I don't get any response for my bundle purchase

talreg
talreg Member Posts: 4 Newcomer
edited January 7 in Komplete General

NI doesn't have any real support, and before I dispute the transaction, I want to ask if it happen to anyone else. I bought the bundle with the keyboard - no movement on that for 4 days, didn't get any information or any way to contact them.

I'm guessing I'm not the only one, wondered what should I do

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Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,131 mod
    Answer ✓

    @talreg We have a whole customer support with very dedicated agents. It's not that the office is closed but only the staff is reduced to enable people to get some rest in these times. I see your requests in there, so you found your way to support. My colleagues will get back to you as soon as possible.

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 5,089 mod
    https://community.native-instruments.com/discussion/41014/i-dont-get-any-response-for-my-bundle-purchase

    NI doesn't have any real support,

    Sure they do , however only support initiated through the web support interface, and for purchase issues there are even chat support at day time on normal workdays : N.I. Purchase Support , In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

    But of course , if you by 'real support' mean phone support then no they do not have that.

    and before I dispute the transaction, I want to ask if it happen to anyone else. I bought the bundle with the keyboard - no movement on that for 4 days, didn't get any information or any way to contact them.

    Not sure exactly how much that you "didn't get any information" , you didn't even get any order confirmation ? Else yes , it has been seen before that people are wanting information about when the keyboard ships.

    I have no access to any information about your account or your purchases , and the best I can do for you is to call for @Jeremy_NI and ask could you please check state of this purchase for talreg ? (Jeremy will not be here before Tuesday normal work hours).

    Else , you have absolutely nothing to worry about , N.I. is no small candy shop and they fulfill their sales, so even if there has been a mishap of any kind here , not suggesting there has been , just saying that even then things will be fixed and you will get your keyboard and software.

  • talreg
    talreg Member Posts: 4 Newcomer

    I have left two or three messages within the web interface, and nothing. I didn't see any webform, just an unsmart chatbot that couldn't help with anything.

  • BIF
    BIF Member Posts: 1,021 Guru

    Support will be coming back from the holidays to work this week. Jeremy has already been tagged by poorfellow, so he'll come along. He's been super good about getting stalled issues out of the mud and back on the road again. So don't just give up.

  • talreg
    talreg Member Posts: 4 Newcomer

    I can (maybe) get the "no phone" support. But an "intelligent" (e.g AI) chat bot? a web form? that's not too much to ask for.

    Also, if there is not support between X and Y (people can have vacations, that's legal!) they should state that on the out going mail and in the web site BEFORE you purchase. But they "forgot"…

  • BIF
    BIF Member Posts: 1,021 Guru

    Not my zoo, not my monkeys.

    I'm just chipping in to tell that "humans" will be coming back this week. I can't do anything about bots.

  • talreg
    talreg Member Posts: 4 Newcomer

    No one accuses you of anything! and thanks for the response.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,131 mod
    Answer ✓

    @talreg We have a whole customer support with very dedicated agents. It's not that the office is closed but only the staff is reduced to enable people to get some rest in these times. I see your requests in there, so you found your way to support. My colleagues will get back to you as soon as possible.

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