NI CHANGES CONDITIONS OF E-VOUCHER AFTER MY PURCHASE

135

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 5,513 mod
    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
    MM-A Member Posts: 21 Member

    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
    MM-A Member Posts: 21 Member
    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
    LostInFoundation Member Posts: 4,826 Expert
    edited February 6

    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
    MM-A Member Posts: 21 Member

    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
    PoorFellow Moderator Posts: 5,513 mod
    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
    Kubrak Member Posts: 3,100 Expert
    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
    Kubrak Member Posts: 3,100 Expert

    @PoorFellow

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

    Good idea, maybe one day….

  • LostInFoundation
    LostInFoundation Member Posts: 4,826 Expert
    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
    MM-A Member Posts: 21 Member

    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
    MM-A Member Posts: 21 Member

    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
    MM-A Member Posts: 21 Member

    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
    PoorFellow Moderator Posts: 5,513 mod
    edited February 6
    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
    LostInFoundation Member Posts: 4,826 Expert

    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
    LostInFoundation Member Posts: 4,826 Expert
    edited 8:47AM

    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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