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Problem getting order filled and reaching customer support.

Discussion in 'NI Website and Forums' started by mindstream, Sep 17, 2007.

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  1. mindstream

    mindstream NI Product Owner

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    I placed an order on Aug. 31 for the Komplete 4 upgrade and was charged the same day. I received an email also Aug. 31 stating that the item was shipped and I would receive it in 6 business days. To this date, I have not received the upgrade discs. I have written twice (on 9/11 and 9/14) to customer support (using the URL below provided with my order) asking for a tracking number and/or the status of my order, but received no response. I have called the USA office sales department approximately a dozen times over the last week at different times throughout the day, but always obtained the message that they are busy with another customer and I should call back later.

    To say the least, I am frustrated. I do not know how to sucessfully get in contact with them. I was charged for the item but I have no idea if/when I will receive it. Does anyone know a way to actually contact them? I would prefer not to make an international call.

    http://www.native-instruments.de/index.php?id=salesuppfrm_en&order_id=6629865
     
    mindstream, Sep 17, 2007
    #1
  2. mindstream

    mindstream NI Product Owner

    Messages:
    6
    After posting in this forum, I finally received my tracking number. It turns out that the email saying my item was shipped the same day I ordered was in error. Instead, it was shipped two weeks later. Thanks, NI.

    Anyway, I now have the item, but for those who have deadlines I recommend ordering as early as possible.
     
    mindstream, Sep 21, 2007
    #2
  3. Chester Desmond

    Chester Desmond NI Product Owner

    Messages:
    6
    lucky guy.. I had to ask after 2 weeks about the status of my order and was told they were out of stock on Kontakt 2, but I was welcome to upgrade to Kontakt 3 (uh....yeah let me get right on that)
    One would almost think they would have some sort of inventory system in place. Although I guess the bottom line looked great after the Summer Bundle sales figures were in; enough to grab some investors (but not new customers).
    To add insult to injury, the refund to my credit card took just long enough for the Canadian dollar to be at almost par with USD. So end result is that I lost nearly $15 to NOT buy Kontakt 2. Thank god I didn't pony up for Komplete.
     
    Chester Desmond, Sep 25, 2007
    #3
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