Order still in review and nobody from support is answering

My order for maschine 3 is still under review. It is "fantastic" that I paid for a product and did not receive it yet. First time ever that this happened to me.

I sent 2 emails, talked with the support bot multiple times to try and fix it and NO ONE will answer my request for a thing that i paid.

Can anyone help me with answering my emails and getting my order?

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Native Access

Native Access 2

Maschine MK3

Accepted answers

Jeremy_NI

@Sentrek I see that my colleagues replied to you at 09:54, two hours later, not sure what you mean by support not answering. This is what they wrote:

Thank you for reaching out to Native Instruments.

We wanted to inform you that your order has been successfully reviewed and processed. You can expect to receive your order confirmation within the next 2 hours.

We apologize for any inconvenience caused. Occasionally, orders are put on hold temporarily if there is a discrepancy with the payment information. This precautionary measure is taken to safeguard our customers from potential fraudulent charges. Our team has thoroughly checked your order and cleared it for processing.

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maniacintosh81

There is absolutely no mail or phone support. Wherever you sent your E-Mails: Nobody will read them! Only way to reach out to NI support is that chat bot. Did the bot tell you it created a support ticket? If yes, you'll have to wait. NI will come back to you.

Sentrek

yes the bot created a ticket, or so it said. So basically you can t do anything to get your product?

PoorFellow

https://community.native-instruments.com/discussion/comment/238670#Comment_238670

yes the bot created a ticket, or so it said. So basically you can t do anything to get your product?

Of course you can , and you are already doing it..

@Jeremy_NI , could you please check Sentrek's ticket status ?

Vocalpoint

https://community.native-instruments.com/discussion/comment/238670#Comment_238670

Also - in all my years with NI - when I place an order in the NI Shop - and finally get to that Buy button - I always get the following email confirmation 1 minute after clicking that button:

"Thank you for choosing Native Instruments "

followed 2 minutes later by

"Download details for your Native Instruments order"

Then approximately another 2 minutes later - I get this:

"Order Confirmation (with a PDF titled "Order_1234567" attached)"

and then about an hour later - I finally get this:

"Shipping Confirmation and Invoice 1234567 (with a PDF titled "NI_Invoice_1234567" attached)

I can tell you with 100% certainty - that if you do not see this email sequence - with similar timings and cadence - there is a problem with your payment method, your account/address details, your postal/zip code, your CC type or some other issue that is "suspect" (flagged) - as soon as your order is processed.

These checks and balances are there to protect both NI and you. They are not a reason to get riled up or start "blaming" the systems. The reason for the flag event rests with your personal data or your payment method - and checking these criteria - is standard operating procedure worldwide for all companies selling product online.

Jeremy_NI

@Sentrek I see that my colleagues replied to you at 09:54, two hours later, not sure what you mean by support not answering. This is what they wrote:

Thank you for reaching out to Native Instruments.

We wanted to inform you that your order has been successfully reviewed and processed. You can expect to receive your order confirmation within the next 2 hours.

PoorFellow

Thank you @Jeremy_NI , sorry if you found the alert not needed.

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