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Unfortunate mistake of trying out NI offers for the first time

OP1

As evident from the title I made the unfortunate attempt of trying out a free offer by ordering the Free Komplete bundle thingy. I was lead here from the results of my search for a free light version on "Kontakt" fancy spellings and all.

A music producer friend recently told me that he swears by everything fancy shamancy and therefore K and K are his go to spelt above in full.
And that NI are the leaders of quality products and services.

How gullible of me.

Here I am after 3 days of talking to Riff requesting updates on my heavily documented purchase will everything from PO to Invoice to financial speculation for a human colony on Mars.

The only thing missing in this more than thorough transaction were the downloads links. And YES I have checked the Spam folder with a smile. :)

DO something.

This is a terrible first touch point in a customer journey designed by a well wisher to invite new users to your company, its tool set and customer service.

I'm a floundering hobbyist an a teacher, trainer, assessor at best with no real project deadline.

Imagine a kid coming here going through the exact experience?

Do better.

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Comments

PoorFellow

https://community.native-instruments.com/discussion/51714/unfortunate-mistake-of-trying-out-ni-offers-for-the-first-time

From what you wrote then I deduct that you bought something.

You expect a download link and perhaps a serial per mail ? You do not get this. What you bought will be added to your NI account (Go here then select Products and Licenses to view your products).

You should be able to download your purchases by using the latest version of Native Access for your OS and then be sure to login to N.A. using same email and password.

Check file management settings in N.A. prior to installation so that you have it set as you want. Plugins and apps should be installed to their default location.

You also mentioned Free , and indeed then Komplete Start is Free . !

OP1

Thanks. Simple enough. Could some send that to Riff the AI helper as well?

PK The DJ

To quote from I, Robot - you must ask the right questions. 🙂

PoorFellow

https://community.native-instruments.com/discussion/comment/268162#Comment_268162

If my attempt to help did not actually help then please contact N.I. Support , use the bot Riff to open a ticket , tell Riff that the suggestions do not help and that you want to open a ticket and have human support assistance.

Alas then I can not interact with the bot Riff on your behalf , but I can try to get NI forum Customer Care to guide you when they are back in the forum (next week - they don't work weekends).

If what you want it to complain over the bot Riff then I do not have any say power over that either but you could communicate what you want to either N.I. Support or NI forum Customer Care when they are back…

If your point is that it is 'all' hard to find out of and confusing if starting with NI stuff from rock bottom then I agree that there is room for improvement and depending on your angle of entry into the NI system and site then in some ways there are lacking information or it is confusing.

OP1

Thanks but I think a business as big as NI can do a better job than to have me report the issue. I just want to get into making music again.

Just to make it clear there was no mention of Native Access in the emails I got or from Riff.

I've been able to download most of the stuff I wanted but it seems I cant log in to Native Access anymore.

To qoute:

Sign in another way

The sign-in method you used doesn’t match this account.

Any leads on this one? I'm almost done here but…

And yes the last is exactly my point.

Vocalpoint

This:

Whatever user/pass you are using for your master NI account (online) does not match the creds you are using when trying to log into Native Access.

Your online account and Native Access - are mirrors. The Username/Pass must be identical for each.

Jeremy_NI

@OP1 Sorry that your first contact with our products wasn't as smooth we would have hoped for. The need for Native Access and a clear explanation of the process would be helpful on the Komplete Start page, we'll reach out to the responsible team. We've also reached out to the support team so they can improve Riff on that topic. My colleagues should get back to you as soon as possible.

You should log in to Native Access with the same email address and password as for your newly created NI account.

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