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Business Profile

Computer Services

Native Instruments North America, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

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:10/29/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Your Reference No. ************ 11:24 AM
    Your Reference No. ************ 9:04 AM
    I purchased********** at 9:04 AM this morning and ALL Day it hasn't
    t work. I also purchased "***********" which also doesn't load and/or work.
    I want my money refunded.

    Business Response

    Date: 11/01/2022

    Business Response /* (1000, 5, 2022/11/01) */
    Customer contacted us about installation issues and trouble finding his serial. We responded with this info already and we have not heard from them again. If they are still having issues they will need to respond back to their ticket we responded to.


    Consumer Response /* (3000, 7, 2022/11/02) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    ********* does not load. It says ERROR ******* COULD NOT BE LOADED. In addition there's NO ACTION ********. And also there's NO "***********". I've checked*****************. I've checked ******** 2. I've checked ******* and ******* 5. I paid for ******* 7, **************** and ***********. And NONE are there. No I don't accept their response. I've downloaded their products in the past and i've always had trouble or problems with business protocols.
    Every time that I try to send You *** images they don't go thru.
    I tried again, see below.
    ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************


    Consumer Response /* (-5, 8, 2022/11/04) */
    As I stated yesterday, these products STILL Do NOT work!
    After HOURS of reinstalling over and over and over and over again and again and again.
    This is what's going on.
    ******* 7 does not open up after download and installation.
    There is no **************** at ALL.
    There is no*************
    And there is no *************.
    Nathanial claims that this matter is deemed solve. Not until I either receive a reimbursement or the products begin to work as advertised.
    I tried calling them at both numbers ***************************** 12-4pm Pacific Standard time to no avail.
    There was a time when they had tech support and they would help You, but now they tell the consumers to 'kiss their *****'.
    Thank you,
    ***


    Business Response /* (4000, 10, 2022/11/04) */
    Hello,

    I see you have ticket ******* open and our agent is actively responding to you trying to help you fix your issue. The last reply we sent you was today. Please respond back to that ticket and they can further help you.

  • Initial Complaint

    Date:09/06/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 bought a product by mistake and Native Instruments give us a option to chat with them but it always say that all the people are offload ne. I call the phone number, the automatic voice said to hang up and call ************. Nobody say anything, its just a weird noise and you lose the call. It's easy to buy, but it's hard to solve a problem. I filled up a form, they sent me emails say that they will be in touch and I still waiting. When you guys will give me the refund? If I just have 14 days to get it, but nobody answer my calls!

    Business Response

    Date: 09/14/2022

    Business Response /* (1000, 5, 2022/09/08) */
    Hello,

    Sorry you had trouble reaching our chat line. We are open 1pm - 4pm Pacific time Monday Through Friday except on Holidays (like Labor Day). We also may close for other cases such as a team training event we had last friday. This is why you may have had trouble reaching us. We do not offer phone support any longer.

    I do see one of our agents already replied to you and issued you a refund. If you have any further questions please respond back to that ticket and we can get you sorted.


    Consumer Response /* (2000, 7, 2022/09/09) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    The Native Instruments answered me right after my complaint here. I got the refund but I still considering that you guys could have someone to talk with the costumers by phone.
    It's just an idea and I really hope that you guys thinking about it.

    Thanks BBB for your help on this case.
    Regards.

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

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