NI Sale u-he server slowdown

[ralfrobert]

Still not heard anything. Not really impressed with NI's customer service tbh

Have you looked into your NI account? Perhaps it is just an email problem. The codes are deposited right after purchasing. If you have already registered the code from NI, however, it is a U-He support thing.

[ghostwhistler]

Nope, shouldn't take hours. Contact our support guys?

What do you suggest I do? I have submitted an issue with you guys as well as NI, and no response.

[Urs]

I'm not sure we can do much if you haven't received any code to redeem yet. Some of us go online every few hours through the weekend, I'm not sure what it looks like on the other side of town where NI reside.

[ghostwhistler]

I'm not sure we can do much if you haven't received any code to redeem yet. Some of us go online every few hours through the weekend, I'm not sure what it looks like on the other side of town where NI reside.

This seems ridiculous, having to wait until someone at NI physically processes the order. I'm guessing that will be Monday.

[mayberry]

Dear Urs,

I am another customer with the same problem. I purchased Repro on the NI website. They took my money amd never sent me the license. Its been 48hrs.

This is ridiculous.

What do you recommand??

[neuromod]

I have a stupid question but you guys have tried going to the "My Products, Serials & Downloads" page on your NI account to see if the serials appear there?

[ghostwhistler]

Dear Urs,

I am another customer with the same problem. I purchased Repro on the NI website. They took my money amd never sent me the license. Its been 48hrs.

This is ridiculous.

What do you recommand??

What seems to be happening is that the order, unlike many digital products, requires manual processing from the vendor. They aren't open at weekends.

[ghostwhistler]

I have a stupid question but you guys have tried going to the "My Products, Serials & Downloads" page on your NI account to see if the serials appear there?

I tried that, they don't. The order needs to be processed (I'm guessing) which won't happen until they came back into the office, presumably tomorrow.

[ralfrobert]

This problem seems to be quite new. I purchased Repro on January 1st which is a public holiday in Germany. It is one of the days when nobody is at work unless they have to. I got my voucher from NI immediately and was able to use the unlocked product within an hour or so.

Urs, I think it is time to call your "emergency contact" at NI and tell them something is wrong. (I am sure you have such a contact. If not, it might be a good idea to define one for the next sale.)

[ghostwhistler]

This problem seems to be quite new. I purchased Repro on January 1st which is a public holiday in Germany. It is one of the days when nobody is at work unless they have to. I got my voucher from NI immediately and was able to use the unlocked product within an hour or so.

Urs, I think it is time to call your "emergency contact" at NI and tell them something is wrong. (I am sure you have such a contact. If not, it might be a good idea to define one for the next sale.)

I don't have another explanation. Clearly NI are not responding for whatever reason. But having taken payments they need to honour that and provide the codes.

[Urs]

We're trying to reach them.

[vitaminx]

Is this NI offer only for Mac and Windows, or does it work with Linux too?
(I don't care about the NKS features)

[zvenx]

It is afaik a regular version and a regular license, so I can't imagine it would prevent you from using it on Linux (with the assumption that u-he has a build in linux for all the products in the sale).
rsp

[ghostwhistler]

We're trying to reach them.

Appreciated.

[Matt_NI]

This problem seems to be quite new. I purchased Repro on January 1st which is a public holiday in Germany. It is one of the days when nobody is at work unless they have to. I got my voucher from NI immediately and was able to use the unlocked product within an hour or so.

Urs, I think it is time to call your "emergency contact" at NI and tell them something is wrong. (I am sure you have such a contact. If not, it might be a good idea to define one for the next sale.)

I don't have another explanation. Clearly NI are not responding for whatever reason. But having taken payments they need to honour that and provide the codes.

Hey!

Matt here from Native Instruments.

I'm sorry to hear you're having some issues with your order. Unfortunately, our support teams are not available on the weekend and public holidays made it so everyone was out of the office since Thursday.

I've had a quick look and it doesn't seem like we have reports coming in with server issues. I'm not able to fully test everything this Sunday but I can definitely start by having a look at your account or order history.

Please send me a quick PM with your email and I'll check right away