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How long does Native Instruments customer service take to reply?

CiNeStRo

I recently purchased a secondhand license and seller is still waiting for a Transfer ID and inquiries as to what is taking so long. It's been a week now. Is it normal to have to wait this long for customer service? This is my first time with Native Instruments and right now I’m not sure I feel comfortable buying their products anymore.

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PoorFellow

https://community.native-instruments.com/discussion/52108/how-long-does-native-instruments-customer-service-take-to-reply

How long time NI Support takes to reply varies and depends on load. Alas then after the take over of NI by inMusic then we have seen a lot of delays while things settle so to speak.

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PoorFellow

https://community.native-instruments.com/discussion/52108/how-long-does-native-instruments-customer-service-take-to-reply

How long time NI Support takes to reply varies and depends on load. Alas then after the take over of NI by inMusic then we have seen a lot of delays while things settle so to speak.

CiNeStRo

I would think inMusic's number one priority is to take care of NI's existing customer base.

Vocalpoint

https://community.native-instruments.com/discussion/comment/270976#Comment_270976

InMusic owns at least 10 other companies - all of which have products - some much bigger than NI - that all require attention. This is not about playing favorites here.

And in your case (unfortunately) - a second hand license transfer - has zero upside potential at all for NI - no revenue, no sale, no nothing.

Pretty sure you can see where this might fall when it comes to priorities.

CiNeStRo

I don't think customer service should be measured solely by its potential to generate additional revenue. A license transfer may not represent a new sale, but it does represent an existing customer trying to navigate the process of owning and using a product legitimately. How a company handles those situations contributes to its reputation, customer loyalty, and whether people feel confident investing in its products in the future.

CiNeStRo

Furthermore, If this secondhand license thing wasn't going to work out, I would have probably purchased the product directly. Now, I'm not so sure.

Vocalpoint

"I don't think customer service should be measured solely by its potential to generate additional revenue"

It's not. It is measured solely on what constitutes internal priority. And whether you like it or not - there are bigger issues in the queue right now than your second hand license transfer. That is a fact.

"Furthermore, If this secondhand license thing wasn't going to work out, I would have probably purchased the product directly. Now, I'm not so sure."

In all cases - if you want to avoid the line AND support the company - hit the shop and make it so.

CiNeStRo

You seem to be confusing the prioritization of internal workloads with the quality of customer service. I have no expectation that my issue should take precedence over more urgent matters. I do, however, expect a company to communicate professionally and treat a customer's concern with respect. And telling me to “hit the shop” and purchase the product directly rather undermines your argument. You're suggesting I spend more money with a company while dismissing the very experience that has made me reconsider doing so.

Vocalpoint

"I have no expectation that my issue should take precedence over more urgent matters"

Well - your thread title indicates something different.

What if someone had popped in with the first response to your post and indicated the "how long" = 2 weeks. Would that satisfy your question?

"And telling me to “hit the shop” and purchase the product directly rather undermines your argument."

Respectfully - all I was suggesting was that you could have saved yourself all this grief by simply purchasing the product straight up.

CiNeStRo

The title of my thread was intended to ask a reasonable question about the timeline for a license transfer, not to suggest that my request should take priority over other matters. Knowing that the process might take two weeks would certainly have been useful information. Clear expectations and communication are part of good customer service, and that was the point of my question.

As for purchasing the product outright, that misses the larger issue. The secondhand license transfer process exists for a reason, and customers should be able to ask reasonable questions about it without being made to feel that the alternative is simply to spend more money.

More importantly, this isn't happening in a vacuum. I'm seeing numerous posts across forums from users expressing frustration with Native Instruments and discussing moving away from its products in favor of alternatives they feel offer better value, support, and overall experiences. While forum discussions don't necessarily represent every customer's opinion, the frequency of these concerns is worth paying attention to.

No company is obligated to make every customer happy, and no customer is obligated to continue spending money with a company that leaves them questioning whether their business is valued.

My point has never been that my particular issue deserves special treatment. It's that the way a company handles even relatively minor customer concerns can influence whether someone chooses to invest in its products in the future. Suggesting that I could have avoided the problem by spending more money doesn't address that concern; it reinforces it.

Out of curiosity, do you work for Native Instruments, or are you simply expressing your personal views as a customer? I ask because you're going to considerable lengths to defend the company's position rather than acknowledge the legitimate concerns being raised about its customer experience.

Vocalpoint

"Out of curiosity, do you work for Native Instruments, or are you simply expressing your personal views as a customer?"

I am just a customer and user. And expressing personal views (and a slight reality check).

If this is coming off as "defending" anything - that is not my intent.

Personally - being with NI since 2002 - I have never really experienced any issues with the customer experience. Everything has been fine by me over the years. But I have also never done a license transfer either.

That said - I get that you are slightly annoyed at the speed this is taking - but it is what it is.

CiNeStRo

Fair enough, and I appreciate the clarification.

I am new to Native Instruments, so I'm still learning about the company and deciding how much I want to invest in its products and ecosystem. Seeing that the company went through insolvency proceedings, was subsequently acquired, and is now operating under new ownership is a legitimate reason for a new customer to have questions about its stability, future direction, and customer support. I don't think that's an unreasonable concern or something that requires a “reality check.”

I genuinely want Kontakt 26 and am interested in what Native Instruments has to offer. That's precisely why these issues matter to me. Before making a substantial investment in an ecosystem, I want some confidence that the company will be there to support its products and customers going forward.

I understand that things take time and that my license transfer isn't necessarily the most urgent issue in the queue. I'm not asking for special treatment. I'm trying to understand what to expect and make an informed decision about where to spend my money.

You may see this as a matter of simply being patient, but from the perspective of someone new to the company, the experience so far is part of how I evaluate whether I want to become a long-term customer. That's not annoyance over having to wait; it's due diligence before making an investment.

I hope you can appreciate the distinction.

PoorFellow

https://community.native-instruments.com/discussion/comment/271213#Comment_271213

I understand that things take time and that my license transfer isn't necessarily the most urgent issue in the queue.

As I wrote earlier then after the take over of NI by inMusic then we have seen a lot of delays.

I genuinely want Kontakt 26 and am interested in what Native Instruments has to offer. That's precisely why these issues matter to me. Before making a substantial investment in an ecosystem, I want some confidence that the company will be there to support its products and customers going forward.

We all of course hope that inMusic will make necessary adjustments and pull up the slack . Anyone with any real insight will be prohibited by NDA to tell anything , so anyone else , like me , will be purely guessing albeit some of us do 'qualified' guessing. I myself think that changes to things might not necessarily be over yet and that inMusic have some decisions to make about some things before it will hopefully get better. But time will tell I guess 🙂

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