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$2000 spent, and still no product license received!

GilStuder

I spent $2,000, to include a Komplete 26 license and I received nothing!!! The money is gone from my account, there is no response on my ticket for a refund request, and I still have not received a product. At what point does it become fraud to take money for a product, and not deliver the product at all? Then there is no response from customer support!! I thought I was the only one, but apparently not. Where is my refund??? It looks like this is about to build to a legal (class action) battle. You can’t just take people’s money and not give the product. If you know you’re having issues, why are you still selling a product that you can’t deliver?

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PoorFellow

https://community.native-instruments.com/discussion/51653/2000-spent-and-still-no-product-license-received

I spent $2,000, to include a Komplete 26 license and I received nothing!!! The money is gone from my account, there is no response on my ticket for a refund request, and I still have not received a product.

Anyone ought to understand that you are in a frustrating situation.

That 'said' then you should have no reason at all to worry. NI was bought by inMusic a while back so with respect to NI as an existing company then it is back to business as usual and NI is not going to take your money and run , so you will either get what you paid for or a refund.

Why are you still selling a product that you can’t deliver?

It should be obvious that there has been a mishap here of a sort which need sorting out by inMusic / N.I. Support .

Alas then inMusic/NI Support are the only ones that can sort this out for you.

But just in case then did you check you Products and licenses on your NI account Profile page ?

GilStuder

They’ve already taken my money and ran. There are no product licenses in my account. Lawyers, and the courts, can sort this out as well.

PoorFellow

https://community.native-instruments.com/discussion/comment/267752#Comment_267752

They’ve already taken my money and ran. There are no product licenses in my account.

Nobody has run anywhere with anything , it's a matter of a simple mishap of some kind.

Lawyers, and the courts, can sort this out as well.

You still need to try to solve this with inMusic / N.I. Support before claiming anything…

Jeremy_NI

https://community.native-instruments.com/discussion/comment/267752#Comment_267752

No one ran, no need for lawyers, as mentioned in another thread you posted, my colleagues will get back to you and sort this out as soon as possible, it's just a matter of time.

GilStuder

@Jeremy_NI , ’As soon as possible’ is not a time frame. You don’t allow customers to get a product license and pay ‘as soon as possible’ correct? If someone had a subscription and didn’t pay, they would no longer be able to use the subscription. Despite them saying that they’ll pay as soon as possible. If you took my money, then gave me an indefinite amount of time for you to reply about not receiving what I paid for, then you took my money and ran. Being ‘busy’ is no excuse for customers not to pay for a subscription. Likewise, it’s no excuse for you. Hire more staff if you can’t provide customers with the product that they purchase, or respond in a timely manner. Companies do this when customers don’t fight back. With all of the people this is happening too, it’s time for customers to get together and fight back legally. I can’t take merchandise from a store, leave, then say I’ll pay as soon as possible. That’s not legal. You can’t take money, not provide the product, then say you’ll get to it whenever you get to it. If you known that there is a glitch, stop selling the product until you’ve worked out this issue.

GilStuder

https://community.native-instruments.com/discussion/comment/267755#Comment_267755

I’ve already tried that. There is no response, and an indefinite amount of time to respond. Notice how no timeframes are given. An indefinite amount of time for a refund, or the product that was purchased is unacceptable. And in no court would that stand as a defense. ‘We’re busy, and we don’t know when’… in those cases the courts would give deadlines, amongst other things.

PK The DJ

If someone asked when your car would next break down, would you be able to provide a date and time?

When will you next have an upset stomach?

When will you next make a new friend?

Some things can not be given timeframes.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/267805#Comment_267805

Please check your inbox, my colleagues got back to you an hour ago.

GilStuder

https://community.native-instruments.com/discussion/comment/267806#Comment_267806

However, if my car has already broken down, I’m not going to charge someone for a ride, knowing that my car is broken down. Take their money, when I know I can’t provide the service. If I know I have an upset stomach, I’m not going to schedule a studio session, take someone’s money, when I know that I’m sick. Then tell them, ‘I don’t know when I’ll be better’. By the way, I’m going to keep your money in the meantime. The issue here is that Native Instruments already know that there is an issue, yet they are still selling things. Knowing that there is an issue with receiving licenses. Had I known before the purchase that they were having issues, I wouldn’t have purchased it. NI knows this, which is why they’re taking people’s money without telling them that there is a current issue with receiving the product. It’s called deceptive business practices. It’s misleading because they already know that they have an issue that prevents the delivery of a purchased product.

GilStuder

https://community.native-instruments.com/discussion/comment/267806#Comment_267806

Your colleagues responded with a lie. There is no issue with my bank, and the funds have been fully debited from my account. The payment is not in a processing status. The payment is fully processed. I have no issues with any other purchases. Your colleagues need to just process my refund. I have banking information, and the bank has transaction numbers associated with the purchase, which shows that your company received the funds. NI just needs to process my refund. This is a delay tactic, and they’re trying to send me in circles with my bank, knowing that NI is the issue. I guess this will be an excuse to wait a few more weeks to process my refund.

Vocalpoint

"I guess this will be an excuse to wait a few more weeks to process my refund."

Or there is this (posted 3 hours ago now):

Please check your inbox, my colleagues got back to you an hour ago.

PoorFellow

https://community.native-instruments.com/discussion/comment/267826#Comment_267826

Your colleagues responded with a lie.

You are barking up the wrong tree , the 'colleagues' that you are referring to has nothing to do with PK The DJ but is the 'colleagues' of Jeremy_NI , PK The DJ is not a NI employee..

PK The DJ

He quoted me instead of Jeremy. 🙄

Regarding the comments about NI knowing they had an issue. I suppose he expected them to shut down the web site and not allow sales.

What then? No doubt he'd be on here complaining that he couldn't buy something, and saying they should have kept it running. 😮

chk071

Another one of these "You are all liars and frauded me" threads.

Man, this is really getting a habit. What happened to people?

PoorFellow

https://community.native-instruments.com/discussion/comment/267833#Comment_267833

Man, this is really getting a habit. What happened to people?

I believe that what you are experiencing is upset 'consumers' .

To be fair then if I had just dropped 2K USD/EUR and didn't receive what I paid for then I would most likely also get to be somewhat upset. Though in the case with NI then I honestly do not think that people have anything to be worried about since NI is out of the insolvency situation and under new ownership and management from what appear to be a healthy business (inMusic).

But of course then GilStuder is right in the sense that the webshop ought to have been working better. It appears as if NI servers migrated to a new platform recently and it is most likely some hiccups in connection with that that 'the upset 'consumers' are experiencing…

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