages people have sent (often multiple times) over the holidays expecting a reply.

  • SamNI
    SamNI Member Posts: 14 Member

    Age other instrument I tried was RSI 1, which shows no offer/discount attached. And to leave no stone unturned, if you go to that page, at the top it offers another voucher entirely (HOLIDAY24-USD), which also shows up as "not valid."

    https://www.native-instruments.com/en/products/nks-partners/10-phantom-rooms/rsi-1/

  • Monochrome
    Monochrome Member Posts: 1,365 Expert

    RSI 1 is a NKS Partners product. E-Vouchers generally do not work for those.

    But also, the Terms and Conditions on the Holiday Season 2024 page explicitly state:

    *The e-voucher is valid on all Native Instruments software downloads of products with a respective minimum price of 49,00 € available at the NI Online Shop. It is NOT valid on updates, upgrades, crossgrades, edu licenses, hardware, NKS partner products, or products that are part of a special offer.

  • SamNI
    SamNI Member Posts: 14 Member

    Right. It's the standard "50% off everything" (excluding products with letters "e", "a", "i" and "k through w" in the name and anything purchased on a day of the week with the letter "y" in it). I have spent thousands on their products. So for their extra $25, they want to put us through this.

  • JesterMgee
    JesterMgee Member Posts: 2,981 Expert

    Quick tip: The vouchers are mostly just smoke and mirrors. They seldom work with anything other than Maschine expansions. Most useful thing for them most of the time is to line the bottom of your trash can…

  • gee2803
    gee2803 Member Posts: 2 Newcomer
    https://community.native-instruments.com/discussion/comment/201861#Comment_201861

    unfortunately so true… we have tons of gigabytes on instruments but there is always one missing that you can purchase but - oh no - it's a partner product.

  • PK The DJ
    PK The DJ Member Posts: 1,988 Expert

    I've never had any issues using vouchers when they've been offered to me. It's just a case of paying attention to the T&Cs and choosing appropriately. Any kind of discount voucher usually has terms and conditions - Native Instruments are not alone in this.

  • SamNI
    SamNI Member Posts: 14 Member

    No, but as virtual instruments’ newest monopoly (Izotope, Plugin Alliance) NI could afford to reward instead of nickel and dime their customers. But then again, that’s the problem with monopolies, isn’t it? No need to compete when there’s no one to compete with. Do you work for Native Instruments? So far you’ve defended their lack of customer service (still no reply from them on my first inquiries and to be quite frank over the years I’ve sent them multiple requests for support and few if any have ever been answered — compared with UVI and others — and if you review some of the community posts, you’ll see that’s not the rarity but rather the norm). And you’re still defending them regarding their small print and other things they do that they really don’t need to. I feel like you might have an interest in the company that you haven’t disclosed. Is that true?

  • PK The DJ
    PK The DJ Member Posts: 1,988 Expert
    edited January 4

    I'm not defending Native Instruments. Still waiting here for the long promised update to the Maschine+ which has not materialised, despite them saying it's "coming soon".

    What I'm saying is… people complaining about not being able to use vouchers on X, Y or Z is ridiculous when the terms and conditions are right there and easy to understand.

    Also complaints about not getting a reply from support over xmas and the new year….. honestly? Pretty much every non essential business shuts down over that period. How can people not realise that, or think that NI employees should be working 24/7 and be exempt from the holidays?

  • Monochrome
    Monochrome Member Posts: 1,365 Expert

    Oh well. Calling NI a monopoly was in itself ridiculous already, but to allege that other users may be NI staff in disguise is seriously a different kind of low.

    Perhaps, at this point, it would make sense to lock this discussion for good. Everything important has been already said/addressed. It's only downhill from here.

  • SamNI
    SamNI Member Posts: 14 Member

    Good morning all. I want to apologize to all for taking the discussion where it didn't need to be. It was a result of my frustration with multiple past attempts to have NI reply to any of my support requests (this was my first one re vouchers but previously there have been tech questions that still remain unanswered to this day and I'm sure you can identify with how frustrating those can be) along with my dismay that private equity companies have been buying up some of my favorite music companies (like this one, and then adding Izotope and Plugin Alliance to their portfolio as well) with the goal that all private equities share and it often does not align with artists. In any case, my apologies again if any of my comments were unnecessary and out of line.

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