The Support 9th Circle of Hell

Ellipsism
Ellipsism Member Posts: 12 Member
in Maschine

I am so very exhausted by trying to interact with what is labeled support but in practice is a blood pressure spike. It runs you in a circle, over and over and I am so frustrated. How, HOW can a company be this hard to get support from?
have Maschine 2 and I am trying to do the SOFTWARE ONLY update for $29. It shows up as $29 I click on purchase now and it takes me to a bundle page. I can not decline the bundle. I can only add the bundle to my cart. I have approached it from more than one angle, and it says in more than one place add update only for $29, from any of these pages I click buy now and it takes me to the bundle page. I checked to see what happens when you click on any other product's buy now button and they will add the product directly to the cart. How does a person get the bare minimum of customer support? Do we reaslly need to resort to call outs and shaming them on social media? There isn't even a send support a message option, just the utterly infuriating chat bot that is worse than if they just put a picture of a middle finger as their support page.

Tagged:

Best Answer

  • victorp.sg
    victorp.sg Member Posts: 219 Pro
    edited March 8 Answer ✓

    I think there is really something weird going on as I have also encountered the same issue as @Ellipsism —on Safari Desktop and Mobile versions.

    As a workaround, try copy and paste the following URL, and see if you can get the page which @PK The DJ referred to: https://www.native-instruments.com/en/pricing/maschine-3/?g —this page will have a subtitle "Choose what works for you".

    The incorrect page will have the subtitle "[New] Maschine 3" and the only price of US$69.00 for you to Add to cart.

«1

Answers

  • PK The DJ
    PK The DJ Member Posts: 2,759 Expert
    edited March 7

    Well I don't know what you're doing wrong because I've just emulated the procedure here and managed to put the update in my cart…

    From this page I have three options. The middle one is the software only. When I click the middle one it takes me here where again there are three choices, all with 'add to cart' buttons. The update is on the left.

    I click 'add to shopping cart' on the left option and it adds it….

    I suggest you post a link to this "bundle page" you mention.

  • Ellipsism
    Ellipsism Member Posts: 12 Member

    @PK The DJ

    I took a screencap of the problem, but we can’t upload videos to comments. I’ve tried it on my MacBook Pro, and on my phone, both with multiple browsers. Same issue regardless of OS or browser.

  • PK The DJ
    PK The DJ Member Posts: 2,759 Expert
    edited March 7

    You don't need to make a video. Just post the link.

    Actually I just checked your profile and it says you're running OSX. Maschine 3 requires OS 13 minimum…

  • Ellipsism
    Ellipsism Member Posts: 12 Member

    @PK The DJ

    Instead of a video, here are 2 gifs that show the problem from two different pages:

    IMG_3363.gif IMG_3364.gif
  • Ellipsism
    Ellipsism Member Posts: 12 Member

    ah, crud. When they are uploaded they lose their animation. That didn’t help.

  • Ellipsism
    Ellipsism Member Posts: 12 Member
    https://community.native-instruments.com/discussion/comment/215146#Comment_215146

    I am running 10.15 Catalina - I changed it in my profile, what I should have put was macOS. Regardless of OS I should be able to buy it, an unsupported OS won’t cause this purchasing bug. It would cause an installation roadblock, but not a purchasing one.

  • Ellipsism
    Ellipsism Member Posts: 12 Member
    https://community.native-instruments.com/discussion/comment/215136#Comment_215136

    The first link takes me to a page that does show the $29 option, but when I click the $29, it brings me to the $69 bundle page. The other links bring me directly to the bundle page.

  • Vocalpoint
    Vocalpoint Member Posts: 4,025 Expert
    edited March 8
    https://community.native-instruments.com/discussion/comment/215155#Comment_215155

    Are you signed in when doing all of this?

    And if you are signed in - what is the story in your account?

    Do you actually qualify for the 29 dollar upgrade?

    VP

  • Ellipsism
    Ellipsism Member Posts: 12 Member

    I do qualify, I am logged in. If you look at the above images you can see the $29 price that I am given. The issue is when it is clicked, it doesn’t add it to the cart, it takes me to the bundle page for $69- which can be added to the cart.

  • Ellipsism
    Ellipsism Member Posts: 12 Member
    https://community.native-instruments.com/discussion/comment/215156#Comment_215156

    I do qualify, I am logged in. If you look at the above images you can see the $29 price that I am given. The issue is when it is clicked, it doesn’t add it to the cart, it takes me to the bundle page for $69- which can be added to the cart.

  • Vocalpoint
    Vocalpoint Member Posts: 4,025 Expert
    https://community.native-instruments.com/discussion/comment/215161#Comment_215161

    Well the entire crew trying to help you cannot replicate what you are seeing.

    If this was a store or website issue - we would all see it.

    There is something environmental on you end that is effecting you and you alone.

    Suggest you contact support on Monday.

    VP

  • red_nick
    red_nick Member Posts: 337 Pro

    I think they've been updating the store, possibly even A/B testing, so it might not actually be the same for everyone.

    You can try this, that worked for someone else on another product:

    open an incognito/private browser window

    login

    go straight to https://www.native-instruments.com/en/pricing/maschine-3/

  • Ellipsism
    Ellipsism Member Posts: 12 Member
    https://community.native-instruments.com/discussion/comment/215175#Comment_215175

    You might be right that it may be an error due to a bug during their store update. I did take the time to upload a screen recording of it to YouTube, so the issue can be seen. I start the recording showing that I own products that came with Maschine 2 with the purchase because someone asked if I was eligible. After that I go the process that sets me into the loop. At the very end I got something I didn’t get before, an error message. I was able to recreate the loop that got me to the error message on my MacBook Pro as well.

    https://youtube.com/shorts/DY_r015_Cco?feature=share

  • Ellipsism
    Ellipsism Member Posts: 12 Member
    edited March 8
    https://community.native-instruments.com/discussion/comment/215172#Comment_215172

    being the internet and all and tone can be misinterpreted, I will try give the benefit of the doubt and believe your response isn’t a snarky gaslighting. As you can see above in the video I posted, it is a loop that sends me to the bundle page. To clarify, it happens regardless of the device, operating system, or browser.

    I will certainly attempt to speak with someone Monday, though I don’t know why I would be able to get someone then when I was only able to interact with a chatbot yesterday and today.

  • victorp.sg
    victorp.sg Member Posts: 219 Pro
    edited March 8 Answer ✓

    I think there is really something weird going on as I have also encountered the same issue as @Ellipsism —on Safari Desktop and Mobile versions.

    As a workaround, try copy and paste the following URL, and see if you can get the page which @PK The DJ referred to: https://www.native-instruments.com/en/pricing/maschine-3/?g —this page will have a subtitle "Choose what works for you".

    The incorrect page will have the subtitle "[New] Maschine 3" and the only price of US$69.00 for you to Add to cart.

Back To Top

Categories