Wednesday, September 1, 2010

Native Instruments, Komplete 7 and lousy customer service

Stand back, I'm going to go ballistic.
Just a few short months ago I spent over $600 hard earned Canadian Dollars on what I thought to be was cutting edge in a sampled technology collection called Komplete 6 by Native Instruments.
Native Instruments is German based company that sells musical instrument digital software and programs to a largely independent music and production type producer clientele. Their marketing is very good and for the most part so are their products. Where they fall down is in their customer support.

As I mentioned, I recently purchased their top of line collection of production software called Komplete 6. Which consists of 6 or their most usable programs including over 90 gigs of sampled sounds and instruments.
It's a huge package and takes about a half day to fully install and then the other half of the day to download the updates and test the various software. It's also very expensive, over $600 canuck bucks and that's on sale.

Here's where I spurt.
I haven't had even time to do but one test recording using samples from Komplete 6 (see June posting) and BAM!
Native Instruments releases Komplete 7.
It's got all sorts of new sound packs and software for Drums and Vintage Organs, and, and and etc. These additions are all stuff that I crave and had considered possibly purchasing sometime in the distant future. There was absolutely no indication from Native Instruments that Komplete 7 was going to be released and they aren't offering recent purchasers of Komplete 6 any kind of (as they all it) grace period for free updates to new software. So even if had bought it the day before the release of Komplete 7 or even the day after, that's just to freekin' bad for me

I complained to Native Instruments that I had only a short time before purchased Komplete 6 and that had I known of the impending release of Komplete 7, I would have waited and purchased Komplete 7 instead.
I mentioned that I was feeling kind of ripped off and that I hoped they would at least free of charge extend the new sound packs to recent purchasers of Komplete 6.
I also cited by way of example when I had also recently purchased the older version of Pro Tools, Digidesign the company that owns ProTools, offered free updates to all recent (6 months) purchasers of Pro Tools. This seems like fair, decent and well thought out smart business decision to me.

This was Native Instruments' response.

We are unfortunately not offering grace period updates or a discount other then the standard update to Komplete 7. Komplete 7 did not invalidate or replace any of the instruments from Komplete 6 this time, rather we added more sample content that was previously available just as soundpacks."

In other words: 
'Yeah we've added a bunch of new sounds and stuff that you want. But we have your money and if you want this new shit you're just going to have to pay for it'. 'SSSUCKAAA!!!'.

Not a very wise business decision in my humble opinion.
Will I be buying any more Native Instruments products?
Not likely. There are plenty of other digital music software providers out there that will work just fine with my DAW softwares and I'm sure they're hungry to have my business.

So I say, FUCK YOU TOO to Native Instruments and Haste La Vista Baby.

What do you think? Am I fucked in the head or totally righteous in my attitude?
Leave me comment and let me know

1 comment:

Anonymous said...

You are totally righteous dude. NI needs to support customers better.
Iwas going to look at the NI stuff for the DAW I putting together but now propellor heads is looking much better.
Thanks for the heads up.
Keep up the postings I really like your blog.