Native Instruments UK Phone Numbers or Direct Email Addresses?

[darkandrew]

Recently I decided to update my copy of NI Komplete 6 to the latest version (Komplete 9) and so bought the update product from GAK. After 3-4 hours of installing the DVDs I finally got to the online authorisation procedure, entered the serial number that was enclosed in the box and ... sorry this serial number is invalid (or words to that effect). So I email NI using their online help expecting them to say something like "sorry, our mistake we'll sort it for you" but instead I get a reply saying that I have bought a cross grade product and the serial number isn't valid unless I give them some more money to buy another product from them, despite a big sticker on the box saying "Update for all previous versions of Komplete". Anyway, I decided to give them the benefit of the doubt and assumed they had misunderstood my original email (as they are in Germany) and replied back telling them that I had not bought the wrong product, please sort it out but I have not received a reply to this and I'm not sure that I will as their first email was extremely dismissive and for all intents and purposes was them washing their hands of the problem. So I think it's now time to take it up a bit but I cannot find any UK contact numbers or direct email addresses for them online and am hoping that someone here can help on that score.

Edited July 15, 2013 by darkandrew

[Phil Adams]

Have you spoken to GAK?

[KiOgon]

Go back to GAK

[Twigman]

IME NI customer service sucks.

Good luck

[lowdown]

Are you going from Komplete 6 to Komplete 9 [Upgrade] ?
Or Komplete 6 to Komplete 9 [b]Ultimate [/b][Crossgrade] ?
There is a [big] difference in price.

Possible that GAK have got it wrong [give them a call]
To be honest, the guys over at NI are pretty good to deal with on the phone.
[url="http://www.native-instruments.com/en/company/contact-ni/"]http://www.native-in...any/contact-ni/[/url]


Absolute Music price for Komplete xxx to Komplete 9 [b]Ultimate [/b]gives you an idea.
[url="http://www.absolutemusic.co.uk/catalog/product/view/id/29233?source=googleshopping&gclid=CKLVm8nZs7gCFTMRtAodWEYAFQ"]http://www.absolutem...CFTMRtAodWEYAFQ[/url]




Garry

Edited July 16, 2013 by lowdown

[darkandrew]

Thanks for the advice so far.

[color=#282828][font=helvetica, arial, sans-serif]"Are you going from Komplete 6 to Komplete 9 [Upgrade] ? [/font][/color][color=#282828][font=helvetica, arial, sans-serif]Or Komplete 6 to Komplete 9 [/font][/color][b]Ultimate [/b][color=#282828][font=helvetica, arial, sans-serif][Crossgrade] ?" - I'm going from Komplete 6 to Komplete 9 (standard, not Ultimate), which should make it an upgrade.[/font][/color]

[color=#282828][font=helvetica, arial, sans-serif]"To be honest, the guys over at NI are pretty good to deal with on the phone. [/font][/color][url="http://www.native-instruments.com/en/company/contact-ni/"]http://www.native-in...any/contact-ni/[/url]" - Unfortunately they don't appear to have a UK telephone support number and are only open for pretty much the same hours that I'm at work, and I don't think my work will be too impressed with me making phone calls to Germany.

"[color=#282828][font=helvetica, arial, sans-serif]Have you spoken to GAK?" / "[/font][/color][color=#282828][font=helvetica, arial, sans-serif]Go back to GAK" - I have contacted GAK and they in turn gave me a contact email for NI's distributors in the UK (2-Twenty-2) but they have so far failed to respond to my email so I have now emailed GAK back saying that as I see it, NI are not interested in helping and NI's UK distributors have not replied so please can they sort it out. I've only just sent that email and will hopefully hear back from them in the next day or two.[/font][/color]

[color=#282828][font=helvetica, arial, sans-serif]In many years of using music software, I've never had any real problems so this is all quite new to me and a bit of an eye opener. Anyway, fingers crossed that GAK sort it all out.[/font][/color]

Edited July 16, 2013 by darkandrew