Why is my order "Under Review"?

Jmetz

Why is a digital download I paid $1,300 dollars for under review for 2 days now? I am relatively new to the NI ecosystem, but the experience so far has not been great by any means so far. I have had troubles with transfers, customer support, and now Komplete 15 has been pending for 2 days being "Under Review". I literally bought Komplete 15 because I had to submit final samples to a studio on Monday and needed that extra "push" with some new software. I figured now was a better time then ever to get it since that was the case. Well, not only will I not be getting that extra push from Komplete, but I am simply not even able to access the digital downloads on Native Access to begin with. I have never had as much trouble with any other company (production, samples, instruments) as I have had with NI. It honestly makes me second guess diving into the ecosystem. I held off because of colleagues telling me about these types of experiences. How is this even a thing when vast majority of there business model is digital to begin with? Where is the customer support? Why aren't there automated systems for this, and if there are, why aren't they improved (as this seems to be a thing for years now)? Beyond frustrated at this point.

PoorFellow

https://community.native-instruments.com/discussion/45101/why-is-my-order-under-review

Alas then if you have such a problem then the only ones capable of helping you are N.I. Purchase Support , they ought to have chat support at least on normal work hours on normal workdays.

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

Jmetz

@PoorFellow I have already created a ticket with support, but I appreciate it.

PoorFellow

@Jeremy_NI , could you please check up on this ?

Jeremy_NI

@Jmetz I'm not sure what happened here, sorry for the trouble. I see the ticket created yesterday, my colleagues will get back to you as soon as possible and will sort it out.