NI CHANGES CONDITIONS OF E-VOUCHER AFTER MY PURCHASE

MM-A
MM-A Member Posts: 20 Member
edited February 5 in Komplete Kontrol

Hi, I bought a KKA61 in December, which included an e-voucher to purchase an Instrument with the following conditions:

"Please note that, in accordance with our terms and conditions, e-vouchers cannot be used in conjunction with special promotions.

  1. This e-voucher is valid for a Native Instruments Kontakt instrument in the Nl Online Store valued at less than S499. It is NOT valid for upgrades, upgrades, crossgrades, teaching licenses, hardware, or products from our partners NKS.
  2. The e-voucher is personal to the designated person and may only be used by the designated person. It is non-transferable and may not be resold.
  3. The e-voucher automatically expires if not redeemed within six months of receipt.
  4. The e-voucher cannot be redeemed for cash."

When I tried redeeming the e-voucher (for Symphony Series String Ensemble, which complies with ALL the above conditions), I got the famous "voucher not valid" message. I contacted NI support, and that is where the nightmare began…

To make the story short, in the many messages sent/recieved during more than 1 month, NI support gave four different "excuses" of why the e-voucher was not applicable to my e-voucher: Because SSS Ensemble:

(a) "is a bundle" (???)

(b) "Comes in two versions, and are different products and do not qualify for this voucher" (???)

(c ) "A NI Kontakt instrument refers to a single Kontakt instrument However, the product you are trying to use your voucher for includes two products" (???)

(d) "SSS Ensemble is valid for a single Nl-owned Kontakt instrument" (???)

Now, NONE of these "conditions" are stated in the email with the e-voucher I received, neither are they mendioned ANYWHERE in the product page or other place in NI website!

Therefore, I must conclude that NI support invented these false condtions since they have not provided any PROOF that these conditions even exist… They simply stopped replying to my emails.

There is no way I can contact NI otherwise, and I feel I have been scammed… I appreciate any feedback of what I can do to oblige NI to comply with their conditions. Thank you.

Tagged:

Best Answer

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,656 mod
    Answer ✓

    It might not have been clear enough on the website, but it's exactly what is posted above.

    This e-voucher is valid for a Native Instruments Kontakt instrument in the Nl Online Store valued at less than S499. It is NOT valid for upgrades, upgrades, crossgrades, teaching licenses, hardware, or products from our partners NKS.

    The instrument you're referencing is not a Native Instruments Kontakt Instrument. It is a partner NKS instrument.

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Answers

  • Vocalpoint
    Vocalpoint Member Posts: 3,081 Expert

    Actually I think it relates more to this: "Products from our partners NKS"

    image.png

    This product is not an 100% NI "native" product.

    VP

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,656 mod
    Answer ✓

    It might not have been clear enough on the website, but it's exactly what is posted above.

    This e-voucher is valid for a Native Instruments Kontakt instrument in the Nl Online Store valued at less than S499. It is NOT valid for upgrades, upgrades, crossgrades, teaching licenses, hardware, or products from our partners NKS.

    The instrument you're referencing is not a Native Instruments Kontakt Instrument. It is a partner NKS instrument.

  • PoorFellow
    PoorFellow Moderator Posts: 5,506 mod
    edited February 5

    @Matthew_NI , I think that I were wrong to set your answer as the right one .

    The Symphony Series - String Ensemble is included with the Komplete 15 CE how can it then not be Native Instruments ?

    @MM-A

    Please contact N.I. Purchase Support to clear up the matter. They will either let you purchase or tell you why that you can not.

    In case that you need guidance contacting support : Please read : how to get support !

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,656 mod

    It might also be currency related. I assume you meant $ based on the S but am not sure. In any case, the product is also not less than 499, so perhaps that's why. But partner originated products can appear in our bundles despite not being NI products.

  • PoorFellow
    PoorFellow Moderator Posts: 5,506 mod
    https://community.native-instruments.com/discussion/comment/209225#Comment_209225

    Probably you hit the head on the nail here !

    not less than 499 so it does not qualify as @MM-A claims. I myself didn't properly notice the less than , I read it as 499 or less , thank you for clarifying.

  • PoorFellow
    PoorFellow Moderator Posts: 5,506 mod
    image.png
    image.png

    Price shown in respectively USD and EUR

  • MM-A
    MM-A Member Posts: 20 Member
    https://community.native-instruments.com/discussion/comment/209195#Comment_209195

    This is not the case: I have VAT removed and the price is 419.33 € (see attached screen capture) which is definetly below 499 €…

    03-02-2025_17-30-59.jpg

  • MM-A
    MM-A Member Posts: 20 Member

    This is not the case either: the collaboration with AudioBro applies to BOTH SYMPHONY SERIES and SYMPHONY ESSENTIALS, and in one of the emails NI support sent me, they included the latter as a valid option for my voucher…

  • MM-A
    MM-A Member Posts: 20 Member

    It is CLEARLY NOT a NKS partner… when it is, it says in the page, which is not the case.

    In any case, is it so difficult to say what is the REAL reason for not accepting SSS Ensemble, instead of replying nonsense excuses and having other people make hypothesis on what the reason may be?

    I think this is ridiculous and didn't expect it from a serious and reputable company as NI!

  • MM-A
    MM-A Member Posts: 20 Member

    Thanks for your help, but I have contacted them but have stopped receiving replies to my emails… I have insisted but no reply… Whay can I do now?

  • MM-A
    MM-A Member Posts: 20 Member

    Why doesn't someone tell me the REAL reason instead of making wild guesses? It's as easy as saying WHY they don't admit that library and -of course- prove that they have not just invented that reason…

    I am still wating for a reply from NI.

  • PoorFellow
    PoorFellow Moderator Posts: 5,506 mod
    edited February 5
    https://community.native-instruments.com/discussion/comment/209233#Comment_209233

    I have VAT removed

    The 499 could still be your problem in as much it is shop standard price , either way then you need to contact N.I. Purchase Support to clear up the matter. They will either let you purchase or tell you why that you can not.

    In case that you need guidance contacting support : Please read : how to get support !

    I also added the Customer Care tag to your initial post to alert customer care. But you have to understand that in the end then all such matters is decided solely by Support so you need to work it out with support.

    Whether N.I. has complied with their own rules or not then that is something that you will have to take up with N.I. Purchase Support . I advice you to approach this in a polite and civil manner until things has been cleared up and then you can accept the outcome or continue until such time as that you are satisfied.

    Generally though then it is my own understanding that N.I. comply with what is policy and sometimes then they may bend these rules slightly in customer favor but you should not expect N.I. to change what they think is the rules if they comprehend themselves as being in the right.

    Edit : @MM-A ,

    making wild guesses?

    We are not making "wild guesses" , or guessing is at least qualified guessing based upon rules.

    I have contacted them but have stopped receiving replies to my emails

    I am still wating for a reply from NI.

    This could happen if you responded in a less than polite manner or if you were given a reason that N.I. thought valid and repeatedly did not accept it.

    But I will call for @Jeremy_NI , and then he can take a look at what has happened and he will maybe be able to tell you why the state of things is as they are.

  • Vocalpoint
    Vocalpoint Member Posts: 3,081 Expert
    edited February 5

    @MM-A

    "I am still waiting for a reply from NI"

    You got one - see "Best Answer" above from Matthew_NI

    Doesn't get more "NI" than him when it comes to these forums.

    And for the record - any NI shop instrument that actually shows the logo of another company in the lower right hand corner of it's UI - is most definitely an NKS partner.

    Instruments that are native NI products - do not have logos anywhere - except the NI logo in certain circumstances.

    VP

  • Matthew_NI
    Matthew_NI Product Team Posts: 1,656 mod

    I mean - I could be wrong. But purchase support will ultimately help here.

  • LostInFoundation
    LostInFoundation Member Posts: 4,825 Expert
    edited February 5

    My 2 cents: if the “in collaboration with” are not eligible, then almost nothing is, since NI does practically collaborate on every product they realized in the last years.

    If the reason is that 499$ is not “BELOW 499$”, it’s a poor move… like when at borders they tell you you are infringing the law because it says you can pass with maximum 10000€ and you have 10000 plus 20 cents that you forgot having in your pockets… or when they accuse a couple of the same infringement because the husband had all his 10000 plus the 10000 of the wife in his pockets (even if the law says “the bearer”)…

    Or like when they gave me a voucher of “100$ or the equivalent in local currency” but didn’t apply the change rate and gave me a 100 Swiss Francs voucher. Such a pity that when it came on their prices on their webshop they DID apply the change rate…and the products that cost 99$ were listed at 104 Swiss Francs, so I couldn’t use the voucher for them…

    Btw: I’m almost sure that Matthew will come back saying he is giving only his opinion, since he is not an expert of these cases…and that final answer can be given only by the right support team taking care of these kind of issues

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