Native instruments no support for double purchases

Justin Evans
Justin Evans Member Posts: 39 Member
edited October 22 in Other Software & Hardware

I wasted a lot of money double buying products because Native instruments website filtering features do not work to weed out previous purchases. I am told to resell license which isn't fair with such a extensive library.

I would like some sort of exchange or credit for double purchases that are NI fault.

There is no support feature for this as well and 99% of double purchases cannot transfer license which is another issue as well

NI needs to step up and fix this issue please and compensate their customers.

Justin Evans [email address removed by Moderator]

Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod
    Answer ✓

    @Justin Evans Ok I see, I found the ticket, but it seems it wasn't just 2 weeks. This is what my colleague wrote: "we can't make an exception on products purchased longer than 3 months ago." Which I can understand.

Answers

  • maniacintosh81
    maniacintosh81 Member Posts: 645 Guru

    I don't see a mistake on NIs side here. Of course it would be nice if you got asked at checkout "Are you sure?" if buying a licence for an already owned product. But there is no legal requirement to have such feature. Getting a second licence could even the intention of any buyer as the EULA states you are allowed to install your software on up to three machines and use it on one machine at a given time. If you want use any NI software on two machines at a time or install it on more than three machines you need another licence.

    I get it that with an extensive library of NI products it can get hard to keep an overview and I agree that a warning about that can be helpful. But I really see no requirement for to refund or compensate. Of course it would be good customer care.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod

    @Justin Evans Who told you that you had to resell the licences? If you made double purchases and you want a refund you need to get in touch with my colleagues here: https://bit.ly/n1orders

  • Justin Evans
    Justin Evans Member Posts: 39 Member

    Hi Your colleagues told me when I went through this very process I will try again, regards Justin

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod
    https://community.native-instruments.com/discussion/comment/157623#Comment_157623

    Where? I can't find anything in your past tickets where they said that, do you have a ticket number I could check?

  • Justin Evans
    Justin Evans Member Posts: 39 Member

    I would have to look, it was included in a ticket for another issue. I was told the products were too old for any compensation and or I had to sell them, regards Justin

  • Justin Evans
    Justin Evans Member Posts: 39 Member
    edited June 3

    Yup that was the issue you only have 2 weeks to act on any returns so putting a ticket in won't do any good. There should be some kind of trade off in this scenario. You typically don't find out a duplicate until way down the road with an extension library, and most 99% are not transferrable, regards Justin

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,971 mod
    Answer ✓

    @Justin Evans Ok I see, I found the ticket, but it seems it wasn't just 2 weeks. This is what my colleague wrote: "we can't make an exception on products purchased longer than 3 months ago." Which I can understand.

  • Justin Evans
    Justin Evans Member Posts: 39 Member

    I think I understand what's going on, if license for 3 machines then I assume each computer would show up as a different license. This gives the appearance you double bought but actually is another computer using the product. Regards Justin

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