A disgrace how customers are treated

Nomi

Subject: Missing Invoices and Lack of Customer Support

I am writing to formally raise a concern regarding two missing invoices from last year, totaling over 500 euros. Despite my previous attempts to resolve this issue via email, I have yet to receive any form of assistance or acknowledgment from your support team.

Earlier today, I made a renewed effort to contact your Berlin office by phone. The automated message provided an email address for inquiries. I wrote to that address outlining my request, only to receive an automated response stating that emails sent there are not processed, and that I should instead use the support forms on your website.

This circular and ineffective communication process is deeply frustrating and, frankly, unacceptable for a company of your size and reputation. While payments to your accounts seem to be processed without any issue, support for legitimate customer concerns appears to be lacking entirely.

I find this level of customer service disappointing and unworthy of the standards your brand claims to uphold. It is my hope that someone will now take responsibility and help resolve this matter without further delay.

Please provide the missing invoices at your earliest convenience or let me know what further information is needed from my side.

Sincerely,

Norbert Middendorf

Ungefähr inhaltlich entsprechender deutscher Text:

Mir fehlen zwei Rechnungen aus dem letzte Jahr über mehr als 500 Euro. Erste E-Mail-Kontakt-Aufnahmen wurden durch den Support ignoriert. Heute ein neuer Versuch: Die Telefonansage des Berliner Sitzes nennt eine E-Mail-Adresse zur Kontaktaufmahme. Schreibe die Mail mit meiner Bitte an die genannte Adresse und erhalte die folgende Antwort:

"Sehr geehrter Kunde,

bitte beachten Sie, dass an diese Adresse gesendete Emails nicht erfasst und bearbeitet werden.

Bitte nutzen Sie zur Kontaktaufnahme die Support Formulare auf unserer Webseite:
https://www.native-instruments.com/company/contact-ni/

Beste Grüße,
Ihr Native Instruments Team"

Ein Witz, der zu nichts weiter führt. Im Übrigen gibt es keine Schwierigkeiten mit den Überweisungen des Geldes auf Konten. Ich finde das Verhalten schändlich: Niemand bei NI übernimmt Verantwortung für eine kundenfreundliche Betreuung.

Mit freundlichen Grüßen

Norbert Middendorf

lord-carlos

There is no Support email or telephone that you can contact yourself.

You can only create a support ticket via the website, which in some cases will resume via email: https://support.native-instruments.com/hc/en-us/articles/360014498698-How-to-contact-NI-Support

I don't know where you got that initial email or telephone number from, but it's not the official way to get in touch with customer support.

PoorFellow

@Nomi ,

As already explained by lord-carlos then there is no end-user support initiated via email or phone. All support is initiated via the web-interface. So you will not get any response if you try to initiate support via email.

Here is link to shop support : 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

@Jeremy_NI , this appear as needing your liaise abilities.

Jeremy_NI

@Nomi I am terribly sorry, I have found your request, it was transferred to our Accounting department on April 25th and no one got back to you. Escalating your case as we speak, someone should get back to you as soon as possible. On behalf of the Customer Care team, our sincere apologies.