NI Customer Service NON-EXISTENT?

JTBanks · 2023-11-16T20:43:15+00:00

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Last night I attempted to purchase an S-61 Black Friday deal. First Attempt failed after second attempt succeeded, my order history showed that BOTH orders went through. After not finding a Customer Support phone number, I finally researched the corporate number whose recorded line is UNINTELLIGIBLE> I had to listen 3 times to get the "Support" number which is not in service. Customer Service is totally non-existent. Anybody having the same issues? I sent a "Support Ticket" to just cancel ALL ORDERS. Really seriously disappointed with NI.

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PK The DJ

Hello? It's THE WEEKEND!

...and if you really have that much of an issue with online retailers, you could have ordered from one of their retail partners.

nightjar

https://community.native-instruments.com/discussion/comment/108583#Comment_108583

Exactly.

Retailers primary function is to handle purchase transactions to end users.

PoorFellow

@Jeremy_NI , sorry to have to call for you again Jeremy ! , but this looks as another thing for you to take a look at ! (Ref. : JTBanks , Ojustaboo and Patrick Dunn )

At Jeremy_NI , also ref. this thread : https://community.native-instruments.com/discussion/comment/108731#Comment_108731

JTBanks

Day 4, still no customer service response. I created another support ticket trying to deal with the duplicate order issue, because I really want the new S61 MK3. I even upgraded to Collector's Edition, but NI is shipping TWO S61s. I have no idea which keyboard Ultimate software package is assigned to my Collector's Edition upgrade.🙄

JTBanks

https://community.native-instruments.com/discussion/comment/108583#Comment_108583

But I didn't buy from a retailer, and that's my prerogative, right? I decided to take advantage of the Black Friday sale. But did NI assemble a team of Customer Service reps to handle the volume of inquiries in a timely manner? No, they did not. I reject your comment. And, obviously it's not your $1,440 that was charged to your card because NI connection with Stripe API has an error in the code.

JTBanks

https://community.native-instruments.com/discussion/comment/108708#Comment_108708

So @PoorFellow has a contact at NI. I hope @Jeremy_NI does read these posts because there is a real issue with the code they have with their connection to the Stripe API. When an order is placed (At least in my case) the system returned a dialogue box that had an apparent PHP code error message stating that the transaction failed. So on my second attempt to purchase which was successful, the system placed a duplicate order causing an additional $1,440 charge (and also, I have no idea which keyboard would be assigned to my Collector's Edition upgrade). All I want to do is talk to somebody at NI and work this issue out so I can have my S61 MK3 and Collector's Edition function correctly. Is that too much to ask?

PoorFellow

https://community.native-instruments.com/discussion/comment/108728#Comment_108728

Sorry , I do not have any more contact to N.I. than you do , I am NOT an Admin here , I just knows how to 'ping' the staff (and I have also been around long time enough to know the tags of a lot of staff).

Jeremy_NI, as far as I know, is a N.I. employee (community/forum service)(and a very good liaison to N.I.) and he is usually not here in the weekends. We can hope to maybe see him Monday , but not knowing his schedule I can not guarantee it , as little as I could guarantee that he will have the time ! But I have 'ping'ed Jeremy and that is that absolute best that anyone here can do for you unless they are N.I. staff !

JTBanks

https://community.native-instruments.com/discussion/comment/108732#Comment_108732

Thank you @PoorFellow , I really appreciate you reaching out to @Jeremy_NI and I hope NI can fix their Stripe API code before this duplicate purchase issue occurs with someone else. I do hope this is just a case of NI being overwhelmed by the Black Friday purchases.

komthusr

When a company gets too big to deal with its customers = run away

Jeremy_NI

@JTBanks First of all, sorry to hear about the bad experience you're having. I've escalated the first request you submitted on Thursday. Someone should get back to you soon and fix the issue. Please keep in mind we're in the middle of the cyber season and our offices are closed on the weekends.

Jeremy_NI

@Patrick Dunn I've also escalated your request. You submitted your request on Thursday, we're in the middle of the highest sales special of the year and our offices are closed on weekends, that can imply some delays. My colleagues will get back to you as soon as possible.

JTBanks

@Jeremy_NI Thank you so much for your kind message. I sent multiple Support Tickets when I was very upset and sometimes used saucy language and expressed the desire to return everything; I do NOT want to do that. I apologize for all of those messages.

It's just emotional missing the holidays with my family as a result of the Stripe API glitch. I want to be clear, please disregard my desire to return both keyboards. I just want to return ONE, However, I don't know if my Collector's Edition is assigned, from a software licensing standpoint, to one specific keyboard. If so, please let me know how to identify the correct box assigned to the software and I will arrange with NI to ship back the other unopened box. Thanks again, and a special thanks to @PoorFellow and @Patrick Dunn for helping out. It means a lot. Cheers to all!

PoorFellow

https://community.native-instruments.com/discussion/comment/108949#Comment_108949

You are very welcome and glad to have been of help !

Please notice that unless that Jeremy_NI returns here and confirms that he has made arrangements according to your wishes then you might want to update the appropriate already created tickets and inform customer service of your decisions so that they may assist and help you better !

princeraven

I attempted to buy iZotope products and they deducted money from my account but without actually sending me the licences. It was 5 days ago, I contacted them the next day. No response.

Horrible, horrible company. It's a shame they bought out iZotope and now their great products will be subject to the same appalling customer service.

@Jeremy_NI can I get help with that pls?

Jeremy_NI

@princeraven There's an issue in our shop affecting some users and it's being actively worked on, you should be informed soon if you contacted support already, we'll also share more in the forum, once we have more information.

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