Loosing faith in Native Instruments

I have been a customer for over 20 years with Native Instruments and have bought numerous software instruments without ever having a problem ordering. And if I ever had an issue I always got the support I needed resulting in me being a happy customer! But now this has changed!!

Last Friday (10/31/25) I bought and paid for Session Percussionist only to realize (to my big surprise) that the order was under review and I didn't get any download link. Working as a professional sound designer and composer I sometimes have to move fast and buy the tools needed right when I need them…so not receiving my paid for product is a big issue and resulted in me buying another company's similar product just to finish the job!

But here comes the thing that really makes a big change for me and has made me seriously considering if I am going to be buying and support NI in the future, like I have for the last 20 years plus. Native Instruments hasn't returned to any of my many injuries on my support ticket…just SILENCE!!

So dear Native Instruments, you need to get your act together! There are many other good software manufactures out there, who deliver the product when the customer has paid, and who has great customer support if there is any issues!

I am seriously considering breaking up with you after more than 20 great years!!

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Vocalpoint

"Last Friday (10/31/25) I bought and paid for Session Percussionist only to realize (to my big surprise) that the order was under review and I didn't get any download link."

Any time an order is placed "Under Review" - it is a certainty that your payment method, address information or some other piece of personal information is being checked by NI. This is for their protection and for yours.

Also - you did not specify exactly "when" you placed the order last Friday but it is very important to know that NI does not work on weekends. So depending on where you live - if your order went in after closing time Friday (German time) - expect it to be looked at for the very first time this week - if there is a payment or location issue.

They will get back to you - but there is an issue - guaranteed.

Also - I see you have Mac OS 12 listed. You should know that Session Percussionist will require at least Mac OS 13 to work correctly.

Dynamoe

Hi Vocalpoint

Thanks for your reply!

As I write I have been a customer for more than 20 years and nothing has changed with my payment method, address info or anything else for that matter. A Google search shows that it runs with OS 12, even though it says OS 13 on the NI site. I run Kontakt 8, so thought it was ok. Anyway, that is another matter entirely and of topic, my post is about the lack of support and response. I placed the order at 9.12 in the morning.

And I am ok with a delay due to weekend…even though I don't expect it…it wasn't a problem with the competing developer that I ended up choosing a similar product from later that day…due to the complete silence and delay from NI. And mind you, NI had no delay in deducting the money from my account..!!

And that brings us to the very core of the problem for me. The total lack of response, communication and support from NI. If they had reached out to me and given me an explanation to what was going on I would have understood and been at ease…but I didn't hear from them until Nov 5th. This is a huge downgrade from what it used to be from them, and is just not good enough for me. Witch is also why I have decided not to be a customer with NI anymore and find my needs covered in other companies.

NI finally did come back to me yesterday, explaining that there had been a vat issue and that the order hadn't gone through. Even though the money had been deducted from my account!? Their solution was for me to please place a new order. Well, I don't think so…I think I am going to wait and see when I get my money back instead!

And in the meantime make some music with my new software that I got quickly and within minutes of placing my order, from a company that treated my like a valuable customer!!

Vocalpoint

https://community.native-instruments.com/discussion/comment/247069#Comment_247069

Thanks for the update - and continued success.

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