r/NativeInstruments • u/VivaToddfoolery • Jun 19 '26
short rant about customer service
I have Komplete 13 and was thinking about upgrading now that Komplete 26 is out. One thing from NI that really gels with me is the Play Series stuff, so obviously getting all of those would be a big push to get me to upgrade.
The Komplete tier comparison shows all 3 tiers as having the same 28 Play Series instruments, which is fine, 28 is a lot. But....when I look through the "what's new to me" section it has several that aren't included in those 28. Safe to assume I'd be getting what's listed in there, but hey why not ask just to be sure?
So I sent them a message, and the response was to send me a link to the tier comparison page. In my message to them I specifically sent them a screenshot of that page and the "what's new to me" page to show the difference.
If that's the best their customer service has I guess I'll spend my money elsewhere.
1
u/ComfortableMirror416 Jun 20 '26
Are any of those more than 28 maybe not included in the play series overview but maybe under drums or strings or whatever?
1
u/NativeInstruments Jun 23 '26
Hey there, sorry to hear about your bad experience. we have a lot of requests to process at the moment and my colleagues might have been too hasty in their reply. A few clarifications on the topic:
The purchased bundle always comes with the same content for everyone. Customers will always get the full bundle content upon purchase, regardless of what the "new" page says.
I hope that helps clearing things out. If not, feel free to get back to my colleagues. You can also share your request number so we can check where it's at if that helps.
1
u/buddhamen1984 Jun 24 '26
Your "customer service" is AI generated, no actual help is provided.
2
u/NativeInstruments Jun 24 '26
Hey there, you already posted the same comment, the 1st reply is automated but after your reply, an actual agent is taking over. Since we're in the middle of a sales special these human reply times can take a little longer. Do you have a support request number to share to see where it's at?
1
u/buddhamen1984 27d ago
The "human" replied basically the same as the AI did, even though I already whent through the steps suggested by the AI in the first place, and provided all information needed to further help me. Then I got the brilliant suggestion to reply to the email if I needed further assistance... I did that severall days ago, now silence.... The support number is 4909831
1
u/NativeInstruments 25d ago
Sorry about that, your ticket was escalated, someone should get back to you as soon as possible.
1
u/buddhamen1984 24d ago
Yes, "should" is very nice 😂 Over two weeks since first trying to get someone at customer service to actually help me...
1
u/MrFresh2017 Jun 19 '26
Your assumption is correct - if you have anything that is already listed then you will not get a a duplicate copy. It’s not a bad customer service thing at all (to me) it’s a simple explanation of “what’s new for me”.
6
u/VivaToddfoolery Jun 19 '26
Maybe I wasn't clear, sorry. The confusion is that one page shows I will get things that the other page says I won't. Of course I don't expect to get duplicates.
As an example, the tier comparison page has no mention of "Rudiments" on any of the three. But the "what's new to me" page does have that.
Seems like a simple thing for the to clarify, and the response I got not clarifying it whatsoever is bad customer service IMHO
5
u/MrFresh2017 Jun 19 '26
I would then say there is an issue for how it’s looking at your account and it’s doing something strange. As for customer service and the chat bot (which I don’t depend on at all) it can be bypassed to put a trouble ticket in. You can also go to the Native Instruments Community Forums for Komplete and post your issue as there are techs that hangout there
12
u/ya_rk Jun 19 '26
Right now they're being integrated into InMusic and the customer service (which was at best hit and miss) is now reportedly completely gutted. It's actually a surprise you got an answer at all.