How can I communicate directly with NI about unfair cyber season pricing before "holiday sale"?

kjs123 · 2024-12-11T20:33:07+00:00

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I bought Kontour during 2024 cyber season at $49.50, not realizing the price would drop a week later by $30, down to $19. I can't figure out how to directly address this unfairness with NI. I haven't found any email address, phone number or chat link. Any suggestions for contacting a PERSON at NI about this?

Thanks. kjs123

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PoorFellow

https://community.native-instruments.com/discussion/39857/how-can-i-communicate-directly-with-ni-about-unfair-cyber-season-pricing-before-holiday-sale

Any suggestions for contacting a PERSON at NI about this?

In short then you have to contact N.I. Purchase Support. In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

The closest you come to "speaking" with anyone is the chat (ref. above linked to pages), if chat is busy or unavailable, now or any other time, then a ticket will be made. There is no other way for end-users to contact N.I. other than through the Support system or through remarks from a N.I. Customer Care representative who work the forums normal work hours on work days. But this Customer Care representative will tell you the same thing : You have to contact the colleagues of the Customer Care representative that works in the N.I. support department. That is the way it is.

The general response to inquiries such as yours is that you have had to have bought 'super close' (undefined but generally appear as meaning a few days at most) to the time of the offer for N.I. to be willing to let you have what you bought at the deal price. We in the forum both not N.I. Moderators such as I do not have any say in this and N.I. Customer Care's influence are also limited. The final decision on all such matters lies with N.I. support .

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colB

That sucks, but sales are a thing, and so are further reductions. If companies refunded the difference to everyone that bought before the price drop, they would bankrupt themselves.

If you really really want a retroactive price reduction, you'd probably have better luck writing to Santa Clause and asking him to speak to NI on your behalf!

Vocalpoint

https://community.native-instruments.com/discussion/39857/how-can-i-communicate-directly-with-ni-about-unfair-cyber-season-pricing-before-holiday-sale

Agreed with @colB

Sales are a living thing.

It is on us to be aware and if/when we pull the trigger - we need to live with the result.

NI (or any company for that matter) is not going to gently check with everyone prior to kicking off a new sales event to ask if this is ok or that is OK.

They do not need our permission nor do we have to participate either.

FWIW - you scored a great deal on Kontour. Could have always paid full price.

PoorFellow

https://community.native-instruments.com/discussion/39857/how-can-i-communicate-directly-with-ni-about-unfair-cyber-season-pricing-before-holiday-sale

Any suggestions for contacting a PERSON at NI about this?

In short then you have to contact N.I. Purchase Support. In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

Sunborn

I think NI Support is far too busy / overwhelmed to burden them with such ridiculous requests.
We can blame them for many things (rightfully or not), but it is not their fault if some people living on another planet/era/dimension etc. There must be some common sense.

Cliff Moir

The pricing is so low, even when I catch the “wrong sale” I’m winning. Don’t stress it, make some music and when you’re done, make some more.

kjs123

Thank you to Poor Fellow.

I get the lack of sympathy from others - my own fault for not asking the right questions at the right time, I guess.

I disagree that all larger companies behave like this. I've found that usually a human in customer service will do their best to accommodate those they think can remain loyal customers. It's too bad if NI doesn't really care about this issue.

colB

https://community.native-instruments.com/discussion/comment/197102#Comment_197102

It's not a lack of sympathy. Its just realism.

If they hadn't reduced the price further, would you be happy with what you got for what you paid?

BIF

https://community.native-instruments.com/discussion/comment/197102#Comment_197102

It's not about sympathy. If you slipped on the ice and broke your leg, I would be sympathetic to you.

Missing a sale because you bought a few days earlier? Not so much.

Anyhow, did you ever contact support? Remember that it's Christmas…they may be off work until after January 6th. So don't be mad at them for not responding quick as a jackrabbit this time of year.

Also, bear in mind that Native Instruments is not its own owner; and has not been so for over 2 years now. NI is owned by another company, which in turn owns DOZENS of companies. Depending on who sets the rules, any decision going against you may or may not be made by NI itself.

PK The DJ

The way I see it - when you originally bought it at $49.50 presumably you thought that was a fair price to pay, right? Otherwise you wouldn't have made the purchase.

As for the price reduction, these things happen - all the time, with all sorts of products. It's not just NI that do this, and when it happens, it's not because they're trying to rip anyone off.

I bought some canned drinks a few weeks ago. When I go back for more, they may well be cheaper, but that doesn't give me the right to demand money back.

Vocalpoint

"I bought some canned drinks a few weeks ago. When I go back for more, they may well be cheaper, but that doesn't give me the right to demand money back."

This.

Mark Oxley

Missing out on something in sales sucks but it happens, that's life. Sometimes you get lucky, sometimes you don't. Just be happy you got it less than full price.

Sooner or later you'll hit a sale at that perfect moment for an incredible deal like mine during Black Friday. I managed to get Arturia V Collection X for 149€ (usually 600€).

LostInFoundation

Despite all the PERSONAL opinions that the usual suspects want to give you to prove that you have no rights to ask infos about anything, the only one who gave you a correct info is PoorFellow (probably because, being a moderator, he read the same statement I read made by a NI employee on the private NI Discord channel): NI DOES HAVE a grace period, although they don’t advertise it (probably hoping people not knowing this won’t profit of it…). Unluckily this means we don’t know for how long it does extend, so the only way to know if they will apply it for your case is to wait for support to answer you

Vocalpoint

"NI DOES HAVE a grace period"

Except "grace periods" usually only apply to major "new" version launches and not upgrades.

Like say - I bought a full license of Komplete 14 on Sept 26, 2024 and the K15 launches the next day.

That would certainly be "grace period " worthy.

But I have never heard of any "grace period" applying to a scenario where you paid some awesome price for an upgrade during Cyber Sales event on Dec 14 and when a different Cyber Sales event hits the next day - everyone who bought prior to the sales period - suddenly gets a refund.

That sounds like a recipe for financial loss to me.

But - only NI Sales Support can confirm if this is actually a thing or not.

LostInFoundation

Since you like citations:

“But I have never heard”

That’s correct

Sunborn

https://community.native-instruments.com/discussion/comment/200198#Comment_200198

https://community.native-instruments.com/discussion/comment/200204#Comment_200204

It took me a while to dive into all possible available information but here they are, so lets clear this case:

For start, yes, that is correct, Native Instruments does offer a grace period for recent purchases when a new software version is released.

However, please keep in mind those facts:

The exact length and conditions of this grace period are not always clearly defined and can vary, as you can see here: https://www.native-instruments.com/en/company/legal-information/conditions-of-purchase/ .
It's not always guaranteed. A grace period isn't a fixed policy, but rather something that offered on a case-by-case basis.
Generally, if you purchased a product very close to the release of a new version (within a few weeks), you have a higher chance of being eligible. As you can see here, for the Maschine 3.0 is 30 days.
Grace periods does not apply on Cyber Sales.
Grace periods are more common for major updates rather than minor updates. However, this does not mean that a minor update can not qualify too.
Factors like, where and when you bought the product, and whether it was a full version or an update, can be important and influence eligibility.
The best way to find out if you qualify for a grace period is to contact Native Instruments support directly. They will assess your specific situation and provide you accurate information. In fact, they are the only ones who can provide you accurate information!
I'd like to add a personal note too: As a general rule, stop buying blindly! Be a conscious customer, not a blind consumer. Do a research. Ask around. Contact them directly before you buy, if you are unsure.

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