Why is my order "Under Review"?

Jmetz
Jmetz Member Posts: 6 Newcomer
in Komplete General

Why is a digital download I paid $1,300 dollars for under review for 2 days now? I am relatively new to the NI ecosystem, but the experience so far has not been great by any means so far. I have had troubles with transfers, customer support, and now Komplete 15 has been pending for 2 days being "Under Review". I literally bought Komplete 15 because I had to submit final samples to a studio on Monday and needed that extra "push" with some new software. I figured now was a better time then ever to get it since that was the case. Well, not only will I not be getting that extra push from Komplete, but I am simply not even able to access the digital downloads on Native Access to begin with. I have never had as much trouble with any other company (production, samples, instruments) as I have had with NI. It honestly makes me second guess diving into the ecosystem. I held off because of colleagues telling me about these types of experiences. How is this even a thing when vast majority of there business model is digital to begin with? Where is the customer support? Why aren't there automated systems for this, and if there are, why aren't they improved (as this seems to be a thing for years now)? Beyond frustrated at this point.

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  • PoorFellow
    PoorFellow Moderator Posts: 6,730 mod
    https://community.native-instruments.com/discussion/45101/why-is-my-order-under-review

    Alas then if you have such a problem then the only ones capable of helping you are N.I. Purchase Support , they ought to have chat support at least on normal work hours on normal workdays.

    In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

  • Jmetz
    Jmetz Member Posts: 6 Newcomer

    @PoorFellow I have already created a ticket with support, but I appreciate it.

  • PoorFellow
    PoorFellow Moderator Posts: 6,730 mod

    @Jeremy_NI , could you please check up on this ?

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,377 admin

    @Jmetz I'm not sure what happened here, sorry for the trouble. I see the ticket created yesterday, my colleagues will get back to you as soon as possible and will sort it out.

  • Jmetz
    Jmetz Member Posts: 6 Newcomer

    @Jeremy_NI So a serial code was sent to my profile this morning, but now when I go to regester it, it says "I don't have the base bundle"? I didn't buy the crossgrade or upgrade, I bought the full version of Komplete 15 Ultimate. I don't understand how this is continuing to happen? In my Native Access, I only have the demo versions of this and it will not accept the serial number provided to me in my NI account. Native Access log in and profile are the exact one used for the provided serial number…. How? So fed up at this point. How can this possibly be the case?

  • victorp.sg
    victorp.sg Member Posts: 203 Pro
    https://community.native-instruments.com/discussion/comment/226054#Comment_226054

    Perhaps you did not enter your Kontrol Keyboard hardware serial number into Native Access? See my comment in your other post.

  • PoorFellow
    PoorFellow Moderator Posts: 6,730 mod
    edited 9:53AM
    https://community.native-instruments.com/discussion/comment/226054#Comment_226054

    Quote your other thread : I got the full version. I bought it with a S49 MK3

    The version of Komplete 15 Ultimate that you get with the keyboard is not a standalone version it is a version that is to be used to upgrade from the Komplete Select that always comes free with the keyboard ! There is nothing sinister or wrong that is how it always is when you buy the Komplete bundle bundled with the keyboard. The bundles bundled with the keyboard uses the Komplete Select as base for the upgrade of the bundle to the tier bought. victorp.sg tried to explain here.

    So the misunderstanding here is this :

    Your problem is that first you need to register the hardware ,then register Komplete 15 Select , then the Komplete 15 Ultimate upgrade.

    Registering the hardware will result in you getting emails(s) from NI with codes to get DAW Ableton Live Lite and a voucher redeem code to get Komplete Select 15 for zero. If you didn't get the emails then check email spam folder .

    You are then supposed to go to the N.I. site and buy the Komplete 15 Select of your choice for zero using the voucher code which should add it to your account.

    When you have thus added/registered the Select to your account then you can register the K15 Ultimate bundle upgrade code to the account using Native Access Add Serial function.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,377 admin

    @Jmetz If you bought this Komplete bundle with the keyboard you need to register the keyboard first but it seems this was already addressed in the new post you created.

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