Komplete Care 06 Shipping Delay

[Henning @ NI]

Hello everybody,

to all Komplete Care 2006 owners, I want you to know that we are very concerned about the delayed shipment of the Komplete 4 updates, and we absolutely acknowledge the frustration that this has caused for some of you. It has taken us a few days to prepare what we feel is an appropriate response, and I apologize for not having been able to inform you earlier via this forum.

All Komplete Care 2006 owners will receive an email from us today, which details how you will be compensated for the time you had to wait for your Komplete 4 update. I am sure that you will appreciate the solution that we are offering you.

Best regards,

Henning

[daveporter]

Here is the email message I received:

Dear KOMPLETE CARE 2006 owners,

I would like to address recent shipping delays and product activation
issues that may have affected you, and inform you about how Native
Instruments will make up for any inconvenience caused.

With NI KOMPLETE and KOMPLETE CARE 2006, you have invested in the most
powerful package of professional software instruments available, and our
goal is to make this investment as rewarding to you as possible.

Due to a series of unfortunate incidents, significant delays occurred in
the delivery of your KOMPLETE 4 update. Some users have also experienced
issues with registration and authorization due to technical problems with
our server infrastructure.

Addressing these issues is a top priority for us, and temporary problems
with product activation have already been resolved. We also have initiated
further infrastructural improvements to ensure the smooth and reliable
authorization process that you can rightfully expect from Native
Instruments.

Delivery of KOMPLETE 4 updates to KOMPLETE CARE owners has recently been
delayed due to an unfortunate miscommunication with our fulfillment
center, which has especially affected customers in the U.S. All customers
should, however, receive their updates next week at the latest.

We acknowledge that these incidents have led to a customer experience that
was not on the level of what you are entitled to. We would like to
sincerely apologize for any inconvenience this may have caused you.

Because your satisfaction is of our highest concern, and as a gesture of
how serious we take this matter, we have decided that all customers who
have registered KOMPLETE CARE 2006 before today will receive our new
flagship synthesizer MASSIVE free of charge as a download version.

Within the next hours, you will receive a second email containing your
personalized download link and serial number for MASSIVE. Your KOMPLETE
CARE voucher remains valid for other purchases in the NI Online Shop, and
the expiration date has been extended until December 31st, 2007, so you
can use it towards any Native Instruments product that will be available
this or in the coming year.

In case you should encounter any further issues regarding the installation
or activation of KOMPLETE 4, you can now make use of a special priority
support email at (removed to prevent spam), available until
December 15th, 2006.

On behalf of everyone at Native Instruments, I want to thank you for your
understanding, and for bearing with us through a logistical challenge that
has clearly led to a less-than-ideal customer experience for some of you.
We hope that you will enjoy KOMPLETE 4 and MASSIVE, and that our
instruments will inspire your music for a long time to come.

Best regards from Berlin,

Florian Haver
Chief Marketing Officer



I appreciate the effort NI is making to show us, their customers, that they understand and acknowldege that thier recent customer service has been less then optimum. That is the first step to correcting a problem; acknowledge it. However, the follow through is the key.

I am really not interested in Massive since I have little use for it in the type of music I produce. Instead of free software, what I would prefer is better and more frequent communication regarding when UB updates will be released (with real target dates for each plugin) and rapid and effective fixes to quality problems being experienced with a number of the new plugins (swat the bugs in the existing products before any new products are conceived and engineered).

Again, as I have said previously, in the past I regared Ni as one of the best companies I do business with; I hope that their future actions allow me to feel that way about them again.

Dave

[kovacs]

Fantastic. It is far more than expected. Thanks!

[cs1]

I have been waiting impatiently for any information on my Komplete 4 upgrade, as I got the coupon offer but not the shipment note. So I had no idea until recently if US orders were going out or not. I think that was the most frustrating part, being in a state of limbo and lack of information especially since there was a big delay involved. Luckily a lot of the members of this forum posted and through that we eventually got a picture of the US market, or in this case that shipments weren't going out to the US yet.

Regarding the Komplete Care 2006 email that we just got, I have to say Native Instruments has won me over with the contents of the email. I am very pleased that Native Instruments is doing something to correct the problem and the compensation is just very good news. I was starting to think you all at NI were just ignoring the problems or our concerns.

I love your products and have almost all of it and now, will continue to support your company. In the future, I do suggest having someone on staff that can allocate more time in the forums and be more forthcoming or answer questions/problems in these forums for your customers.

Bravo Native Instruments. Thank you NI!

[zvenx]

me too.
thank God I didn't buy anything with my coupon as yet.

rsp

[sturelof]

I already downloaded Massive and got this one:

"Dear KOMPLETE CARE 2006 owners,

I would like to address recent shipping delays and product activation
issues that may have affected you, and inform you about how Native
Instruments will make up for any inconvenience caused.

With NI KOMPLETE and KOMPLETE CARE 2006, you have invested in the most
powerful package of professional software instruments available, and our
goal is to make this investment as rewarding to you as possible.

Due to a series of unfortunate incidents, significant delays occurred in
the delivery of your KOMPLETE 4 update. Some users have also experienced
issues with registration and authorization due to technical problems with
our server infrastructure.

Addressing these issues is a top priority for us, and temporary problems
with product activation have already been resolved. We also have initiated
further infrastructural improvements to ensure the smooth and reliable
authorization process that you can rightfully expect from Native
Instruments.

Delivery of KOMPLETE 4 updates to KOMPLETE CARE owners has recently been
delayed due to an unfortunate miscommunication with our fulfillment
center, which has especially affected customers in the U.S. All customers
should, however, receive their updates next week at the latest.

We acknowledge that these incidents have led to a customer experience that
was not on the level of what you are entitled to. We would like to
sincerely apologize for any inconvenience this may have caused you.

Because your satisfaction is of our highest concern, and as a gesture of
how serious we take this matter, we have decided that all customers who
have registered KOMPLETE CARE 2006 before today will receive our new
flagship synthesizer MASSIVE free of charge as a download version.

Since you have already purchased MASSIVE, we will offer you a refund and
reinstate your voucher for the NI Online Shop if it was used towards this
purchase. This voucher will have its validity extended until December
31st, 2007, so you can use it towards any Native Instruments product that
will be available this or in the coming year. You will receive a further
email shortly that will inform you about the details of the refund
process.

In case you should encounter any further issues regarding the installation
or activation of KOMPLETE 4, you can now make use of a special priority
support email at (removed to prevent spam), available until
December 15th, 2006.

On behalf of everyone at Native Instruments, I want to thank you for your
understanding, and for bearing with us through a logistical challenge that
has clearly led to a less-than-ideal customer experience for some of you.
We hope that you will enjoy KOMPLETE 4 and MASSIVE, and that our
instruments will inspire your music for a long time to come.

Best regards from Berlin,

Florian Haver
Chief Marketing Officer"

[Vocalpoint]

Wow...I am very impressed....a Free Massive and a coupon extension....nice one.

Now - the ironic part - since I have shelfed my copy of K4 until such time that I can be confident I can actually authorize the product - am I alarmist to think that now NI gives out yet another item to authorize thereby causing a new batch of folks to severely re-pound the servers when they get hold of their Massive serial?

Is this going to start the authorization problems all over again - which of course will plague those K4 users who have been having issues in the first place? The circle never ends....

EDIT - Just got my Massive Serial and link! These guys are on the ball today!

[andrew_m]

This doesn't happen to include Komplete 3 upgradies still waiting too by chance? I've suffered as well...

Sweet deal.

[piepkrak]

Vocalpoint wrote: Now - the ironic part - since I have shelfed my copy of K4 until such time that I can be confident I can actually authorize the product - am I alarmist to think that now NI gives out yet another item to authorize thereby causing a new batch of folks to severely re-pound the servers when they get hold of their Massive serial? Is this going to start the authorization problems all over again - which of course will plague those K4 users who have been having issues in the first place? The circle never ends....

This seems very unlikely to me. I think they might have learned a valuable lesson or two when the authorisation service malfunctioned.

I've been having some authorisation problems too. The service I received the past week is great. I never expected this... Thanks guys!

[pfokus]

I was very impressed by the email as well. I had already purchased Massive using the coupon and some extra $$ so the idea of getting a refund and then getting the coupon back is terrific! I am very happy with the way NI handled this now.

I know some might say they want more or it should have been sooner but for me I am happy.

pfokus

[vic_france]

This is lovely of you, N.I. Thank you so much!

[MartinHines]

pfokus wrote: I had already purchased Massive using the coupon and some extra $$ so the idea of getting a refund and then getting the coupon back is terrific! I am very happy with the way NI handled this now.

Pfokus,

If you have received the boxed version of Massive but have not yet installed it, you can sell it.

[Jason Archibald]

"Since you have already purchased MASSIVE, we will offer you a refund and
reinstate your voucher for the NI Online Shop if it was used towards this
purchase. This voucher will have its validity extended until December
31st, 2007, so you can use it towards any Native Instruments product that
will be available this or in the coming year. You will receive a further
email shortly that will inform you about the details of the refund
process."

Martin, this is what the email to those who already bought Massive says. They get a refund on Massive, and their coupon back.

[pfokus]

Yes. I am cool with Keeping MASSIVE and getting the refund and coupon.

[areau]

Thank you. Much appreciated. Hope this is a starting point, and we continue to be rewarded by good customer service.