NI not giving me the software I bought

Are these NI morons still in business. I ordered two plugins on Dec 30, 2025 and the order status just shows "in progress". I opened a ticket over a week ago and have gotten ZERO response. Absolutely pathetic and so unprofessional. They shouldn't accept orders if they can't deliver what you buy. Are they on freaking break until February or something?! Doubt I'll ever order from them again unless they make up for this nonsense.

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PoorFellow

@Jeremy_NI , this appear to need your comment !

Jeremy_NI

@56hdtr6 Hello and welcome to the forum. Sorry to hear about your bad experience. Frustration is understandable, however this does not justify this kind of languages or insults.

We have a lot of requests to process at the moment, after the sales specials and the bank holidays. We're making our best to get back to our customers as soon as we can. Your case was escalated already and someone should get back to you soon. thanks for your patience. Creating several tickets about the issue won't make it faster, on the contrary it only slows down the process. Also please keep it civil and respectful. Thank you.

56hdtr6

@Jeremy_NI .

Multiple tickets wouldn't have been created had the original one been promptly responded to. Do not sell digital products if you cannot deliver them promptly after purchase. The minor language is more than justified as you guys have treated me like garbage in this transaction, and rather than standing on moral scolding you should just apologize and own the issue. I literally had to post on this forum to get a modicum of attention here, that is sad. Thank you for your attention on finally giving me the software I ordered on Dec 30.

Vocalpoint

https://community.native-instruments.com/discussion/comment/253243#Comment_253243

"In progress" indicates a problem with your payment method, your address data or some other audit issue. This is for NI's protection and for yours.

While I totally agree - a week to wait is a long time AND the comms could definitely be better - this issue has a reason and it is not that the company is going out of their way to make your life miserable.

Jeremy is on it and patience is always the better play for this kind of stuff.

56hdtr6

That's fair and I'd even concede that the reason is likely a technical audit. However their lack of any communication of promptness whatsoever to resolve it is what I'm targeting here. They can't take money and not deliver the product or communicate. I don't care what kind of holiday break they're on, this was anything but professional. And Jeremy had time to post here but not fix the issue, who knows how long it'll actually take.

As far as the technical reason, I've ordered from them multiple times and didn't experience any delay like this so not sure why it was different this time. A voucher was used in addition to my normal payment method so perhaps the voucher is the reason. Doesn't matter though, if they accept the order, they need to deliver.

Vocalpoint

https://community.native-instruments.com/discussion/comment/253245#Comment_253245

"Doesn't matter though, if they accept the order, they need to deliver"

That is just it - they didn't accept the order or you would have received 4 emails in exactly a 9 minute span - saying your order was complete.

Doubtful that your charges actually went thru either - most likely just "pending" and not yet "posted" to your actual cc balance.

From what I can tell - the order process is highly automated over there and you will not get a direct email about an "in process" order. I have had one in all my time with NI and it was a postal code issue.

If anything - their system SHOULD immediately send a user a notice if there is a hangups. That would just be good customer service instead of leaving you hanging.

Not making excuses here - it's never good when you are excited to get something and it slides off the rails. But they will make it right.

56hdtr6

I could have phrased that better, I didn't mean it in the technical sense that "they approved the order". I just meant if they took me through the purchase process without any warning to indicate "Hey this might take 10 days to deliver!"….then deliver the product I bought. Or, like you said, communicate if there's a problem. At minimum they could fix the communication and automate it so the customer knows there's an issue.

From my perspective they're in dinosaur land right now with their payment process. It's like they have one guy who needs to manually vet every order and everyone's screwed if that one dude is on holiday break? Silly. Sounds like they need either more staff or a more robust payment platform.

I could have written the next Beethoven's 5th Symphony this past week with the plugins I needed but now I guess we'll never know! jk

I appreciate your input and highlighting what you know about their system.

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