ComplaintsforNative Instruments North America, Inc.
Computer Services
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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I paid for multiple products (sample libraries and bundles, specifically Komplete 14, Glaze 2 and others). Where normally, these products would update accordingly on the download software (Native Access) and update accordingly, these products have not populated nor is Kontakt 7, the primary software, behaving normally. I consulted the *** page and troubleshooted various methods, including a reboot of the computer and software, but still the same behavior. I contacted their support and was immediately escalated to a "higher" level support member but have not received any assistance. Today is the day before Juneteenth which means I am losing close to 36 hours of work time because of this. My supporting documents include invoices of the products I have purchased and still do not have access to.Initial Complaint
06/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Native Instruments has locked my Izotope account due to "suspicious activity". There is nothing suspicious about the login from the email received, it is the same residence and ISP I've been using on the account for the last 2.5 years. The link provided that claims it will unlock the account does not work. I am not even able to sign in to create a support ticket.I am requesting that my Izotope account be immediately unlocked as this is preventing me from working and is absolutely ridiculous that it even happened in the first place.Initial Complaint
01/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a midi keyboard A49 on the Native Instrument Website on Dec 15 (order number *******.) And after I placed the order they informed me that the product was out of stock. I waited a few days but no updates from Native Instrument, so I emailed them to cancel my order on Dec. 19 because it was for a Christmas gift I couldnt wait them any longer. However, they ignored my cancellation request and shipped the product on Dec. 20. But Ive already purchased the product from *************** as soon as I submit the cancellation request. The problem now is the Native Instrument refused to take the responsibility for return shipping cost. They insisted I have to pay for whatever the shipping will cost. Their customer service takes forever to reply one email which is very unprofessional. I was extremely frustrated about how they treat their customers and musicians. I believe they have to be responsible for my return shipping fee, not me.Initial Complaint
01/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought software from native instruments because their website said that I could upgrade for a crossgrade kontakt 7 bundle But this software was included with the software I purchased from Sweetwater so I was trying to contact them about the situation but I didnt get any response from them just incoherent emails so I would like to resolve this issue with them at least get a credit or exchange.Initial Complaint
09/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Okay just for reference I want everyone reading to know I own approximately $1k worth of Native Instruments equipment, previously owned a shared copy of Komplete 13 on a separate account (worth $500 at the time of purchase through a bundle with my MK3), and now own an additional $600 worth of their plugins as I begrudgingly purchased Komplete 14 since I no longer have access to that account with Komplete 13 (which I purchased as a result of this).Anyhow, be it that I lost access to that account a friend and I were sharing our mutual copy of Komplete 13 on; I bought a sealed copy of a Komplete 12 upgrade. My intentions were to upgrade my current version of Komplete (Komplete Select) to Komplete 12, and then upgrade that later since it was a bit cheaper. Given the circumstances listed above; I feel like Ive given this company enough of my money, and considering Im a relatively poor musician I was just looking to save a few bucks Or so I thought. As when I went to enter the serial code; I was met with the error code missing base software... Odd considering I have what they consider the trial version of their plugin software, and all editions from Komplete **** have significantly more content and should be considered upgrades.So I contacted their support and the support member **** was so uninterested with solving my problem and addressing what I said; they just gave me a ridiculous robotic response that equated to spend more money via getting Komplete 14 for $600 or get a license transfer of Komplete 12 for $800 (which makes no sense as it has less content than Komplete 14). I stomached what they said for what it was, but considering everything I listed above; it was a bit bewildering to be met with barely a formality, along with not even addressing the fact I had purchased a genuine license for Komplete 12 already.I dont know what I expect out of posting this review, but I hope it serves as a record of how much the company values their customers.Initial Complaint
09/06/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I purchased products from native instruments called Kontakt and Komplete Kontrol. There is a virtual instrument that I am unable to use properly. I contacted support and have been talking to them for several months usually with very long waits in between responses. I have tried every suggestion I have given to no avail. I have requested to talk to a supervisor or someone higher up and they will not allow me to speak to anyone with more knowledge about this instrument.Initial Complaint
08/15/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Company made unauthorized purchases on account and complete refund not fulfilled. **************** is Strictly through emails and problem has ensued for almost 2 months now.Purchased a package deal of S88 Keyboard and Software (1,595.90).Keyboard did not fit desk. Too large. ( my mistake ).Asked for return information for just keyboard so I could purchase a smaller S61 Keyboard. No response for about 9 days.During those 9 days they charged my Native Instruments profile $599.99 without my approval.Send another email stating that and would like that removed as it was technically fraud.Disappeared without explanation.Spent $183 on shipping return which is fine as it is stated in their terms. sent July 7th. arrived @ their location July 13th no response for days ( all through emails mind you ) so I called my bank to dispute the case for the total of the keyboard + Tax return ($963.22)Finally received a partial payment ($763.22) on July 24th.Sent ANOTHER email, stating that it is the wrong amount.Finally they say they cannot return $200 because the open dispute case.I will not drop the case until the $200 is refunded as they had no problem sending the partial payment during the dispute.Now they're stating that they will accepted the dispute and return the full amount for software and keyboard, which will cancel my serial codes till I repurchase. * definitely from a third party*. This will cause substantial problem solving on the technical side, but at this point so be it.Overall, thank you for time and reading through this fiasco. Honestly if this company would just return the $200 owed, all would be set. Thank you for your time, service, and consideration.- *******************Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have recently bought the maschine mk3 and downloaded the native access to install everything that needs to be installed and now its stuck installing kontakt factory selection 2 and now I cant even use my maschine because cuz it wont let me install it because its stuck trying to install kontakt factory 2 and wont let me do anything else I need help desperately I didnt spend all this money for things not to work.Initial Complaint
07/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Attempted to contact support 5 times and ended up with stupid idiotic responses from a worthless zendesk drone. Wanted me to answer stupid questions that were ALREADY answered in questionnaire BEFORE you could even ask question, yet refused to read and understand. The exact problem can be seen here (easier seeing then explaining) ******************************************* But if you want a long explanation.... 1. I have 4.5 million songs in my digital collection, file explorer is faster.2. Anything you click outside of traktor and drop song and try to adjust mixer slider volume, they always go full volume. 3. This is duplicatable every time.I have reported this since day one of traktor 3, but was unable to duplicate.... NOW I have and video explains and shows this, and zendesk drone keeps asking about controllers.... which was already answered. I need an answer to this if not I want a refund as software is defective and buggy!Zendesk doesn't give one f about anyone's software, nor do they know anything about coding issues with software. I am extremely disappointed.CONTACT BY EMAIL ONLY, PHONE NUMBER IS BOGUS!!!!!!!!!!!Initial Complaint
06/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
So I reached out to native instruments support and emaild them about a refund exchange like 4 days ago Ive called evry non working number that they have listed in *** and no responce I got in touch with one of ******* on instagram aske me to provide my case number so they can escalate and did never got back to and ignored me the entire day and that is hard to me that a respected company like native instruments has such a poor communication with there Costomer and dont value there Costomer when being ignored for days when I spent ****** on the product and just have been trown under the table especially someone like me in the autism spectrum with asburgers and have caused nothing but stress they are a Ausome plugin company but there Costomer Servise is very poor and no compassion for being a human and being ignored becuse there on there summer sales so they put sales befor Costomer understanding service thats all they have a lot to grow
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Customer Complaints Summary
26 total complaints in the last 3 years.
8 complaints closed in the last 12 months.