S88 mk3 shipping delay?

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2

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  • kelley
    kelley Member Posts: 11 Member
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    Jeremy_NI is this still the current timeline? I ordered a S88 mk3 for my wife for Xmas and want to make sure it arrives in time, or else I need to go get a plan b. Preorder date is Oct 9 and shipping to USA.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 9,965 mod
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    @kelley That's a really nice Xmas present! Yes, the timeline is still relevant. Please get in touch with my colleagues here to make sure: https://bit.ly/NISupport_OP

  • kelley
    kelley Member Posts: 11 Member
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    Thanks I’ve been trying to get an answer from them but I’ve not had any response to my ticket #4148512.

  • Ari21
    Ari21 Member Posts: 18 Member
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    Today is the day December 13th and I hope you all get shipping confirmations. Let me know if you do or don’t 👌🏼

  • Ari21
    Ari21 Member Posts: 18 Member
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    Well seems like it’s almost the end of the day and no feedback from NI. I sincerely hope everyone else did in fact get a shipment confirmation!

  • kelley
    kelley Member Posts: 11 Member
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    I did not get a shipping notification. Nor have I had a response to my ticket I logged.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 9,965 mod
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    @Ari21 Sorry to hear you did not et news yet. Please get in touch with my colleagues to get an update on your shipment: https://bit.ly/NI_support_purchase_account

  • kelley
    kelley Member Posts: 11 Member
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    I finally got a response from NI, Cassandra said they expect it to ship around the 15th.

  • Ari21
    Ari21 Member Posts: 18 Member
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    I’m still waiting on a response but I’ll pay attention to my email on the 15th as well. I appreciate it man!👌🏼

  • kelley
    kelley Member Posts: 11 Member
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    It’s the end of the day on the 15th and still no shipping notification from NI. @Jeremy_NI any additional insight you can provide?

  • Ari21
    Ari21 Member Posts: 18 Member
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    Yea, on my end I didn’t even get a response from the support team.

  • smcolw
    smcolw Member Posts: 2 Newcomer
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    • Order placed on September 20; Credit card charged the full amount!
    • Promised delivery date of "end of October"
    • October 20: Receive email regarding a delay due to "very high demand and an additional delay." I'm not sure what that means. New promised delivery date at the "end of November"
    • Open a service ticket regarding the delay. To date, no response to this ticket.
    • October 24: I post to this forum complaining about the CC charge before shipment and the less than forthright communication.
    • December 1: Received nearly daily communication from Native Instruments trying to sell more products. Did not receive any communication regarding S88 shipment.
    • Went to this forum and see Jeremy_NI's post: "Americas preorders can ben fulfilled/ shipped around Dec 13th"
    • No communication through December 14. Jeremy_NI suggests contacting support to another customer.
    • December 14, I send the following to support: "Ordered the S88 on Sep 20. Promised delivery date: End of Oct. Updated for delivery at the end of Nov. No email since, but Jeremy_NI advised "Americas preorders can ben fulfilled/ shipped around Dec 13th" on a Community discussion page. What's the true status?"
    • December 16, 48 hours after ticket submitted, no response. Still no official communication from NI regarding any delay past the end of November. Credit card bill paid 2 months ago for a product I do not have and have no idea when I will receive it.

    Questions for NI: What is keeping NI from communicating to their loyal customers? Why doesn't NI explain what is causing the delay and give an honest shipment date? What is NI's policy on answering open service tickets? Why would NI market and sell a product they know isn't ready for shipment? Why would NI have a policy of charging a credit card for a product it cannot provide?

    While I truly appreciate fellow members of the forum speculating on the various issues and rumors listed above, NI could quickly resolve the collective angst of their loyal customers by explaining what happened, apologizing for their misrepresentations, and clearly stating how they will resolve this and BY WHEN.

  • aatreya
    aatreya Member Posts: 6 Member
    edited December 2023
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    +1. I’ve been dealing with the same thing through another retailer (who is beholden to NI and keeps stating they have no idea what is going on over there).

    I would also like to see answers to each of the questions @smcolw posted above. This has been a colossally poor customer experience and a little transparency would go a long way.

  • Ari21
    Ari21 Member Posts: 18 Member
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    Yea, this is the second time I contact customer support about the issue. Not a single time got a response. Its 3 days past the 13th, and we know shipping takes a while. So do we really expect these to be in before Christmas?

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