"Order Created" then nothing...

Seems like a few other people have had this issue. Spent $$ to up grade to Kontakt 6... order created... then nothing, no confirmation, no serial # and nothing avail in Native Access. And no reply to support ticket.

What's going on at NI??

 

This should not happen, normally you get the mails right after you buy something as far as I can tell. Maybe you have to wait until monday for an answer cause it's weekend here in germany. And i guess if you received one mail the others wouldn't go into the spam folder.


Uwe

 

It’s not uncommon for email details to have a lag or delay from NI, but the actual purchase can be available.
As you’ve already checked Native Access….perhaps checking the Kontakt app itself may show the update…??

However,there may be a problem with payment, checking your method should confirm this, but may indicate that the bottleneck is with the NI system.

Unfortunately,the weekend period can sometimes hinder these problems and all that can be done is to wait.
We all prefer a 24/7 service of course, but it doesn’t always work that way.

I realise this post won't be much use to you.....I do hope you get things sorted soon.

Best Wishes.

 

Yeah, nothing in spam, nothing in the app, charge went through (I get alerts on my card), and no reply from a support ticket sent on Wed or Thursday.

 

This is not good news and indicates something is seriously wrong,somewhere.
It may be worth checking your account.
My Orders,Downloads and Serial Numbers section in particular.....just incase.

Best Wishes.

 

I can mark Matt @ NI and maybe he can tomorrow give it to the right department or whatever.
They will sort it out for sure.

Uwe

 

I'm here but please check with our order team directly, they will have access to order history and be able to help: https://bit.ly/n1orders

 

Thanks Matt. I wouldn't have posted here if I had received a reply from my support ticket (submitted on 1/5) but I've gotten nothing back.

 

Dude same thing here. Everytime I place an order, its created, then nothing. Its not on your end. Its NI. Im so pissed. This is the 3rd time ive spent $100 bucks to use something right then annd then I WAIT 48 HOURS

 

2nd support ticket submitted.. still nothing.

 

Can you two send me your ticket number via PM?
I'll escalate ASAP

 

Update: when I went in to look to see if there were any ticket #s generated by the support wizard (it would just ask to rate the wizard and then say thank you, with no email confirmation) I noticed that chat support was available-- which it had not been every other time . I chatted with Rafael and was told there was an error that needed to be fixed by accounting and I'd get the download within 5hrs. Hopefully that comes through.

Nonetheless it's taken almost a week to get the order, which in my industry (music for media), is an unacceptable level of downtime. I hope that NI works to improve support for customers.

 

Surprised this couldn't be sorted on the spot. You are totally right, this is really unacceptable and I sincerely hope they'll get this kind of issues sorted.