How can I contact NI?

AronD
AronD Member Posts: 6 Newcomer
edited September 2023 in Maschine

I ordered from them a refurbished B-Stock Maschine mk3 on reverb, where they stated, that what they sell works completely fine.

After setting it up, the first problems came up:

  1. Some of the potmeters were very loose.
  2. Some of the potmeters acted randomly in certain situations, jumping between values unpredictably
  3. Some potmeters changed paramters that were'nt assigned to them by minor values.

I couldn't get a reply from them for months, but still could use the Maschine with a little bit of frustration and disappointment. (I got a reply that they are on German Holidays, yeah, those Holidays lasted a few months...)

Now the Maschine freezes all the time, the controls don't react, and it even affects the Komplete Kontrol that is attached to my computer, for example, when loading an instrument, the Maschine gets stuck at the "Busy...Loading" screen, the Komplete Kontrol's screens are updated with the instrument loaded, but becomes very laggy and slow to respond.

Replugging the USB does'nt help, turning it on and off does'nt help.

Only restarting my computer helps SOMETIMES, and still then I can only pray that Maschine will work well for a while if it works well at all.

Maschine software is up to date, firmware is up to date, and the latest drivers are installed.

I am seriously considering returning everything that I bought from Native Instruments even Komplete Standard 14, asking all of my money back, and never ever buy anything from them again, and definitely not recommend their products to others.

Best Answer

  • Matt_NI
    Matt_NI Administrator Posts: 1,078 admin
    edited September 2023 Answer ✓

    Heya,

    You can find more information on how to contact customer care in this thread

    The team is available and we don't have breaks or holidays when support it not operating (I'm not sure what that was about).

    Since we already have threads and resources about this topic, I will close this one.

Answers

  • LostInFoundation
    LostInFoundation Member Posts: 3,945 Expert

    When you say “I got a reply” you mean you already opened a ticket with support?

  • AronD
    AronD Member Posts: 6 Newcomer

    I wrote them on their reverb page where I bought the Maschine, I couldn't find live support on the NI homepage.

    Since then I troubleshooted the problems that caused the freezing, so that's fine. But this still doesn't change the fact that they shipped a faulty product.

  • Matt_NI
    Matt_NI Administrator Posts: 1,078 admin
    edited September 2023 Answer ✓

    Heya,

    You can find more information on how to contact customer care in this thread

    The team is available and we don't have breaks or holidays when support it not operating (I'm not sure what that was about).

    Since we already have threads and resources about this topic, I will close this one.

This discussion has been closed.
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