NI doesn't honour its own vouchers issued

So I purchased an upgrade from Komplete 12 to 15 recently to allow me to run Logic Pro on Apple Silicon without Rosetta, which was disabling other (non NI) features from running and was limiting.

NI then sent me a voucher for AU$40 to spend on my next purchase, which I thought I'd use to pick up the Ireland spotlight collection at a discount.

But no. The voucher doesn't work. Contacted support. Even though it was sent to me in AU (Australian) currency in the email from NI, they won't honour the voucher because I live in Australia.

Their FAQ says to contact Support with the product and voucher code and they will get it sorted. Which I did contact support. And they didn't sort it. They closed the ticket saying there is nothing they can do.

I think this is misleading conduct and looking at their Legal page, "DISPUTE RESOLUTIONNative Instruments does not agree and is not obliged to solve disputes with consumers via a Consumer Arbitration Service." Nice one NI :(

So for a customer that has spend thousands of dollars on NI hardware and software, they can't be bothered honouring a $40 voucher discount they sent me for my next purchase. Nice.

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Accepted answers

Jeremy_NI

Hey @hicube40 @Sunborn There is an issue with some vouchers issued recently and certain territories, if you are submitting a voucher and you have an issue with it even though respecting the terms and conditions, please get in touch with our support here: https://support.native-instruments.com/hc/en-us/requests/new My colleagues have all the necessary tools to assist you and find a solution for you.

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Sunborn

https://community.native-instruments.com/discussion/50473/ni-doesnt-honour-its-own-vouchers-issued

Hello,

this issue (which is actually not an issue at all, if users bother to read when a voucher is valid) has been discussed and answered on dozens of posts already. Therefore i will close the thread as soon you read this and answer. There is nothing to do with the user's country of residence.

Key Limitations and Restrictions of Vouchers

Native Instruments e-vouchers come with several important limitations and restrictions that users need to be aware of to ensure a smooth redemption process. Standard e-vouchers typically cannot be applied to the following product categories: Updates, Upgrades, Crossgrades, Hardware products, NKS partner products, Subscriptions, Educational licenses, and products that are already offered as part of a special promotion or sale or discounted. This extensive list of exclusions emphasizes the need for users to verify the eligibility of their desired product before attempting to use a voucher. The exclusion of NKS partner products, which might not be immediately apparent, requires users to pay close attention to product details and labeling within the NI Online Shop.

How-to-Use-a-Native-Instruments-E-Voucher

https://www.native-instruments.com/en/support/e-voucher-terms-and-conditions/

Issues-with-My-E-Voucher

However, exceptions has been happened in the past (for specific cases) so perhaps one of our admins can re-check your case. @Jeremy_NI ?

hicube40

Interesting .. but not what NI support told me:

Quote:
"I understand your point, especially given the voucher was issued in your local currency. However, at the moment this is still a regional limitation—vouchers are currently only working within the United States, which is why it’s not applying in Australia. I agree this isn’t ideal, but there isn’t a way for us to override this or generate a discounted purchase link from our side right now."

As far as I can tell, Spotlight Collection: Ireland is a first-party product and not a Updates, Upgrade, Crossgrade, Hardware product, NKS partner product, Subscription, Educational license, or a product that is already offered as part of a special promotion or sale or discounted.

So not sure why you are closing down this thread when support confirmed it was a regional issue? Seems like some fact checking needed to happen within NI to get the actual issue identified and resolved.

As a longstanding customer of NI I expect (and deserve) a better experience than this.

PoorFellow

https://community.native-instruments.com/discussion/comment/259615#Comment_259615

I am sure that I do not understand completely what is the problem here and why there are two currencies in question here. But Jeremy_NI, who Sunborn has called in the above, is in NI Customer Care and he will most likely look into things and come back here or directly to you with his findings.

However then Jeremy_NI will not be back before some time after the Easter holidays are over (neither Customer Care nor Support work weekends or holidays).

Sunborn

https://community.native-instruments.com/discussion/comment/259615#Comment_259615

However, at the moment this is still a regional limitation—vouchers are currently only working within the United States, which is why it’s not applying in Australia

First time i hear this…

So, it is either a very recent change of policy (which is something that i'm totally unaware), either… some new NI employee, not well informed yet. Jeremy_NI will solve this when he return. but at the moment, you have to wait. If this was an error by NI, you will probably get your voucher. However, my first comment still stands. Normally, vouchers do not apply to discounted products.

Jeremy_NI

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