Worse service ever
Worse service ever. Products dont work. Customers service is terrible,
Leon Roberts
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Customer Reviews
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This company has had a lot of custom…
This company has had a lot of custom from me over the years. However, when you need their support they are useless.Their help bot sends your round in pointless circles and wont put you through to a person or create a ticket. I have to find the submit a ticket link on reddit. When you do get a person, they are as bad as the bot. They copy and paste information that is in their help section, regardless of the fact that you have seen that and explained your unsolved issue in detail. They don't acknowledge any part of your message, or technicla issue, just repeatedly paste response and unrelayed response. I suspect the response is AI generated.Absolutely pathetic service 🙄 I won't be buying anymore from them.
Lee P
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I paid for nothing.
Tried to purchase a $40 sound package as a gift. Was unable to share this with the person I wanted to give it to due to an overly complicated process and very slow customer service. I kindly explained and requested a refund as I had to come up with an alternate gift - the holiday passed. Was denied the refund due to rigid adherence to their policies, when obviously I will not use the product and have not or will not downloaded anything. $40 for nothing, in this economy, is rough. Do not recommend.
Kelly DeSousa
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Customer support is good
Customer support is good. I was initially let down by not being able to access an older version of Komplete. I do wish they were faster in response, but they definitely resolved my issue.
Tim Chard
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Native only cares about money
Extremely disappointing experience. In my opinion, this company is not interested in delivering real customer value — only in extracting money through rigid subscription models.My subscription renewed automatically for €250 despite zero usage for an entire year — something they can easily verify in their own system. What makes this worse is that no clear renewal reminder was sent beforehand. The renewal feels intentionally sneaky, as if the goal is to let subscriptions roll over quietly. That approach simply does not fit with modern, transparent customer practices.I contacted support immediately, explained the situation honestly, and requested a simple goodwill refund.Instead of showing any flexibility or customer care, they hid behind legal terms and shut down the conversation completely. No dialogue, no understanding — just “policy” and a closed ticket. That tells you everything you need to know about their priorities.Yes, they may be legally right — but there is a big difference between being legally correct and treating customers fairly. Good companies build long-term relationships; this felt purely transactional.Never Native Again
Veni
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Excellent support.
Excellent support.Customer service acknowledged my request and acted very promptly to resolve the matter.
David Kelly
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You Rock Kate!
Kate at NI provided me exactly what I need from NI and quickly!
William Vick
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Thank you!!!
I am incredibly grateful to the Native Instruments team for their fast and professional support!They resolved the Absynth 6 demo issue unbelievably quickly, and they even replied over the weekend, which made this an outstanding experience for me.After this experience, I can confidently upgrade from Komplete 15 Standard to Collector’s Edition, knowing that I can truly rely on the support team in every situation.Once again, thank you very much to the NI team!Tamás Koltai
Tamás Koltai
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I bought the Komplete 15 standard…
I bought the Komplete 15 standard upgrade but couldn't see it in the Native Access. The NI solved my problem in few days. No complication, no stres. Thank you very much!
Dejan Brilj
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No Access to NI VSTs
I have a number NI Products, bought and paid for with my hard earned. I decided to rebuild my Mac with a clean version of same OS. As i worked my way through reinstalling Plugins, i installed Native Access ( annoying in its self, slipping in to your start up items ) and proceeded to install only to realize that only stand alone versions were installing, not VSTs. No VST could be found. Who wants stand alone!! I reach out with a number of support requests getting disjointed responses each time, was told to install Plugin Alliance Install Mgmr ( news to me ) anyway nothing of mine in there. I was told Absynth 5 was incompatible with Mac OS 15 ( but its been running just fine for past few years and the stand alone version runs on this clean build ) and so as its stand i've asked about 8 times where i can download the VST , the thing ive paid for and no one has told me where.
Lee Scanlan
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I am extremely pleased with the tehnical support they offer
I am extremely pleased with the technical support they offer!The response time was excellent.Now that I recently discovered Traktor, I am very excited about all the features it offers and especially the controllers it has built in, which I regret not having discovered sooner. I was a Serato user, but Traktor works to my taste and intuition.
calin duca
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This company is terrible
This company is terrible. One of the worst software developers I have ever experiences. I am developer myself and have to say - their software is super ancient, counterintuitive and ugly. But this is nothing comparing to their terrible customer support.Somehow they managed to keep almost monopoly on VST libraries and keep doing the same shitty job, simply because customers already purchased to many sound libraries from NI. They Offer single sound libraries and they offer Packs (or combo's). I bought the single LIB for $160, then few months later I bought a KOMPLETE package and end up with two copies of the same LIB. Asked NI for a discount OR refund for one of the 2 licenses and they refused.They do not care for customer, do not care for quality (Komplete Kontrol is full of bugs) and I wish this company is replaced by some other more reliable brand. Bottom line is - stay away from NI as much as you can. I do not buy their products anymore.
Arthur K
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A huge thank you to Julia and the team…
A huge thank you to Julia and the Native Instruments team for fixing my login problems and getting back the Studio Drummer program. Everything is working really well now. Thank you so much again. A++++++++++++++++++++++++++
Neil
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Customer support
I experienced an issue related to a purchase made on the Native Instruments website. I was quickly assisted by their customer support team via email.They handled the situation efficiently, resolved the issue, and accommodated me for the inconvenience. This experience gave me a strong sense of trust in the company.I am very satisfied with the service I received and would like to highlight the professionalism and quality of Native Instruments’ customer support team.
H Ben
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Bad service, broken product. So bad I feel scammed
I bought Isotope RX 11 by Native Instruments for video editing. Plugins did not work with Davinci resolve on Mac. I tried VST3 and AU versions. It's advertised on their site as compatible with Resolve. Support ignored my requests for support. The company then ignored my requests for a refund. I've ended up having to buy a rival's software and still don't have my money back for this rubbish. Avoid this company. Alternatives for every product they have are available. They are not worth the lost time and headaches.
Tommie McDonald
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Terrible Support
OK equipment and software but the worst support you will ever come across. Avoid if you can.
Mr Last
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NI needs to completely revamp the way you purchase and activate products.
Terrible customer service. All you get is a stupid AI chat bot. The tech side of things, and their website is atrocious. Unfortunately, they have a monopoly on some of the best plugins, so we are forced to deal with their completely broken purchase and activation systems. Figure it out NI, it's 2025.
Flook
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Even the most obvious things aren't working...
I just added about 10.000 samples in Battery 4. Unfortunately, I quickly only tested a couple of kicks. Battery 4 looped all my samples, so I'm forced to chance every sample individually in the editor (two steps to do) because Battery doesn't has a a simple option "one-shot" when all samples are selected. Same thing in Kontakt. Even my Roland W-30 from 1989 has a "One-shot" option (one step to do). Furthermore, basic computer short cuts as "Save as"for example doesn't even work in Battery and you have to right click with your mouse and paste the name, completely ridiculous. The only plugins that make my DAW lagging and causing all sort of problems are those from N.I. They blocked me on Facebook because they couldn't handle any criticism.
DAC
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Amazing customer service!
It has been about 10 years since I've used Native Instruments. I had purchased, Battery and Komplete Synths and utilized the VSTs in a lot of my music back in the day and I decided to dig up the old songs but couldn't get the software reinstalled on my new computer as I lost the little paper with the serial numbers on them and I couldn't remember my old NI login information. I emailed tech support and after a few back and forth emails they were able to located my old account and carry over my registrations to the new one I had created! They went the extra mile to find an email address I had totally forgot I had used in the past. Just in time for Absynth 6 to be released no less which I happily just purchased the upgrade to after this experience. They were attentive and quickly responded to each email in the end solving an issue they could have easily just blown over.
Aaron Bush
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Deceiving pages, deceiving ads
Last Thursday, after careful consideration, I decided to crossgrade from Komplete Standard to Komplete Ultimate. One of the deciding factors was Symphony Percussion, which was advertised as including 55 instruments—exactly what I needed to finish a project.However, after purchasing, installing, and opening the library, I was surprised to find that only 18 percussion instruments were included. It turns out that Komplete Ultimate includes only the Essential version, which is extremely misleading, as the Komplete Ultimate Bundle product page clearly states that Symphony Percussion includes 55 instruments.I opened a support ticket last Thursday, and almost a week later I still have no response. The company advertises a 14-day refund policy, but at this point it feels unlikely I’ll even get a response before that window closes, since no one is answering the ticket.If you are going to buy anything from NI, PLEASE Read everything multiple times before buying from NI. The product pages are misleading, the advertising is deceptive, and the whole thing feels designed to push you toward yet another upgrade—for 1 TB of content that, frankly, sounds cheap and unnecessary.
Pedro
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