What kind of company doesn't offer any product support to professional users?

jamesdesilva
jamesdesilva Member Posts: 3 Member
in Tech Talks

I CANNOT understand how Native Instruments can profess to be this incredible professional company providing software & products for professional business users, who rely on these products to earn a living, and don't provide any ACTUAL support when they remove access to something you've paid a significant amount of money for?

In what universe is it acceptable to remove my access to the products i have bought and paid for in full, and give me no way to speak to anyone to fix the issue? What an utterly incomprehensible way to treat customers.

I'm not on a subscription service, i'm not behind on payments - you have NO LEGAL RIGHT to stop my products from working in the way they were sold to me - so I expect them to work.

Native Instruments: absolute joke.

I've raised a ticket - that'll take six weeks for you to sort out wont it - in the meantime, i can't do my job and fulfil the contract I have so I'm going to lose money. That seems fair doesn't it!?

Answers

  • mykejb
    mykejb Moderator Posts: 2,433 mod

    What have you lost access to?

  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,594 mod
    https://community.native-instruments.com/discussion/44748/what-kind-of-company-doesnt-offer-any-product-support-to-professional-users

    Dear @jamesdesilva we are all here to assist you, not just the NI personnel and the forum mods, but a lot of expert users too.

    However, no one can provide you any kind of help, if you post generic complains instead of your actual problem. Would you like to elaborate us what is your issue?

  • jamesdesilva
    jamesdesilva Member Posts: 3 Member

    Hi - so my issue is, i've paid a company for a suite of products, and it looks to me that i'm being held to ransom to "upgrade" because all my libraries have disappeared and gone into "demo" mode when loaded manually. I mean.. what sort of company steals people's money from them and provides absolutely no way of contacting them to sort it out?
    I've got projects due for completion and can't do it because the idiots at NI can't provide any level of customer service - it's a joke.

    I own Komplete 13 Ultimate - it is installed correctly, everything is shown correctly in Native Access. I currently only have access to five of the libraries within Kontakt, whether I use Kontakt 6, 7 Player or 8 Player. All three applications have full disk access, and Native Access sees all of the libraries as installed.
    Everything worked perfectly on my mac until three days ago, when everything disappeared for absolutely no reason and i've received zero support from Native Instruments in that time, even after raising a ticket.
    Quite frankly - that's a disgrace.

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