Native Instruments Reviews 467

The customer support for this company is terrible. It's impossible to get help. They have no phone number and no email.

Purchased a downloaded Drumming VST. Had to download a "Kontakt" (yes, this is how it is spelled) program, all good at this point. Then comes the "Native Access" download, absolute nightmare! My computer (and searches on the web) could not open the file type! Error code after Error code. Save yourself the frustration and find a "Real" digital editing music library service. There is hope, when word gets around, at some point, they will go out of business...

I've had problems with a very expensive NI plugin for now 8 years. And i decided to do something about it. So i reach out to customer service telling them about the problem and how it's been occuring for 8 years on differente computers, different audio interfaces, with different presets loaded and everything. First of all they ask for some simple information to check sample rates etc, which is of course cool as the first reply, to check i'm not a moron. But then when i send them the data that shows this is not the problem, they send me out on a long journey of getting almost the same replies once a week with answers that would clearly not fix the problem. I'm getting the feeling they are just trying to make me tired and stop replying. This is now over a month, but i'm stubborn and i can't accept a company like this selling incredible expensive plugins and then making them trash and not even offer real customer service. GET YOUR SELF TOGETHER NATIVE INSTRUMENTS.

We are thoroughly disappointed with our experience with Native Instruments.

The way you perceive your relationship with your product users is completely unethical, and it's crystal clear that you have no respect for the money we spend, nor for us as customers. As you upgrade your software and equipment palette, it would be prudent not to "THROW AWAY" the products we have already paid for.

Denying us the ability to use the tools we've paid for is simply unfair.
You could offer the option to use them to the extent of their capabilities, allowing those who wish or need to upgrade the opportunity to do so.
You will soon understand from the "response" the buying public will give you. Rest assured, it will mirror the image the company presents to our community.

It's a shame because Native Instruments used to be a pioneer (not the Brand), and it seems to fail to recognize that competition is not only about technological advancements but more importantly, about ethics and respect towards consumers now.

I've been using Kontakt and Komplete for many years with no problem until the last couple of years. This included problems with installation and using Kontakt on hi def monitors. Some problems were my fault and some NI. I found their support responsive and excellent.
Kontakt and other apps are improving considerably

customer service is non-existent! I guess the only way to talk to a person is if you pay! i am dealing with lots of different companies, but this is far the worst!

Purchased Item, claimed 3 day shipping. Item never arrived. Sent countless emails that were ignored. Thankfully used paypal. Made a claim, Suddenly got a response saying to CANCEL THE CLAIM in order to receive refund from them and a bunch of "claim ticket" links that went nowhere. Came here and realized they seem to just be a rip off company. Should have looked here first to save myself a lot of time. AVOID THIS COMPANY.

Extremely disappointed with Kontakt 7. Importing 3rd party libraries does not work well at all, and that was the whole reason why i purchased the upgrade.

Horrible company, you buy a product and they block you out of your account
I'm so tired of working for free to solve problems that shouldn't be there in the first place

Payed but didn't receive product and no follow up. Purchased the UVI Select Bundle on 13/01/2024. Didn't receive the e-mail with the serial numbers / download link and the order status stays in "under review". After several emails via the ONLY way to contact them -a support bot- only got one standard reply that advised me to buy the product again and simply pay 199€ again. After that all my mails were ignored while, at the same time, I kept receiving promotional mails. This all feels very unprofessional for dealing with long-standing clients. (I've been using NI products for ages > Maschine mk1, Maschine studio, Komplete Ultimate, Komplete Kontrol S61 mk1, Komplete Kontrol S49 mk3, ...).
I have always been satisfied with their products/services so the scam-like ghosting is completely unexpected. What is happening with NI?
Since I've paid via PayPay I am now trying to get a refund via their mediation service (thanks to Louis Pantke's advice in his review). TBC...

27 Dec 2023 I purchased an updated product (update Guitar Pro 6 to Pro 7, took another bundle that was on special, used a voucher that was given to me and proceeded to pay via card. Transaction was processed, money paid to NI, but no confirmation mail received, ultimately nothing received for the $78 I paid. Tried resolving the matter with them, but no feedback, its now 25 days later, it seems they are pushing to get away with my money they received, I even offered to make it easier, don't have to pay me back, I'll take the option of one of your products for the amount I paid. It's an expensive lesson, never purchase from NI with your card, you will get more from it by just burning the money. Always consider using PayPal as they would have mitigated the scenario. If the money comes of your card, then you probably will not get it back. Some of their products are super expensive, be very very careful with Native Instruments. Maybe they think they are untouchable, or maybe they are. To walk away with your money, leaving you empty handed is very low., rated an extra star as the products are fine, there is just no feedback or support or any willingness to pay your back or supply you a product you paid for with your own hard earned money, I guess for them it is like taking candy from a baby. What can I do, only complain here, complaining with their channels only wastes your time and effort, having some false hope they will kindly assist you.

Customer since 2009. Always relatively happy despite lagging customer service and over-promising on products and especially product support. Now, customer service apparently has been summarily fired. I bought the update to Ultimate on Xmas sale and while NI happily took my money, I am not receiving the download links. Wrote them 8 (!) messages, never hearing back. I will give them another day or so and then will retreat, either get a response finally about the money being returned or advising my bank to nullify the transfer. This is not a company anymore, it is a bunch of bots and a glorified PR department.
P.S.: In their own forum they write something along the lines of "we are in the super busy sales season", but they write that every two or three months. That is not an excuse for shoddy service.

I was going to buy a keyboard but I'm glad I didn't as Native software quite frankly sucks, it just doesn't work and feels like amateurs have made it in their bedroom. I'll stick with MPC

Just misery in a row. Updates are not accompanied by an owner's instruction. The problems I've had are too many to mention. Support is also substandard, takes too long and no firm solutions. However, a lot of time is spent on marketing. You will receive a notification every day. I'm too far into it and can't go back, I would prefer to switch completely to another brand. I was forced to quit on a mk3 keyboard. The mk 2 was not supported by the new software, what a mess.

Hi everyone. From top to bottom, my 24-month foray into NI was full of issues. In order to buy or sell products second hand, you need serial #'s. If you were selling one or two, I'd imagine it might go smooth (though I wouldn't bet on it). But after that, serials "talk" to one another. You need serial X before you can upgrade to Y and then Z. But their system is atrocious. I had a Komplete package which I eventually got transferred, installed, and working (but with some frustrating days waiting for their Customer Service team. And later, when I went to sell the same package, the serials didn't align perfectly on NI's end. And there's the problem. You need customer service at that point to look into it, mess with things manually, etc. And NI is horrid at this. They USED to have a chat function where you could at least speak to someone in real time. Now, they have an email ticket system. You can expect an answer every 24-48 hours, but I got the impression that they were just trying to tick off that they'd replied, not that they'd fixed anything or moved anything forward. It's extremely frustrating. If you are just getting into music production, I would strongly recommend you look for another company to get in bed with. Native Instruments will give you major issues. I wish I had known what I was getting in to.

New launcher sucks, cannot update, having problems for a entire year, they just dont fix it, i dont recomend this brand anymore, its became rubbish like everything else this days.

Terrible service all of a sudden and all about profit over user experience. Constant updates break existing users systems and then support is a minefield and generally does not seem to care about the fact that you are no unable to make music and have to try and constantly fix things. Seems like a huge internal mess most likely rushing releases and delivering poor performing software that is no longer unique.

PLEASE LISTEN TO THE OTHER REVIEWS ON HERE.

I work using VSTs,orchestras and drums etc. in FL Studio. I bought highly publicised expensive Libraries from Spitfire Audio who linked themselves to Native Instruments Kontakt. The Native Instrument Kontakt Player just stopped working which made not only The Native Instrument libraries redundant but also Spitfire Audio product redundant An issue many have had which I subsequently read online.
Reinstalls later.....the same.
Had I known when I bought Spitfire product that the latter was linked to NI then I would not have bought them.
They said Kontakt was 'included' (not that it was essential to play the libraries).
Had I known before the days spent installing NI plug ins I would not have bothered.
Glossy looking but inoperable.
Lots of money flushed down the toilet - Lengthy correspondence with Spitfire but no effort or willingness to help or resolve. TOTAL WASTE OF MONEY.
With NI theres no one to one customer support and their online forms are useless. Ilok their inoperable link is drek.
The software products crash,need continual updating or dont work.
You can just contrast with uhe or Arturia both of which are super efficient straightforward and WORK -and I dont work for either ! I am just a musician/composer like the rest of you.
Do yourself a favour and please dont make my mistake.

I've sent over 3-5 tickets *requests* they also have to give me 2 instruments that I cannot access. And they do not reply, it is been already 3-4 days and have no reply from them. Support is really bad from NI

The fader on my S4 mk3 has worn out, and even though it is a consumable that is easily swapped, Native Instruments will not supply one.
Only option is to ship it overseas to them and pay for one of the techs to repair it at considerable cost.
By withholding parts, they have completely ignored the EU law which gives the consumer the right to repair.

I will never buy one of their products again!