NI CHANGES CONDITIONS OF E-VOUCHER AFTER MY PURCHASE

245

Answers

  • DiosGnosis
    DiosGnosis Member Posts: 200 Advisor

    Curious thing. AudioBro doesn't have either version of the product in question on their site for sale.

    The NI site clearly states that Symphony Series String (Essentials/Ensemble) was "created in collaboration with AudioBro" however, AudioBro is NOT selling the product.

    If NI is the only company of the two listing the product for sale, are we truly dealing with a product from a partner?

  • MM-A
    MM-A Member Posts: 26 Member

    Thanks everybody for your helpful input!

    TO NI CUSTOMER SUPPORT:

    My point is very simple: Please tell me the REASON why I cannot use my e-voucher with SSS Ensemble, and show me PROOF of that reason (not just "because I say so").

    I have received FOUR DIFFERENT reasons (or should I say, excuses?) from customer support, and none of them make any sense, and are all different, and they have not explained where that is written, where it comes from or why that is so.… Which is the right one? All? None?

    If the reason is that it has to be BELOW 499 € -even though my cart says 419.33 € (see image)- well SAY IT!!! Is that so difficult?

    There was an error displaying this embed.

  • PoorFellow
    PoorFellow Moderator Posts: 5,517 mod
    https://community.native-instruments.com/discussion/comment/209245#Comment_209245

    Btw: I’m almost sure that Matthew will come back saying he is giving only his opinion, since he is not an expert of these cases…and that final answer can be given only by the right support team taking care of these kind of issues

    Of course Matthew_NI were only giving an opinion. All of this is not Matthew_NI's area of responsibility as you yourself indirectly points out.

  • LostInFoundation
    LostInFoundation Member Posts: 4,831 Expert
    edited February 5

    I would not insist on the 419.33€…

    499 refers to the price listed, with or without VAT

  • LostInFoundation
    LostInFoundation Member Posts: 4,831 Expert
    https://community.native-instruments.com/discussion/comment/209250#Comment_209250

    Indirectly???

  • MM-A
    MM-A Member Posts: 26 Member
    https://community.native-instruments.com/discussion/comment/209251#Comment_209251

    Ok, if that is the reason, why don't they say so? Why do they give OTHER reasons and not that one?

  • LostInFoundation
    LostInFoundation Member Posts: 4,831 Expert

    I’m not discussing your reasons… just suggesting that this one is not a good point to exploit

  • PoorFellow
    PoorFellow Moderator Posts: 5,517 mod
    edited February 5
    https://community.native-instruments.com/discussion/comment/209253#Comment_209253

    Indirectly???

    "the right support team" , using the word 'right' makes it sound like a opinion, as opposed to e.g. "the support team in charge"

  • PoorFellow
    PoorFellow Moderator Posts: 5,517 mod
    https://community.native-instruments.com/discussion/comment/209249#Comment_209249

    If the reason is that it has to be BELOW 499 € -even though my cart says 419.33 € (see image)- well SAY IT!!! Is that so difficult?

    You are right , if that were the reason then they should have told you. But let's see what Jeremy_NI finds out.

  • Kubrak
    Kubrak Member Posts: 3,100 Expert
    edited February 5

    IMHO, "less than USD499" rule is the reason.

    I have done few purchases with VAT removed in past. And NI applies voucher BEFORE VAT removal.

    If one has 100 EUR voucher, VAT is 20%, price of product including VAT is 240 EUR (200 EUR + VAT)…..

    …the resulting price in case of purchase without VAT is not 100 EUR (200-100), but something like 116.67 EUR ((240-100)/1.2).

    At least few years ago it was so….

    I agree it may be sort of confusing/quesionable, what price should be used in that USD499 rule. To make it real clear it should be "less than USD499 including VAT". Also would be better if NI explicitly states that voucher is applied to price including VAT and VAT is removed after that.

    Maybe it is clear to accounters how vouchers are handled in case of purchase without VAT, but for sure it is not so clear to common customer.

  • MM-A
    MM-A Member Posts: 26 Member
    https://community.native-instruments.com/discussion/comment/209270#Comment_209270

    Totally agree with you, Kubrak. It's as simple as being clear -i.e. "less than 499€ including VAT"- and caring for the customer -i.e. explaining the REAL reason, instead of improvising nonsense excuses, and making the customer wait for weeks and loose his time…

    If I had known THESE were the conditions, I would have not purchased the KKA61… By the way, I told them that I wanted to return the KB due to the voucher issue, and they "kindly" replied that the 15 day period had expired... was it my fault that it took so long to resolve this issue? I'm really happy with NI Customer Service!

  • LostInFoundation
    LostInFoundation Member Posts: 4,831 Expert

    Welcome to NI World

  • JesterMgee
    JesterMgee Member Posts: 3,026 Expert

    I'm more surprised by the fact anyone even uses the voucher, let alone cares so much to send back products because the $30 voucher doesn't work. Usually the only real thing one can buy is sample packs since almost everything else is excluded.

  • PoorFellow
    PoorFellow Moderator Posts: 5,517 mod
    edited February 5
    https://community.native-instruments.com/discussion/comment/209298#Comment_209298

    I'm more surprised by the fact anyone even uses the voucher,

    It's concerning the the only type of voucher coming with a keyboard that is usually worth using , the pick something for free type, in this case a Kontakt library at a price below €/$ 499 , not a % off discount voucher.

  • Kubrak
    Kubrak Member Posts: 3,100 Expert
    https://community.native-instruments.com/discussion/comment/209282#Comment_209282

    The thing is, that because prices are including VAT and so on, it sort of indicates that everything is based on prices including VAT.

    But simply writing it explicitly would avoid wrong assumptions and possible misunderstandings.

    I personaly do not use vouchers as there is almost no use for them. I buy in sales and sales are excluded, so… I even have one voucher that may be used for HW, but I haven´t found use for it in past four years…

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