Received no receipts, no downloads, no serial numbers and no support responses???
Hi,
I’d hoped my first post here might be a positive one, but unfortunately that’s not the case. It would be very greatly appreciated if anyone could offer help or suggestions?
I purchased two upgrades (Komplete 14 Select to K14 Standard, then K14 Standard to K14 Collector’s Edition) on Thurs 16th November EST. Payment of A$1199 made via PayPal, who confirmed payment to NI almost immediately after the order was placed. Payment has been deducted from my financial account, with Native Instruments documented as the receiver. I received no receipt from NI, nor downloads, nor serial numbers. All I have is one Order Confirmation email. A ticket was created over 5 hours after purchase. No response. I created a second ticket the following day. Still no response. Basically $1199 of my hard earned money seems to have disappeared into a black hole.
I believe it is illegal for a seller to not issue a receipt for payment to a buyer, both in my own country and in Germany.
It's now been 4 days (EST) since NI took my money and…nothing. (Junk mail, Native Access checked. Items stuck ”In progress” in account). Paying large sums of money to online vendors is always a concerning risk, at least until the transaction is confirmed by receipt and goods are exchanged as expected. The fact that I’ve received no acknowledgement of my payment from NI, no sign of the items I’ve paid for and no response to support requests querying the whereabouts of my purchases is deeply alarming.
This being my first time purchase with NI, I can honestly confirm that I’ve never experienced anything like this with any other music software company. ‘Immediate Download’ has always meant exactly that…immediate download. Not to mention immediate receipts issued, with efficient support ticket systems that convey respect and care for customers, encouraging return business.
That there appears to be no further option for contacting NI apart from this forum is a very serious concern. Just hoping someone here might be able to help? I’d be grateful for any suggestions.
Many thanks.
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Do not worry, it will come to you 100%!
Most probably they are extremely busy with tons of orders because of Cyber Season sales.
@Jeremy_NI or @Kaiwan_NI may assist you further on this. :-)
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Thanks heaps for your response. I do hope you're right. Hopefully, as you say, @Jeremy_NI or @Kaiwan_NI might assist further, fingers double crossed! It's just a lot of money to go 'missing' online and that make me extremely nervous. Thanks again.
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Thank you for your response
Thank you for your response Jeremy, very much appreciated. I've already created a support ticket, twice, on the 16th and then 17th Nov, to no avail so far Then I read here that creating multiple support tickets is counter-productive. Should I create a third? I do understand it's a busy season, which can slow responses somewhat, but it's been 4 days since my first ticket was lodged and to not even receive an automated receipt for proof of payment is a very nerve-wracking situation to find myself in, especially for this amount of money. It's not something I've ever experienced before in all my years of online transactions, thankfully...even during sale seasons. Thanks again for responding.
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No need to create more tickets. Jeremy has escalated your case and someone should get back to you.
Also , despite how nerve wrecking it may feel then N.I. is not some shady back alley dealer. So you will get a fair treatment !
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Thanks so much Jeremy, again greatly appreciated! I followed NI's instructions for upgrading from K14 Select to K14 CE. It was a snap decision to upgrade only a couple of days after purchasing Select. Maybe that's caused a glitch in the matrix? Hopefully it will all be sorted out soon. 🙏
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Quote : "I followed NI's instructions for upgrading from K14 Select to K14 CE. It was a snap decision to upgrade only a couple of days after purchasing Select."
K14 CE is an amazing product and I think that you are most likely going to be very happy with your purchase once you get all your upgrade (and any eventual install problems 🤔) sorted out ! K14 CE may cost a lot but still cost a lot less than the sum of all the parts ! 🙂
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Thanks heaps for that...good to hear. Feeling a tad more confident now thanks to you and everyone else that's chipped in. Glad I signed up and posted here. Seems to be a great community of members! Hopefully the issues will be sorted out soon. 🙏
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Thanks again. Great to know! From what I saw online it did look very impressive, hence the snap decision to upgrade. But you never know until it's all loaded and working, so it does help to hear positive feedback for sure. Very much looking forward to checking it out more fully. 😊
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Thanks so much for your help Jeremy. My products are now in Native Access and serials are showing in my account. I'm very much relieved! I do appreciate all you've done to ensure my issue was resolved and to update me on the progress. Happy camper now. Thanks again! 😊🙏
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Hi there!
I am facing the same issue as described here... I have already raised a ticket regarding the issue with the customer support team, however, I have not received any response yet. It has been quite some time since I made the payment and as per the website, it should have been available for download "immediately".
Can someone please assist me in obtaining the serial number so that I can update the software as soon as possible? After all, I have already made the payment for it...
Thanks...
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Good luck with that, I'm in the same boat. NI can spend the time getting someone to reply to a complaint on social media but can't get back with a clear timeline of when the order will be processed or what the issue was (other than being short staffed). Here was me thinking it was 2023 and that a major software company could provide what I paid for in a timely fashion.
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cc @Jeremy_NI or @Kaiwan_NI any help you could provide us here? We understand it's cybersale, etc... but tell your managers to don't offer payments with PayPal if the company ain't ready for that. I've already opened a claim with PayPal, but I wanted to reach out to you to see if you could help me resolve this issue before I have to ask for a reimbursement. Thanks...
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