[iZotope Neutron 5] Payment completed, but no serial or download after 2 days

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Answers

  • PoorFellow
    PoorFellow Moderator Posts: 7,298 mod
    https://community.native-instruments.com/discussion/comment/231518#Comment_231518

    From what I have understood then N.I. support do not work weekends , also it should be taken into consideration that there is the Summer of Sound sale going on which gives a delay in response also.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,867 admin

    @qenevieve I see your request in our system, my colleagues will get back to you as soon as possible.

  • qenevieve
    qenevieve Member Posts: 5 Newcomer
    https://community.native-instruments.com/discussion/comment/231671#Comment_231671

    Thanks so much, highly appreciated!

  • qenevieve
    qenevieve Member Posts: 5 Newcomer

    Hi again @Jeremy_NI, any updates here? It's been a couple days since the last time I've heard from anyone from either NI or Izotope. I really, really regret this purchase. If I had known there was even a possibility it would take over 5 days to deliver a software product that can be directly downloaded, I never in a million years would have bought the bundle I did. I guess it's a rookie mistake to expect a software purchase to be installable within 24 hours of buying it, but I've had to set back a project timeline by five days as result of this. So far there's still no indication from anyone that I'll even get what I paid for, and this is beginning to feel more like a scam than a purchase.

  • PoorFellow
    PoorFellow Moderator Posts: 7,298 mod
    https://community.native-instruments.com/discussion/comment/231878#Comment_231878

    So far there's still no indication from anyone that I'll even get what I paid for, and this is beginning to feel more like a scam than a purchase.

    Don't worry , Annoying as it is then N.I. will fix the issue and you will get what you paid for no doubt about that.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,867 admin
    https://community.native-instruments.com/discussion/comment/231878#Comment_231878

    My colleagues will get back to you, sorry about the delay, as mentioned before, we're in the middle of a sales special, it affects our reply times.

  • qenevieve
    qenevieve Member Posts: 5 Newcomer

    Hi once again. I'm sympathetic about the summer sale as I'm one of the people who purchased software during it - I can imagine how many open support tickets there might be about it considering how easy it was for me to be charged for something I never received.

    My support ticket was receiving replies as recently as Monday, but since then it has received no more replies even after the last response was a support person asking me for my account ID. I guess they just never got back to me after that.

    I also work in IT at a helpdesk, so it's particularly difficult for me to fathom how this could happen - should I be replying to the ticket repeatedly so that they notice? Or should I just wait for it to be addressed as the "last activity" field shoots up past five days? I was annoyed when I didn't receive a reply over last weekend until Monday. Now that it's Friday, I'm very concerned this ticket won't be addressed again until at least next week. It's just weird because it's not like nobody has /gotten/ to my ticket yet - they just stopped helping me in the middle of it.

    Anyway, I no longer want this product. It's been over a week since I purchased it and I've never received it or any indication I will be receiving it besides from this thread, which is not even my ticket. I would like to request a refund - I know that normally NI doesn't do refunds for software purchases but given that it's been a week since I paid real money for something NI has failed to deliver, I am definitely entitled to getting my money back. If NI fails to honor this refund, I'll be initiating a payment dispute/chargeback with my bank. This has gone on long enough, and I'm astonished that even a company with an overworked support staff would be okay with treating their customers this way.

    It sounds like working support during this summer sale has been a huge hassle and I'm really sorry this all falls on y'alls shoulders when it's NI and their software stack that is the cause of this issue.

    Unless we can work through the refund here, I'll be opening a new ticket requesting my refund later today. @Jeremy_NI

  • PoorFellow
    PoorFellow Moderator Posts: 7,298 mod
    edited June 27
    https://community.native-instruments.com/discussion/comment/232257#Comment_232257

    Tickets do get buried but that happens only rarely. It's more common that people them selves does not respond to an email sent by N.I. which leads N.I. to wait for a response and eventually even close a ticket, it also happens that emails ends up in peoples spam filter and recently I also noticed a case where the N.I. email had been rejected by customers email provider.

    Anyway , opening a new ticket while already having one open usually only creates confusion and cause further delays. Best option IMO is to double check for N.I. emails and since you apparently wants a refund then update your existing ticket and politely tell that because of the massive delay then you would like to have a refund. However please notice that N.I. support still does not work weekends and also Jeremy_NI left for the weekend this afternoon and he usually is not back before Monday or later if (whatever reason).

    Even if you are very annoyed at this point in time then I will advice you to follow procedures and give N.I. their chance. I am sure that when Jeremy_NI eventually looks into the issue next time then he will return with whatever explanation.

    If you want a refund then at least please do not download or install the software if it should turn up.

    I can only assist and advice but I will try to check up here. 🙂

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