NI CHANGES CONDITIONS OF E-VOUCHER AFTER MY PURCHASE

MM-A · 2025-02-05T15:38:55+00:00

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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.

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 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.
The e-voucher automatically expires if not redeemed within six months of receipt.
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.

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Accepted answers

Matthew_NI

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.

Matthew_NI

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.

All comments

PoorFellow

https://community.native-instruments.com/discussion/comment/209369#Comment_209369

I even have one voucher that may be used for HW, but I haven´t found use for it in past four years…

Could maybe get you a PSU if N.I. have one that you like ?

MM-A

Well, a 498€ (not 499€ ha ha) voucher is not precisely something one would want to throw away! Right?

I agree that a 30€ voucher is not very appealing...

MM-A

https://community.native-instruments.com/discussion/comment/209291#Comment_209291

Does NI customer support usually treat customers this way???

If so, I am forgetting NI and will buy from other much more reliable suppliers - such as SPITFIRE Audio- who have always been very kind and customer oriented.

I don't want to go through another nightmare like this one. I'm very deceived with NI. I thought it was a serious company...

LostInFoundation

To be fair, I must say that people working at Support will often try their best. Which, sadly, doesn’t mean they are always doing things in THE best way…only THEIR best (this could be caused by many factors, like pressure, not always on point knowledge, informations not passed correctly,…).

But this is nowadays world. I’m one of those guys that, before taking a decision, studies the case over and over… for months. I don’t know how many times I went to a shop to make some questions about a product to just discover my knowledge about it was way deeper than the one from the guy that do this as a job. But…with all the things he has to sell, it’s almost impossible to think they know the ins and outs of EVERYTHING.

Your case is a little different, since you say they gave you many different answers. If you want to be positive, you can think it’s just caused by mistakes done in good faith. If you don’t…I see why you think they are pushing your legs…

Unluckily, I’m afraid that the problem is that “their best” is heavily limited by what they are ALLOWED to do. By the people up the mountain taking the decisions (lately in a very money-centered way…)

MM-A

I don’t know how many times I went to a shop to make some questions about a product to just discover my knowledge about it was way deeper than the one from the guy that do this as a job

I understand you perfectly! That also happens to me -too- often…

Unluckily, I’m afraid that the problem is that “their best” is heavily limited by what they are ALLOWED to do

I can understand this. What I cannot understand -and irritates me a lot- Is when you ask customer support to explain why the reason they say is "A", and they reply -ignoring completely your question- that the reason is "B". You then reply demostrating that "A" and "B" are not true, and they reply -ignoring what you said- that the reason is "C", and so on ad infinitum!… See what I mean? It is very frustrating.

This is not due -I'm afraid- to the limitations of what they are allowed to do -you are being very generous- , it is due to poor customer service: you should never treat a customer as if he were an idiot!

PoorFellow

https://community.native-instruments.com/discussion/comment/209424#Comment_209424

Does NI customer support usually treat customers this way???

Some people have more negative attitude than others and some a more positive attitude, often then how things appear is a matter of point of view.

I'm very deceived with NI.

I am rather sure that N.I. has not deceived you. Maybe you mean that you are very disappointed with N.I. ?

I don't want to go through another nightmare like this one.

I do not understand that you can make a 'nightmare' out of a rather trivial occurrence.

And also I have been thinking : with respect the N.I. did not tell you that the reason were the library had to be 'below 499 $/€ then most likely that is a sort of a misunderstanding, where N.I. thinks that if they specify the general rules (including less than 499$/€) then they have told you the reason and you needed a specified reason rather than just being told 'rules'. That is of course unfortunate if N.I. did understand that there were/is a need to be very specific rather than just specifying general rules.

https://community.native-instruments.com/discussion/comment/209282#Comment_209282

By the way, I told them that I wanted to return the KB due to the voucher issue, and they "kindly" replied that the 15 day period had expired... was it my fault that it took so long to resolve this issue? I'm really happy with NI Customer Service!

If you told them at the time of making the ticket that you would return the keyboard if you did not have your way with respect to getting the Kontakt instrument priced 499 €/$ then I think that your expectation that you should get a return is OK and that N.I. should give you a return. But if you turn around after finding out that maybe you could not get your way and then want a return then I think that N.I. is in the right.

Anyway , none of this is over before it is over , so at least maybe wait until matter is completely cleared before….

Kubrak

https://community.native-instruments.com/discussion/comment/209419#Comment_209419

Well sure. But you may buy something different that will comply to NI voucher rules.

Kubrak

@PoorFellow

Could maybe get you a PSU if N.I. have one that you like ?

Good idea, maybe one day….

LostInFoundation

https://community.native-instruments.com/discussion/comment/209436#Comment_209436

Limitations on what they are allowed could also simply be somebody above them answering

“Can I allow this guy?”

“NO!”

“How do I explain him?”

“Find excuses!”

MM-A

Limitations on what they are allowed could also simply be somebody above them answering
“Can I allow this guy?”
“NO!”
“How do I explain him?”
“Find excuses!”

Well if this is true, it doesn't speak very well about NI! In any case, it is an unacceptable attitude.

Just to be clear, when I accuse "customer support" I am referring to anybody involved in CS at NI, including the boss you mentioned!

All in all, a very deceptive experience…

MM-A

Well sure. But you may buy something different that will comply to NI voucher rules.

I would love to, IF I knew what the "NI voucher rules" are! 😅 (which seems to be a top secret issue… or maybe nobody really knows?)

MM-A

If you told them at the time of making the ticket that you would return the keyboard if you did not have your way with respect to getting the Kontakt instrument priced 499 €/$ then I think that your expectation that you should get a return is OK and that N.I. should give you a return

The problem is that, innocently, at the time I made the ticket, I was convinced it was a mistake and that NI would handle this in a reasonable and professional way... When I realized this was not so, it was too late.

PoorFellow

https://community.native-instruments.com/discussion/comment/209529#Comment_209529

Well if this is true, it doesn't speak very well about NI! In any case, it is an unacceptable attitude.

Of course this is not true , it's a totally unfounded accusation or tale spun , and that is all that it is (an accusations or a tale) , and even if people repeat an accusation/tale then that does not necessarily make it true.

https://community.native-instruments.com/discussion/comment/209530#Comment_209530

I would love to, IF I knew what the "NI voucher rules" are! 😅 (which seems to be a top secret issue… or maybe nobody really knows?)

As far as I can see then you already know the 'rules' (problem is that we sometimes tend to read things the way we wish them to be like €499 instead of less than €499)

Also vouchers can not be used for something already discounted , if it is discounted then you will have to wait until it is no longer discounted.

I can not say if N.I. will cave in and bow to pressure and let you use the voucher to have the " Symphony Series String Ensemble" library but otherwise then here is the not quite updated list of eligible Kontakt instruments that usually can be had for the voucher :

How to Use a Native Instruments E-Voucher

Also quote N.I. support via Aeliron September 7 , 2024 : "The voucher code that comes with the S-Series Keyboards is valid for a single NI-owned Kontakt instrument priced below 499USD/EUR on the NI Online Shop. It cannot be used for updates,upgrades, cross grades, edu licenses, hardware, NKS partner products,or Komplete bundles and upgrades/cross grades.

For your reference, I'll provide S-Series voucher eligible Kontakt instruments below:

Bouquet (WT: Modern R&B Pop)
Scene - Saffron (WT: Squared)
Alicia's Electric Keys
Choir Essentials - Omnia
Choir: Omnia
Action Strikes
Action Strings 2
Action Woodwinds
Emotive Strings
Mysteria
Session Horns Pro DL
SESSION STRINGS PRO 2
Symphony Series Percussion
Thrill
Valves Pro
Arkhis
Ashlight
Fables
Lores
Mallet Flux
Pharlight
Piano Colors
Playbox
Sequis
Stradivari Cello
Stradivari Violin
Straylight
Symphony Essentials Brass Collection
Symphony Essentials String Ensemble
Symphony Essentials Woodwind Collection
Vocal Colors
Noire
Rise & Hit
Scarbee Vintage Keys
Schema - Light
Schema: Dark
Session Guitarist - Electric Sunburst Deluxe
Studio Drummer
Una Corda
Abbey Road 50s Drummer
Abbey Road 60s Drummer
Abbey Road 70s Drummer
Abbey Road 80s Drummer
Abbey Road Modern Drummer
Abbey Road Vintage Drummer
Alicia's Keys
Balinese Gamelan
Cuba
Drum Lab
East Asia
Electric Keys - Diamond
Electric Keys - Phoenix
George Duke Soul Treasures
India
Ireland
Kinetic Metal
Kinetic Toys
Middle East
Scarbee MM-Bass Amped
Scarbee Pre-Bass Amped
Scarbee Rickenbacker Bass
Session Bassist - Icon Bass
Session Bassist - Prime Bass
Session Bassist - Upright Bass
Session Guitarist - Acoustic Sunburst Deluxe
Session Guitarist - Electric Mint
Session Guitarist - Electric Sunburst
Session Guitarist - Electric Vintage
Session Guitarist - Picked Acoustic
Session Guitarist - Picked Nylon
Session Guitarist - Strummed Acoustic
Session Guitarist - Strummed Acoustic 2
Session Horns
Session Percussionist
SESSION STRINGS 2
Session Ukulele
Symphony Essentials Percussion
The Gentleman
The Giant
The Grandeur
The Maverick
Valves
Vintage Organs
West Africa
40s Very Own Drums
40s Very Own Keys
Butch Vig Drums
Modular Icons
Retro Machines MK2
Scarbee A-200
Scarbee Clavinet Pianet
Scarbee Jay-Bass
Scarbee Mark I
Scarbee MM-Bass
Scarbee Pre-Bass
Glaze 2
Bazzazian Tapes
Cloud Supply
Deft Lines
Duets
Empire Breaks
Feel It
Glaze
Homage
Hybrid Keys
Ignition Keys
Karriem Riggins Drums
Lo-Fi Glow
Melted Vibes
Rudiments
Soul Sessions
Stacks
Sway
Utopia

LostInFoundation

Let me try to help user even more by listing also the prices (in US $):

Bouquet (WT: Modern R&B Pop) 49
Scene - Saffron (WT: Squared) 29
Alicia's Electric Keys 149
Choir Essentials - Omnia 149
Choir: Omnia 399
Action Strikes 299
Action Strings 2 99
Action Woodwinds 299
Emotive Strings 299
Mysteria 299
Session Horns Pro DL 299
SESSION STRINGS PRO 2 299
Symphony Series Percussion 299
Thrill 299
Valves Pro 299
Arkhis 199
Ashlight 199
Fables 199
Lores 199
Mallet Flux 199
Pharlight 199
Piano Colors 199
Playbox 199
Sequis 199
Stradivari Cello 199
Stradivari Violin 199
Straylight 199
Symphony Essentials ~~Brass~~ Collection 399
~~Symphony Essentials String Ensemble~~ 499
~~Symphony Essentials Woodwind Collection~~ 499
Vocal Colors 199
Noire 149
Rise & Hit 149
~~Scarbee Vintage Keys~~
Schema - Light 149
Schema: Dark 149
Session Guitarist - Electric Sunburst Deluxe 149
Studio Drummer 149
Una Corda 149
Abbey Road 50s Drummer 99
Abbey Road 60s Drummer 99
Abbey Road 70s Drummer 99
Abbey Road 80s Drummer 99
Abbey Road Modern Drummer 99
Abbey Road Vintage Drummer 99
Alicia's Keys 99
Balinese Gamelan 99
Cuba 99
Drum Lab 99
East Asia 99
Electric Keys - Diamond 149 (bundled with Phoenix)
Electric Keys - Phoenix 149 (bundled with Diamond)
George Duke Soul Treasures 99
India 99
Ireland 99
Kinetic Metal 99
Kinetic Toys 99
Middle East 99
~~Scarbee MM-Bass Amped~~
~~Scarbee Pre-Bass Amped~~
Scarbee Rickenbacker Bass 99
Session Bassist - Icon Bass 99
Session Bassist - Prime Bass 99
Session Bassist - Upright Bass 99
Session Guitarist - Acoustic Sunburst Deluxe 149
Session Guitarist - Electric Mint 99
Session Guitarist - Electric Sunburst 99
Session Guitarist - Electric Vintage 99
Session Guitarist - Picked Acoustic 99
Session Guitarist - Picked Nylon 99
Session Guitarist - Strummed Acoustic 99
Session Guitarist - Strummed Acoustic 2 99
Session Horns 99
Session Percussionist 99
SESSION STRINGS 2 99
Session Ukulele 99
Symphony Essentials Percussion 299
The Gentleman 99
The Giant 99
The Grandeur 99
The Maverick 99
Valves 99
Vintage Organs 99
West Africa 99
40s Very Own Drums 69
40s Very Own Keys 69
Butch Vig Drums 69
Modular Icons 69
Retro Machines MK2 69
~~Scarbee A-200~~
~~Scarbee Clavinet Pianet~~
~~Scarbee Jay-Bass~~
~~Scarbee Mark I~~
~~Scarbee MM-Bass~~
~~Scarbee Pre-Bass~~
Glaze 2 49
Bazzazian Tapes 49
Cloud Supply 49
Deft Lines 49
Duets 49
Empire Breaks 49
Feel It 49
Glaze 49
Homage 49
Hybrid Keys 49
Ignition Keys 49
Karriem Riggins Drums 49
Lo-Fi Glow 49
Melted Vibes 49
Rudiments 49
Soul Sessions 49
Stacks 49
Sway 49
Utopia 49

LostInFoundation

But…wait…now that I look at it…

IF (and I’m saying IF) the rule is BELOW 499 (and therefore 499 doesn’t apply)…let’s see what can be taken to profit at the maximum of what advertised…

2 products at 399 (100 less than what they tried to make users think…)…in case they will not find a way to tell you that Symphony Essentials ~~Brass~~ Collection is a bundle… otherwise just 1

9 products at 299 (200 less than what they tried to make users think…)

13 products at 199 (300 less than what they tried to make users think…)

A bunch of other products that will make you waste more than 3/4 of the value of what they tried to make users think…

Don’t misunderstand me: if you are interested in one of the 2 products at 399, it is ANYWAY a good offer (well…it is also for 299 products, if you don’t focus on the fact that it makes you feel like you are wasting 200 of what they made you think you could have…)

Just…advertising 499 when you have so little available coming close to that amount (well…close…the minimum you can waste is 100…and limiting your choice at 2 products… Otherwise, the waste is 200, 300, 350…even 450…) can be seen as, at least, shady advertising to trick the buyer. Or, I suspect, could also be seen by someone as False Advertising…

At this point, a company could advertise a 1000$ voucher for a single product…to then discover their products maximum price is 5 bucks…

Wouldn’t it have been more honest to say “you can have one of our products for a maximum amount of 399$”? (Or even better…299 plus 2 products at 399…) But…advertising a “below 499$ voucher” makes you look better, isn’t it? It will attract more buyers and will make some of them think that your products that cost 499 are just there to grab…

But I’M SURE NI didn’t even think about this when deciding their advertising strategy for the offer…😏

I know…honesty is NOT a marketing strategy…

Do we wanna continue discussing NI being “transparent” and not adopting strategies to fool people?

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