This has been going on for over a month now. For an entire month, I’ve been emailing Native Instruments support almost every day, just begging for clear, normal communication.
From day one, this started because I accidentally purchased the wrong software—updating Maschine 3 instead of getting the full package with Maschine Central. I immediately reached out, explained the situation, and simply asked for help exchanging it.
At this point, it’s not even about the $40. It’s about the principle. I have genuinely never experienced something this frustrating and unnecessarily complicated in my life.
In Ticket #4847787, Neal @ NI clearly told me I could receive a credit voucher or exchange for another product in the same price range. I accepted that option right away.
Then in Ticket #4851049, Jonas @ NI responded with a generic policy message that completely ignored everything already discussed . Instead of reviewing the previous ticket or acknowledging what was already offered, I was basically sent backwards and asked to re-explain my situation again.
That kind of response is exactly what’s been making this process so exhausting—there’s no continuity, no accountability, and no effort to actually resolve the issue. It feels like my case wasn’t even read before replying.
So for a month, I’ve been stuck repeating myself, attaching proof, and asking them to honor what was already offered.
I’m not asking for anything unreasonable. I accepted their policy. I chose the credit. I just need them to follow through on their own words.
The lack of consistency and basic communication here is honestly unbelievable.
Native Instruments—please resolve this. This should not take a month.
Tatia
