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Posted by3 years ago

Jun 16, 2016 - Hi there, I'm attempting to install the most recent (at time of posting) updates to Controller Editor and Reaktor Blocks, two separate products. Jun 4, 2016 - (Ultimate Kontrol 10), when I look their version's number they're never updated. Then if I open Service Center again it still tells me to download. Nov 5, 2014 - Service Center helps you to activate your products and keep them up to date.

Native Instruments Customer Support

Native Instruments software, free download

I’ve had an absolutely horrid experience with Native Instruments customer support, and I’d like to share my experience with the people of /r/edmproduction.

This all starts on June 30th, I had gotten a new computer, and began transferring all of my production assets. When it came time to install Komplete(9, ultimate), I would receive a message saying “Please run this installer from the original DVD.” This didn’t make much sense, as my version of Komplete came on a hard drive, not a set of DVDs. I even tried mounting the contents of the hard drive with Daemon Tools, but this changed nothing.

I searched the Native Instruments support base, finding this entry. This didn’t help much either, as in the Native Instruments account page, you are not given an installer for all of Komplete Ultimate. After this, my next step was to contact their customer support, via email. This is where things get complicated.

Native Instruments Service Center Download

I sent my first email on that same day, June 30, to explain my problem and hopefully get some help. I got my first response 9 days later, which was a very copy-paste feeling response telling me to update my computer. This was a brand new PC that was up-to-date on Windows update, but I tried it anyways. Unsurprisingly, it didn’t help. A couple days later, they responded again telling me to screencap the issue and send it to them. A week later, they tell me to delete the contents of my Native Instruments temp folders. The problem is, I don’t have Native Instruments temp folders, because as I explained originally, I cannot install my Native Instruments products.

Native Instruments Service Center Activation

They then told me to run a Native Instruments support tool, and to completely uninstall all Native Instruments products from my computer(again, I was never able to install them in the first place. They know that this is a new computer.) Over a week later, they tell me again to uninstall the products from my computer, and to change registry values related to my products. Again, I was never able to install the products in the first place.

Today, I called the Customer Support line, hoping for a more direct method of getting help with my issue(The whole email conversation lasted over a month, and fixed nothing.) After the 20 minute wait(even though I was said to be first in the queue), I was connected to a person. They had me explain the problem, and then asked for the ticket number for my support tickets, all normal stuff. Then he told me the last email should have fixed my problem, and sent me a longer version of that last email, but it’s the same content. I tried to explain again that there was nothing installed from Native Instruments on my computer. The person who was on the line with me said that I either had errors in my registry or that my “computer is stupid”. That doesn’t sound like a very professional customer support conversation. I told him that I would try the registry and deleting files again, and then he hung up on me. I called back, and after another 20 minute wait got connected to someone else. They tried to connect us to the same person we were with before, but during that wait to be transferred, other matters came up and I had to leave.

So overall, Native Instruments called my computer stupid and has failed to help me after over a month of conversation, and I just felt that the people of /r/edmproduction should know about this incredibly unprofessional, and simply unhelpful encounter that I’ve had.