What's up with North American distribution?

I have been getting the run around from the NI office in California for almost a month since I paid for Kontakt 4. I have yet to get a straight answer delivery date. This is just bad business...and without a doubt, the worst service I have ever encountered from NI in years.

Seriously, how much effort does it take to send a bunch of CD's from Germany to the US? Or presenting the US office with a firm delivery date to inform customers?

Get it together please.

 

This coming Monday (2nd Nov) will make it 3 weeks since I paid for K4, and I still haven't seen it.

I'm in Australia FWIW, so I don't think the problem is localised to North America.
It seems pretty endemic to NI as a whole.

 

It's even worse in Canada. Three weeks after the October 1st Komplete availability - the Canadian distributor didn't have any product and wasn't able to provide timing.

I ended up ordering from the US and received the box the following day (and cheaper than it would have been in Canada). It must be very frustrating for Canadian retailers (especially brick-and-mortar) to watch customers spend their dollars out of country.

KEv

 

Same deal her. I ordered Kontakt 4 on Oct. 6 paying $15 for 2nd Day Air and I still haven't received it. I've sent 4 support requests over the last 3 and a half weeks and haven't gotten a single response. The two times I've called I've been given dates when I could expect it, both of which have come and gone. At one point I received an email letting me know that it had been shipped, but was later informed (on one of those phone calls) that it was a mistake.

I love NI's products, but this is the worst customer service I've ever encountered.

 

The problem is that a new order system was put in a while ago, and they've got a lot of backlog because of the transition.

@ benjaminfrog- could you PM me one of your support ticket numbers?

Sorry about the hassle,
ew

 

Well that's a pretty appalling way to do business, if you ask me.

If you know that you are going to be transitioning to a new a system, you make contingency plans. You don't tell your customers to basically "suck it up while we sort ourselves out."

But then again this is NI, and their large customer base and industry-standard sampling platform means that they aren't really going to lose too many customers over it. [/RANT]

 

Hello americans friends, same problem in Europe, and particular in France ...
Im wainting since the 8 october my komplete 6 update (order in a official parisian resellers)
N.i what's up ? I've never seen this problem in 4 years.
Best. M

 

I should feel lucky that I got my K4 in USA in about a week, about a month ago or so. Haven't installed it yet, waiting for new x64 DAW to arrive next week.

Jim

 

UK Delay -- not impressed

I ordered Kontakt at the start of February, was told I'd have it in two weeks. That was five weeks ago.

As others have said, it's not the delay, it's the imperious silence. Ignoring customers, offering no explanation. You'd have to be pretty confident you've got a monopoly on the market to treat paying customers that way.

Not impressed at all.

 

Ordered Scarbee pre Bass on Feb. 18th, was told I would have it in 8 days, it has been 19 days and I haven't heard a word. As an earlier poster stated, the silence and lack of communication is very unforgiving. I have 3 projects on hold waiting for this software, costing me time and money. Very bad business.

 

I recieved my Scarbee Bass yesterday, March 19. The supplied tracking number never worked though.

 

Glad to hear you finally got it Milt.

 

Thanks, Ben!