Why NI not answering my support tickets????

joaonmusic
joaonmusic Member Posts: 6 Newcomer
edited October 22 in Social Club

I purchased products on '60% sales' , it turns out that as of today, I have not received a refund, I have not received the products,

my orders say 'Shipped'...

Customer support doesn't respond to tickets, I don't know what else to do...

Is anyone else having the same thing happen????

Best Answer

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    @joaonmusic Both orders are refunded. However, some banks may have processing times of up to 5 business days.

Answers

  • LostInFoundation
    LostInFoundation Member Posts: 4,488 Expert

    Unfortunately lately the support needs some time to answer tickets. It’s just a matter of waiting…

  • Uwe303
    Uwe303 Moderator Posts: 4,020 mod
    edited September 2023

    Hello,

    the 60 percent thing was a mistake. So they fixed it, if you bought software you normally will get an e-mail with keys inside, check all folders of your mail account.

  • joaonmusic
    joaonmusic Member Posts: 6 Newcomer
    https://community.native-instruments.com/discussion/comment/92799#Comment_92799

    I buy hardware... they said on email it was mistake and refund, but my order details say Shipping, but customer cares no respond.... no products, no money....

    I dont know what i will receive.... or if i will receive.....

  • Uwe303
    Uwe303 Moderator Posts: 4,020 mod

    ooh - ok if you bought hardware then it´s canceled, please be a bit patient, cause of that issue native has lot of stuff to do, to fix it somehow. You maybe will get a 10 percent voucher, also valid for hardware. That´s a really annoying issue

  • joaonmusic
    joaonmusic Member Posts: 6 Newcomer
    https://community.native-instruments.com/discussion/comment/92807#Comment_92807

    Some users said that their order had the information Cancelled, others had Shipped.

    I need native to answer me, because I'm in trouble because I need the equipment to work and i need to know..

    3 days and no one respond me

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod

    @joaonmusic I've escalated your ticket, someone should get back to you soon. You should get your refund soon and will get a 10% discount voucher for future hardware purchases.

  • joaonmusic
    joaonmusic Member Posts: 6 Newcomer

    Jesus christ..

    I completely regret buying products from native...

    If I had bought where I usually buy from other brands, I already had the products, I had already done the service and I had already received the money.

    For the first experience with native.... good well..

  • joaonmusic
    joaonmusic Member Posts: 6 Newcomer

    I had to transfer the service to another, because unfortunately there was no refund, no equipment, which resulted in a loss of earnings.

    https://community.native-instruments.com/discussion/comment/92821#Comment_92821


  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 13,047 mod
    Answer ✓

    @joaonmusic Both orders are refunded. However, some banks may have processing times of up to 5 business days.

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