The Summer of Sound Sale Q&A thread

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  • PoorFellow
    PoorFellow Moderator Posts: 7,190 mod
    edited May 27
    https://community.native-instruments.com/discussion/comment/228321#Comment_228321

    I bought the Komplete 15 Ultimate update. I had Komplete standard 14.

    f what you had were Komplete standard 14 then what you needed to buy was the UPGRADE to Ultimate not the UPDATE , the Update was for if you had had Komplete 14 Ultimate. Ref. : Compare Komplete 15 bundles

    The new serial for Komplete 15 ultimate update is not working. What do I do. Please help.

    Please contact N.I. Support (all) and ask for a refund because that you bought the wrong Update then buy the Upgrade that works instead.

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

  • LostInFoundation
    LostInFoundation Member Posts: 5,618 Legend

    Constantly ignored… nice…

    Is it so difficult to say “we don’t know the answer to this question. We’ll take informations”…?

    Or even “We won’t answer this question”?

  • CZZ
    CZZ Member Posts: 7 Member

    Hi,
    I bought the update for Kontakt 8, still waiting for the evoucher …
    It's no more possible to contact the support ??

  • PoorFellow
    PoorFellow Moderator Posts: 7,190 mod
    https://community.native-instruments.com/discussion/comment/228401#Comment_228401

    I bought the update for Kontakt 8, still waiting for the evoucher …

    Please also check email spam folder.

    It's no more possible to contact the support ??

    Could you please elaborate on that ? Else then please contact N.I. Support (all)

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

  • CZZ
    CZZ Member Posts: 7 Member

    I wasn't able to find a basic support email, I had to use the chat bot and then ask for a real human chat
    eventually had a real contact. waiting for the reply by mail

  • PoorFellow
    PoorFellow Moderator Posts: 7,190 mod
    https://community.native-instruments.com/discussion/comment/228417#Comment_228417

    I wasn't able to find a basic support email, I had to use the chat bot and then ask for a real human chat
    eventually had a real contact. waiting for the reply by mail

    Yes , there is no email that you can write to to initiate support. All support must be initiated through the web-interface. But great that you found out how to get support 🙂

  • teunis
    teunis Member Posts: 8 Member

    I would love to buy stuff but also get greeted with the dreaded “payment error” message. Are NI not interested in selling stuff. The did send a message to say I have suff in my basket but have not addressed the issue.

  • Snox
    Snox Member Posts: 2 Newcomer

    Hi, I saw that choir omnia is offered when you buy a kontrol s mk3. Do I have to buy one from the website to get choir for free, or does it work with any other retailers ?

  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,723 mod
    https://community.native-instruments.com/discussion/comment/228460#Comment_228460

    Payment is working as it should. If you are using an ad-blocker, please disable it for all similar pages (payments, support etc). This is the most common cause for such errors.

  • PoorFellow
    PoorFellow Moderator Posts: 7,190 mod
    edited May 28
    https://community.native-instruments.com/discussion/comment/228478#Comment_228478

    If the offer is valid at authorized dealers then normally it will say so on the N.I. page. I do not see it mentioned on the page , that might been omitted by mistake but I don't know.

    So if the N.I. page does not say so then unless that the authorized dealer that you trust guarantees that it is included then my advice would be to ask N.I.Support (all)

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

    .

    Else : @Jeremy_NI maybe you know the answer ?

    .

    Ref. :

    image.png
  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,709 admin
    https://community.native-instruments.com/discussion/comment/228460#Comment_228460

    @Sunborn and @teunis There is an issue with the payment with certain bundles, like Spotlight Collection, Italo Disco bundle and some other bundles. Our website team is on it and it should be fixed soon, you can follow progress HERE

    Sorry for that little glitch.

  • LostInFoundation
    LostInFoundation Member Posts: 5,618 Legend
    https://community.native-instruments.com/discussion/comment/228478#Comment_228478

    Usually those offers are valid no matter where you buy. Once the serial is added, the offer takes effect.

    But if you wanna be REALLY sure… yeah, contact support and ask for confirmation

  • Snox
    Snox Member Posts: 2 Newcomer

    Thanks for the answer !

  • Funksta
    Funksta Member Posts: 7 Member

    I have a question with regards to upgrade offers.

    The upgrade price offers state I am using Komplete Standard 12. It was an Upgrade from Select a few years ago.

    I was using Komplete 14 Standard till a few days ago, an update obviously. I am now using Komplete 15 Standard.

    All my upgrade offers are based on Komplete Standard 12 even though I was using 14 and now 15 . The upgrade offers don't reflect what I'm using. It should of detected 14 not 12 at the time. Is this normal? Apart from a fresh install of all products that I shouldn't have to do. I can't seem to get Access or my NI acount to detect the version I am running.

    The reason I ask is I'm tempted to grab another nvme and Ultimate but I ain't paying the same price it's offering today as it was 3 days ago when I purchased 15 Standard. Surely it should be deducted and offering me the £179 and not the £269. The £89 difference basically.

    Thanks all.

  • PoorFellow
    PoorFellow Moderator Posts: 7,190 mod
    edited May 28
    https://community.native-instruments.com/discussion/comment/228509#Comment_228509

    I was using Komplete 14 Standard till a few days ago, an update obviously. I am now using Komplete 15 Standard.

    All my upgrade offers are based on Komplete Standard 12 even though I was using 14 and now 15 . The upgrade offers don't reflect what I'm using. It should of detected 14 not 12 at the time. Is this normal? Apart from a fresh install of all products that I shouldn't have to do. I can't seem to get Access or my NI acount to detect the version I am running.

    The reason I ask is I'm tempted to grab another nvme and Ultimate but I ain't paying the same price it's offering today as it was 3 days ago when I purchased 15 Standard. Surely it should be deducted and offering me the £179 and not the £269. The £89 difference basically.

    I don't know why the computer says that you are upgrading from KS12 , it could be because it thinks that you have an unused upgrade path , that's usually why.

    As for the update from Komplete 12 Standard to K14S and then K15S then usually how it works is that as what you can see from the pricing on the Compare Komplete 15 bundle page then it really doesn't matter if you are upgrading to Komplete 15 Ultimate from Komplete 8 Standard or Komplete 15 Standard , since it says : Upgrade Prices : 299,50 € For Owners of Komplete 8-15 .

    Of course it is frustrating if one changes ones mind and would have liked to upgrade rather than update but your only chance for changing that would be if support are willing to let you 'return' the K15S update and let you get the K15U for the price difference. Usually there is no return on software once registered to account but still it is possible that support will make an exception but you will have to ask N.I. Support (all)

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

    .

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