NI Veteran: Where are the VSTs I just purchased?

I ordered electric ruby and jam bass together as a birthday gift to myself… not only was the discount not honored, but I never got the confirmation email - nor did I even receive the two VSTs in my portal. The transactions shows up in my order history despite not showing up in my MY PRODUCTS section. Not sure what’s going on… The money in my bank account was accepted though.

I asked this in the discord, sent a ticket to support on 10/8 and haven’t heard back yet. It’s 10/10… I don’t feel slighted. I just want what I paid for.

Is there something going on with the site? Yesterday, someone else on discord mentioned having a similar issue with a VST not being available after purchase.

Thanks,

NS ~ spaceghostnick

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spaceghostnick

Hey, gotcha! Someone from the team actually reached out and helped me! We have an escalation going to a specialist. I am relieved and grateful!

I wish there was a way I could delete this entry into the forum. I sincerely hate when I assert myself.

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PoorFellow

Is there something going on with the site? Yesterday, someone else on discord mentioned having a similar issue with a VST not being available after purchase.

Yes , we have seen a few of these issue , not many , but a few of hiccups of different sorts with same result.

Please check your the MY PRODUCTS AND DOWNLOADS page to see if the product was added there.

I ordered electric ruby and jam bass together as a birthday gift to myself… not only was the discount not honored, but I never got the confirmation email

Please do not download or use products before all issues has been cleared. I do not know how "the discount not honored" since that should have been shown already at checkout , however then if N.I. promised you a discount the you should have what you were promised. Again , N.I. are no small outfit , be polite in conversation with customer support and give all facts in a concise manner , and N.I. should not fail to fix your issues here. N.I. support are generally great if they are put in a situation where they can be.

Please specify how "discount not honored".

Once again then happy birthday and very sorry to learn that your birthday shopping experience were less than a happy one.

@Jeremy_NI , [EDIT , issue has now been reported as resolved] there appear to have been a shopping incident gone bad here both "discount not honored" and "no confirmation email" / product not received . Could you please check up on this ?

spaceghostnick

Thank you. The VSTs are not present in my products section. I checked again, as you’d suggested and they aren’t present.

If my tone comes across as impolite, it’s not. Furthermore, whether or not I am viewed as polite isn’t a precedent for a lack of customer service. Especially if I’m spending and have spent a great deal of money over the years.

Have you seen how messed up America’s economy is? I’m a loyal buyer through that.

Nonetheless, as mentioned in the discord - I appreciate your help then and even now - as you’ve tagged someone who works at the company.

In my inquiry with support, I attached photos of the electric ruby page and promptings for the session guitarist 10 year sale along with my order confirmation on the website (not email because that doesn’t exist). I also attached a photo of my order history that has it listed… for your convenience I went ahead and screenshotted the Electric Ruby page again for your review - and anyone else’s. At this point, I don’t care about the discount. I just want to be sure that I get what I paid for and it doesn’t get overlooked….

While NI is a great company, that doesn’t bypass my fundamental right of self-advocacy - especially in situations where I am not hostile.

With Honor,

Vocalpoint

https://community.native-instruments.com/discussion/comment/244020#Comment_244020

Is there anything under "Not Registered? in your NI Account?

And - are we 100% certain you are logging into the correct NI account?

You would not believe the number of threads like this where a user enters one set of credentials during their NI shop experience but use another different set on their NI account and/or in Native Access - resulting in massive confusion about where everything is.

Whatever credentials you used in the shop must be identical to those for your NI Account and for Native Access.

As I have noted in past threads - the NI Shop experience (as long as your account AND Credit card are in good standing) should take literally no longer than 5 minutes from pressing Buy to getting an order confirmation to your email and then having the new product appearing within Native Access.

If there are any delays in this whatsoever - especially when products or confirmations simply do not happen - pretty much a guarantee there is a problem with the email you used OR your payment method.

spaceghostnick

I’ve only had one account since 2012.
I used my Apple Pay. It had sufficient monies too… it’s in my order history. I’ll attach a screenshot.

PoorFellow

https://community.native-instruments.com/discussion/comment/244020#Comment_244020

If my tone comes across as impolite, it’s not. Furthermore, whether or not I am viewed as polite isn’t a precedent for a lack of customer service. Especially if I’m spending and have spent a great deal of money over the years.

Sorry if I came across in a wrong manner. I merely doing my best to advice based on what I have learned and my advice should not be taken as anything other than an attempt to guide/advice.

I used my Apple Pay. It had sufficient monies too… it’s in my order history. I’ll attach a screenshot.

There ought be no need for you to show people here your order history

P.S. , I removed what to me looked like order numbers just as a precaution (and people in the forum have no need to know these)

spaceghostnick

@PoorFellow I am equally sorry. I have great respect for you bro.

PoorFellow

https://community.native-instruments.com/discussion/comment/244030#Comment_244030

@PoorFellow I am equally sorry . I have great respect for you bro.

Thank you ! as do I respect you. (and fully acknowledge that such a situation as the one that you are in is far from ideal for a company such as NI)

At this point, I don’t care about the discount.

You should. Looking on the screenshot then I am not sure if that constitutes as a %50 off offer on Electric Ruby Deluxe , but if things were presented in a way that made you believe that you would be given a discount when you shopped and you were not then I think that you ought to ask for a refund on Electric Ruby Deluxe on the grounds that you thought a discount would be given. But for that purpose then you ought neither download nor install the product. I hope that Jeremy_NI can help clarify but usually then NI tends to act very cooperative if there has been any misunderstanding.

Again then I am not a N.I. employee what I write is only opinion and advice 🙂

It's past midnight here so I have to leave for the night but should be back here sometime Sunday.

Have a nice day/evening… 🙂

spaceghostnick

Hey, gotcha! Someone from the team actually reached out and helped me! We have an escalation going to a specialist. I am relieved and grateful!

I wish there was a way I could delete this entry into the forum. I sincerely hate when I assert myself.

Vocalpoint

Have never heard of using Apple Pay for anything in the NI Shop.

Maybe it’s an option in different countries stores?

Certainly not for me here in Canada.

VP

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