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Business Profile

Computer Services

Native Instruments North America, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I cancelled my subscription on 11-4-2024 and was charged 6 months later on May, ******. I contacted the bank to dispute it but they said it was not a processing error. This was not authorized and I attached documentation that the subscription was cancelled in 2024.

  • Initial Complaint

    Date:12/29/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I've put in 5 support tickets with no response for over a week. Previously I posted on their forums about having been misled to purchase the wrong upgrade path to Komplete 15 and not getting any support on the subject. I still haven't received any support on it and so I decided to take matters into my own hands and just outright purchase Komplete 15 Standard. So now, thus far, I've purchased a used Maschine Micro Mk3 without a serial number after I was told I could get one from support, which I didn't get any response on. So then I figured I had to buy the Maschine software which I did and that luckily worked fine. Then I thought in order to use Komplete I had to buy the Komplete upgrade to use Komplete 15 standard, using my machine software as the base software for the upgrade and that didn't work. Then I thought had to buy Komplete select as the base software according to an article on their website, but that didn't work either. Now I've purchased Komplete 15 standard outright for over $300 and NONE of it works. Thanks to the complete lack of response support there is NOTHING I can apparently do. I registered my correct serial number and all of my Komplete products still say they are in demo mode. Nothing I can do. I've uninstalled and reinstalled, I've dealt with the *** files the way the native access troubleshooting **** said to do. Still no response from support. I've now spent over $600 in the past week with this company and cannot access my ************* of both transactions related to Komplete Update due to misleading website upgrade information: 2/22/24 Komplete Select and Komplete Update Date of purchase of Full Komplete 15 Standard for $320: 12/29/24 I don't even care about the serial number for the used maschine, I just want to be able to use the software I paid for (Komplete 15 standard) and get a refund for the software I was mislead into buying instead of what I should have bought in the first place.

  • Initial Complaint

    Date:12/18/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a Maschine MK3 on December the 8th. I have not Received the Item yet have been Charged and **************** is Non Existent. I have tried Live ************** and don't receive an answer. They don't even have a telephone number to contact them. I feel like I have been scammed. I opened a case with ****** so I could at least get a Refund soon.

  • Initial Complaint

    Date:11/17/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company does not provide any means of contacting employees for support other than a community forum. There is no customer support email or phone number, and they mention a chat agent which does not exist.I am asking for a refund for a product I purchased 3 days ago and there is no way to do this through their website and apparently no way to contact an employee of the company in order to do so.

  • Initial Complaint

    Date:11/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered hardware. The package was delivered to the wrong address. My attempts through ***** to locate the package have come to a dead end. My attempts to reach the company through a phone number (was not an active phone number) and through support have been futile. There is not support at the company.

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased an update for the software purchased from the company itself and have been a customer for years. The company doesnt respond. You cant send them emails about your concern. And the software bundles doesnt work as it supposed to. They didnt send release notes of what models they were no longer servicing for which mine is an IMac 21.5 late 2015 otherwise I would never have purchased

  • Initial Complaint

    Date:10/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am unable to obtain tech support from Native Instruments.Native Access is unable to carry out downloads. My OS is Windows 11. My *** is configured to bypass the *** when connecting to native-instruments.com.Please see the attached screenshot. In row 3, column 5, you will see Evolution Flatwound Bass. Its status is Queued.

  • Initial Complaint

    Date:07/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    First, they havent non-operative telephone number and havent corrected us. It rings once and then goes dead even on their invoice. It has this false number.Secondly, they take forever to give you any support their links for support. Dont really bring you to support they bring you to Disguise pages that try to hide where the actual support to get a hold of Somebody When you finally do get a hold of somebody, they dont answer the question. *** asked presales questions for over a week. *** asked for support questions for three days. Still dont have an answer.I paid for an upgrade on native instruments for their contact seven standalone product so that I could use Bluegrass fiddleand Ive shown them proofs with screenshots or system doesnt allow for enough serial numbers to be put in. They say if you upgraded Will and then it still doesnt theres nobody contact anybody to resolve anything anybody gets back to you the link to the support pages that are supposed to be support but dont support you.

  • Initial Complaint

    Date:06/20/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:06/06/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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.

Native Instruments North America, Inc. is NOT a BBB Accredited Business.

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