I'm really just typing this to get my frustrations off of my chest, but in the off chance anyone can offer any help or insight it would be appreciated.
Like many of you, I decided to take advantage of the recent 50% of sale held by Native Instruments. I placed an order for two items, entered in my credit card information, and got a message indicating the address I entered didn't match the results in their address verification system, and that the order had to be completed manually. I live in an apartment building, so this really isn't a surprise as formatting differences regarding the suite number are common. That was two days ago, at which time I was provided with a ticket number of XXXXXXXXXXX03135 for the problem.
Yesterday, after having not heard back from them at all, I phoned them during the business hours listed on their website. After waiting on hold for about 45 minutes I was met with a message that essentially stated they were really busy and to call back later, and then the call disconnected. At the time the call disconnected it was still during their business hours. I decided to fire them an e-mail explaining my situation, and I received an automated response indicating my e-mail had been assigned a ticket number of XXXXXXXXXXX14285.
Of course my primary concern is that I'll somehow lose the 50% discount by the time this issue is resolved, or that my issue will simply be forgotten. Having said that, it seems as though Native Instruments needs to work on their public relations a little as well. 1.
Given a difference of 11150 between the two ticket numbers I was assigned, approximately 24-hours apart, obviously Native Instruments is being bombarded with problems during the success of their 50% off sale. Perhaps it would have been in their best interest to hire a few additional staff, at least temporarily, to man the phones during this time so their permanent employees can focus on technical problems? 2.
The Native Instrument forums are down at the moment, but Google search results do suggest a few complaints regarding purchasing problems toward the beginning of this sale were raised there. Pulling the boards, or allowing them to go down, at a time like this really just adds more fuel to the fire. 3.
The total lack of a communication from Native Instruments acknowledging their large quantity of sale problems is a little troubling. An acknowledgment and assurance the issues are being worked on would go a long way, not to mention an ETA as well. 4.
Allowing me to wait on hold for 45 minutes and then forcibly disconnecting my call is really upsetting. I should have gotten the message to call back later at the beginning of my call, because now I just feel like I wasted time on hold for a figurative slap in the face. 5.
On an unrelated note: what's up with the download and physically mailed versions of products having the same cost? One would expect a (minor) discount for the former. I'm happy with a 50% discount, and really couldn't ask for more in terms of price, but it's just one of those things that strikes me as somewhat odd.
I'm pleased with the success of the Native Instruments sale, as it's great for the company, but their lack of public relations leaves a bitter taste in the mouth.
For those of you read my rant this far, I appreciate it. Here
is something for your troubles. According to rumours these guys are planning on having discounts and new products released on each day in December of this year, with some products, some of which will be free, will only be offered only once as a result.