Anyone else have issues with Native Instruments customer support?

Marshallu89
Marshallu89 Member Posts: 1 Newcomer
in Tech Talks

Long story kinda short.. I bought Komplete 15 software. A week later I noticed that I could have paid another $200 and bought the new kontroler with the software installed already. I asked NI if they would consider either a refund, or a discount on the hardware. Before even consulting me about my question, they removed my Native Access and "refunded" me the money for the software. I never asked them to officially do that. I wanted to know what my options were before, and now there's no money from them in my account as a refund, and now I can't access the software I paid for and I have a session TODAY!

What gives, Native Instruments? Why is your customer communication skills lacking so bad?

Comments

  • lord-carlos
    lord-carlos Member Posts: 4,094 Expert

    @Jeremy_NI can you take a look at this? ^

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,391 admin

    @Marshallu89 Sorry for the confusion on our end. Let me explain what happened here. When contacting us through the chattbot you initiated a return of the product. The process is automatic and can't be rolled back. Our apologies if this wasn't clear enough, we'll try to improve that aspect. It seems that your initial messaging also confused my colleagues, when you said you bought the komplete 15 hardware about a week ago, my colleague thought you meant a physical item, which is handled manually (because of having to send back the unit, etc…). So, sorry that the conversation was also confusing. At the end of the day, the return/refund was automatic and can't be reversed. You should wait for the refund to be effective and do the purchase again.

  • BIF
    BIF Member Posts: 1,165 Guru

    Yowtch, OP, I'm sorry that happened to you.

    But I kind of feel responsible for pointing out that if you have a session, especially if it's a session for which you're charging a client real money, then you have to be absolutely the most careful about the tools that you use to meet your commitment and honor your side of the transaction.

    You should have given yourself more time to ensure that your system (your tool) was up, running, and stable. You didn't do that, and instead, you didn't really even have a plan.

    That may sound harsh, but it's true. You bought software, THEN decided maybe you should have bought the hardware too. So you weren't really knowledgeable about the options available to you. THEN you got involved in what you thought was a discussion (and a discussion only) about your options, but you inadvertently took the path toward requesting a refund, and "oops!", you actually engaged the machinery that gives you a refund.

    I feel bad for you, yes. But depending on whether or not this is something you want to do as a BUSINESS, maybe this can be a learning opportunity. I don't know what you're going to do about your session. If you can make it through that session with your current tools, then I say put this out of your mind and meet your obligation to your customer. "Skip the spinning rims", as Tony Stark would say. After the session today, you can revisit this software/hardware purchase decision and figure out what you REALLY want to/need to do going forward.

    But if you CAN'T meet your obligation to your client because of this, then the fact of the matter is that you were never ready for your client in the first place, and that's not good business. But hey, that's a lesson learned, right? If you keep improving yourself each time you try something, you'll become a pro in no time. But really, if you're out of the game right now because you were depending on Komplete, well in that case, you should reschedule the session, only this time, give yourself enough TIME to actually make all of your tools "complete and production ready".

    I wish you luck. I remember the occasions when I've had to ask for more time to complete a project. Owch, I remember!

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