FAO annoyed lack of serial numbers to Komplete 9/Ultimate Users

Email the general manager.

daniel.haver@native-instruments.de

here is mine.




Hi Daniel,


I trust you are well.


Let me introduce myself.


My name is Mark Ashworth and I am a professional Sound Designer/musician in film and I am a loyal customer of NI, and firstly I thank you and your colleagues for producing some of the most kick ass software in the audio scene. I have used this extensively in my work.


Unfortunately this email stops short of being positive there.


Let me explain.


1. I ordered a Komplete Kontrol S61, (who wouldn’t?) As a Komplete 9 Ultimate user you guys have been salivating me for months.

So, I order it, it turns up.


2. Beautiful I think....I re-arrange my studio....I physically install it...Beautiful


3. Now for the usual tech part. (not a problem)


4. Everything installs great.


5. Where is my serial number?


6. I check my NI account as per usual = nothing


7. I check my emails (including junk) = nothing


8. I check google and see that there are alot of Komplete9 Ultimate Users without serials???????


9. Massive sinking feeling.


10. Slight feeling of rage and betrayal.


Daniel,


If one would be so kind could one explain to me as to how this has happened? I find it mind blowing that a company of such stature and of supreme quality that you could let things slip like this for Komplete 9 users on a simple matter of a serial number?


I trust this matter will be settled for me and the other Users out there suffering with a jumped up midi keyboard with zero software due to a huge roll out mistake by Native Instruments.


My I further suggest that as a matter of goodwill that I/we are compensated in a manner that see’s us realise that you have made a mistake and that we don’t jump ship and discontinue our loyal support.


For me Customer service is everything and I believe you have let this one slip.


I trust in good faith that I will hear from you soon personally.


Best Regards,

Mark

 

It has been reported several times, that email support is currently a nightmare, but that NI is very helpful, when contacted by phone. Have you tried?

 

@Aymara : Where did you find a phone number?

 

found the numbers at http://www.native-instruments.com/company/contact-ni/
Need to wait until Monday :sigh:

 

Yes, on THIS page you'll find the phone numbers for Germany, UK and USA.

There's also a German contact email address, which might come in handy to report to German headquarters, that US support sucks. I mention this, because I have the impression, that German support works far better, than in other countries ... though I'm not 100% sure.

 

same problem here. I own Komplete 8 & an upgrade to 9. neither serial works to authorise Komplete Kontrol. I have had this a week now and sent a support ticket in last wednesday and haven't heard a thing. absolute joke im stuck with a £500 midi controller with features I could have got foa 1/4 the price

 

That's because Komplete Kontrol has its own serial number, which NI emails you sometime after you register Komplete 9 or Komplete 10 in Service Center. It usually takes 1-2 days for this to happen.

You did the right thing submitting a support ticket if it's taken longer than that.

 

Please check my post here: http://www.native-instruments.com/forum/threads/how-to-activate.232442/#post-1346642

I'm pretty sure you have the serial already but just did not read the e-mail when it arrived months ago.

 

thanks guys, did check all my old emails and couldn't find anything. anyhow NI have just responded, maybe due to my post and have manually added the serial to my account so good work NI fixing that quickly via the forum

 

OH NO I'm having same issue! I got a komplete kontrol S49, Maschine Studio and Komplete Ultimate 9 for Xmas just got around to getting things set up on my studio desk and my Komplete 9 ultimate has no serial!? What am I supposed to do
that's over $2,000 usd almost worthless if I can't get it to work I'm really starting to panic and getting upset. I've looked everywhere in and on the box and the hard drive. I searched the internet for any thing that I may have missed and a lot of people have claimed to have the same issue. What do I do with the kontrol S49 and a hard drive full of software that's useless... I contacted my local guitaer center which it was purchased from and they told me there was nothing they could do to assist, poor customer service they barely wanted to listen to my problem I was really looking forward to getting started with all t NI hardware/software and now I feel so frustrated and cheated how can this be such a common problem on such an expensive software. Can anyone help! Please!

 

I think your problem is a bit different.

First let's clarify ... you bought the old Komplete 9 and that came without a serial for itself? Or did you install and register it and miss the serial for Kontrol? The later seems more likely and you never got the Kontrol serial by mail, because you bought K9 in December and NI informed K9 owners in September by mail.

No matter, which serial is missing, you should give US NI Support a phone call, explain your problem and they will very likely send you the missing serial by mail. The phone number can be found on the NI Support website.

Another option would be to go to GC and exchange K9 against K10, because K10 doesn't need an extra serial for Kontrol, only for itself. But this option is not available, if you already registered K9.