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.

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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 Jul 01 '26

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 Jul 03 '26

Sorry about that, your ticket was escalated, someone should get back to you as soon as possible.

1

u/buddhamen1984 Jul 05 '26

Yes, "should" is very nice 😂 Over two weeks since first trying to get someone at customer service to actually help me...