NI CHANGES CONDITIONS OF E-VOUCHER AFTER MY PURCHASE

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Answers

  • Skijumptoes
    Skijumptoes Member Posts: 84 Advisor
    edited 4:03PM

    You'd think the system would just give you a reason when it declines the voucher on the main site really, as it has to do a match in the background based on certain criteria. That's what needs fixing.

    As above, I had similar with Choir:Omnia and it took me a while to go through the small print and work out what could be triggering it. Yet only through waiting a few weeks for the product to no longer be at a reduced price and trying again could I confirm this to be the case.

    I just don't think it's fair to hammer support staff, as it's clear they're not provided any kind of list of what is currently redeemable. As I said previously, it's those at the top taking their share of the profits through cost cutting methods that are to blame.

    Revenue is king, sadly. And it's getting to the point where people need to start considering which companies they invest money into. Not saying that NI is a bad egg, but it's clear there's been too much cost cutting and spreading too thinly which is creating confusion on simple offers such as this, and numerous other activities they're involved in.

    I think the support staff and project leads come across as people genuinely doing their best, so hats off to them for trying to be as transparent as possible.

  • PoorFellow
    PoorFellow Moderator Posts: 5,517 mod
    https://community.native-instruments.com/discussion/comment/209718#Comment_209718

    not obtaining what he wants no matter what

    Actually that's exactly how it is , no matter what , else : Quote : "I told them that I wanted to return the KB due to the voucher issue,"

  • LostInFoundation
    LostInFoundation Member Posts: 4,831 Expert
    edited 4:12PM

    “No matter what” means “no matter the answer”. Which OP never stated. He also said that what he wants is just the correct reason.

    Returning the KB because he thought (correctly or incorrectly) that for that price he could have kb and Symphony was his decision and has nothing to do with pretending to obtain something. He could have accepted the (correct) answer and decide that for him it wasn’t worth anymore

    But I’m wasting my time. Even worst: every meticulous (incorrect) analysis of the words I used is just distracting from the shady advertising, isn’t it?

  • PoorFellow
    PoorFellow Moderator Posts: 5,517 mod
    https://community.native-instruments.com/discussion/comment/209752#Comment_209752

    There is a clear bias among most -not all- participants in the thread towards defending at any cost customer support. I am very surprised about this, since we are all in the same boat: we are all CUSTOMERS of NI. What happened to me can also happen to you…

    It happens from time to time that such accusations is brought forward. I can only speak for myself and not being a N.I. employee then I most certainly will not pretend it to be OK if I thought that N.I. were in the wrong. And I think that you need to take your own advice : "Please read ALL what people writes, not just the part that matches your narrative."

    Not a big deal.

    🙄

  • PoorFellow
    PoorFellow Moderator Posts: 5,517 mod
    edited 4:20PM

    P.S. Also I have alerted N.I. staff to this thread so if N.I. do not have any statements to make then there is nothing that I can do to facilitate that.

    Again : If you do not receive any official response here then you simply have to take the issues that you have up with N.I. Support and see if they will cave in and bow to your pressure and if not then you alas will have to leave it at that.

    In case that you need guidance contacting support : Please read : how to get support !

  • Maciej Repetowski
    Maciej Repetowski Member Posts: 687 Guru
    edited 4:43PM

    OK, let’s take the scenic route (I’ve read the whole thread, by the way).

    Two main reasons why the voucher was rejected by the system:

    1. It needs to be Native Instruments Kontakt library (not partner’s and not third party).
    2. It needs to be priced below 499 Euros

    So there’s already two reasons for your rejection, there’s of course more in general: no bundle, no reduced price - all nicely listed by NI. Support has given you few of those reasons, because in your case, more than one reason applies (I counted three, the third being that it’s a bundle).

    And no, I’m not guessing, I have read the small print before using the voucher, as you should have. I initially wanted to use the voucher on Output Exhale, by the way. Yes, it’s NKS partner in NI store, but not NI made library, so that was a big NO 🤣

    The only thing NI could have done better was to state if the threshold is before or after VAT deduction for customers who are not paying VAT. If you were uncertain, you should have asked them prior to purchase.

    And why do I get the feeling that you wanted to buy a voucher to use it for a purchase of otherwise expensive library, with a free keyboard attached to it and not other way round, hmm 🧐

  • PK The DJ
    PK The DJ Member Posts: 2,251 Expert
    edited 5:21PM

    Honestly I think the VAT thing is just an excuse. If the country where you live has VAT then the price you pay includes VAT. You don't remove the VAT just to make the price fit your needs. It also shouldn't need explaining anywhere. If you normally pay VAT on things you buy then there's no exception here.

    Also IMO the things support allegedly told you are irrelevant. The T&Cs were stated. You tried to buy something which didn't qualify. The system told you that. The end.

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

    Also IMO the things support allegedly told you are irrelevant. The T&Cs were stated. You tried to buy something which didn't qualify. The system told you that. The end.

    Ah! Finally the genius has arrived. He say's that's "the end" so we must obey 🤣🤣🤣. Also, take note everybody, "the things support allegedly told you are irrelevant", so, no need to contact support because wahtever they say "is irrelevant". The ONLY valid thing is what PK the DJ says… Right?

    I don't know in which country you live, but it seems you have no idea of how VAT works…
    Just so you can learn something new today, VAT "isn't removed just like that" 😄: if you have a registered company in the EU, you can enter a valid EU VAT number, and VAT is AUTOMATICALLY deducted by the system, in your cart (check out my screen capture), thus in my cart it said 433,19€, and therefore there is a reasonable doubt whether this -and not 499€- is the price condition, since, if I press "BUY" that is what I will pay, and not 499€… You get it now?

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

    P.S. Also I have alerted N.I. staff to this thread so if N.I. do not have any statements to make then there is nothing that I can do to facilitate that.

    Thanks for that, but no one has contacted me again, so the mistery will remain for ever… 😅

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

    The only thing NI could have done better was to state if the threshold is before or after VAT deduction for customers who are not paying VAT. If you were uncertain, you should have asked them prior to purchase.

    Do you think that is a marginal aspect? It's the main problem!

    You are right: I should have asked them prior to purchase, but the thing is I thought NI was a serious company and believed that if that had been the case, they would have told me straight away, so I could have returned the KB on time… Unfortunately, that was not the case. Lesson learned: don't buy from NI 😂

  • PoorFellow
    PoorFellow Moderator Posts: 5,517 mod
    edited 7:38PM
    https://community.native-instruments.com/discussion/comment/209795#Comment_209795

    if you have a registered company in the EU,

    if you have a registered company in the EU then you should be familiar with the concept of 'retail' prices and would also automatically know/assume that the voucher that you get as a customer would apply to 'retail' prices since the store itself generally is a retail level store.

    I am very surprised about this, since we are all in the same boat: we are all CUSTOMERS of NI. What happened to me can also happen to you…

    What happened to the "we are all in the same boat" ? One set of rules for you and another for the rest of us ?

    Thanks for that, but no one has contacted me again, so the mistery will remain for ever… 😅

    Sorry about that , but I really can not do more in that respect. (I notified someone directly)

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

    …would also automatically know/assume that the voucher that you get as a customer would apply to 'retail' prices since the store itself generally is a retail level store.

    Yes, that could be… or not! (you said it: "generally" which means "not always"). That is why there is a "doubt" 😁 and the easiest way to solve this doubt is to get customer support tell you straight away, so you don't loose time, and return the KB on time … and everybody happy! 😅

  • PoorFellow
    PoorFellow Moderator Posts: 5,517 mod
    edited 9:40PM
    https://community.native-instruments.com/discussion/comment/209803#Comment_209803

    Well , you know , you are right about the we are all customers , and I am sure that most people here just as much as I wish that you were happy with your purchase , I mean generally then nobody here would wish you to not be happy. And also then of course someone like I wish that your 'ride' had been smoother. But none of us here (users in the forum) can do anything other than to advise or express personal opinions , even if sometimes that is not what people want to receive.

    I hope that you will find a solution to your trouble that you like 🙂

  • MM-A
    MM-A Member Posts: 26 Member
    https://community.native-instruments.com/discussion/comment/209804#Comment_209804

    Thanks for that. I appreciate it.

    Thanks everybody for your input. I hope this issue can help to avoid future similar problems to happen again...

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