Does anyone have link to Komplete Kontrol hardware warranty details?

musiccityLB
musiccityLB Member Posts: 19 Member
in Komplete Kontrol

Maybe I'm just missing it but I have searched NI website for warranty details for Komplete Kontrol hardware and cannot find what I'm looking for. I looked at a page entitled, 'terms & conditions' but it is in legalese and I'm not seeing specifics on factory warranty.

I'll be grateful if anyone can share a link or point me in right direction.

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Answers

  • Milos
    Milos Member Posts: 2,012 Guru

    Hmm... @Jeremy_NI might be able to give you details about it...

  • musiccityLB
    musiccityLB Member Posts: 19 Member

    Thanks, Milos. Jeremy has been helping me with a new KK MK3 that has a hardware issue and needs to be returned. I already have message into him about getting warranty details. Frustrating that it is not prominent on NI website.

  • Milos
    Milos Member Posts: 2,012 Guru

    Eh...things happen, good sir.

  • D-One
    D-One Moderator Posts: 3,157 mod
    edited February 12 Answer ✓

    Companies do not define warranty, they have to stick with whatever laws your country/region has, their only leeway is to make it better, for example, some companies offer 5-year warranty even tho they aren't forced to.. (this never applies to music devices tho), some even a lifetime warranty.

    If I am not mistaken by law in the EU companies are forced to offer a 2-year warranty, while in the USA it's 1-year for example.

    Frustrating that it is not prominent on NI website.

    It's on the website, here:

    https://www.native-instruments.com/en/company/legal-information/terms-and-conditions/

    https://www.native-instruments.com/en/company/legal-information/terms-and-conditions/

    Not an easy read tho...

  • musiccityLB
    musiccityLB Member Posts: 19 Member

    Thanks again, D-One. I seemed to have overlooked this section the first time I tried to decipher 'terms & condition'.

    Here's the wording on warranty replacement: "Seller, at its sole discretion, will either repair or replace or credit the purchase price". Note that "replace" does not indicate replacement with a NEW product.

    My issue is that I've been informed that if my 90 day old MK3 keyboard cannot be repaired they will send me a used "refurbished" unit. I'm told this is policy. I'm super disappointed that in case my keyboard is unrepairable that they will not be sending a brand new keyboard. This is unheard of with any other quality company that I know of. For example, if you bought a new iPhone from Apple and it had a hardware failure they would replace it with a new product - not a used refurbished phone.

    I love Native Instruments hardware & software and my studio is heavily invested in all of their products. But this feels second rate to me. Oh well, apparently I am powerless in this instance. Oh, and I'm STILL WAITING for hardware warranty department to send me shipping label and return instructions. So painfully slow and frustrating.

  • D-One
    D-One Moderator Posts: 3,157 mod
    edited February 12

    No problem.

    AFAIK, Apple does replace warranty tech with refurbs aswell, but depends on the specific case, model, how old, etc... Their refurbs are top notch tho, they can't have a single scratch.

    Note that refurbs from the original company are usually miles away from companies or retailers that sell refurbs / "b stocks", those usually cheap out on many things and might have wear signs. I am not sure about the quality of NI's specific refurbs but I wouldn't accept anything with visible use signs like scuffs, scratches, etc... At least in your scenario where the device is only 90 days old and/or in cases it already came with a defect.

  • LostInFoundation
    LostInFoundation Member Posts: 4,374 Expert

    But refurbished (perfectly or not) is in any case refurbished.

    You buy a new product, pay the price for it and if they send you a faulty one they even have the right to replace it with an used one…

    In any case, a keybed that has already been pushed 100 of times will never be like one that is brand new. No matter how good they work on it to refurbish it.

    It sounds to me at the very edge of legality…but I’m Swiss…and here we even get 4 years warranty

  • musiccityLB
    musiccityLB Member Posts: 19 Member

    I have an update. After expressing my concerns and frustrations about this issue with Jeremy and Matthew of NI - who have been super considerate and responsive to my issues - along with my contact in warranty department, I finally received an email late this afternoon informing me that they were now intending to send me a NEW keyboard as replacement for my defective one. I also received shipping label and return instructions for defective unit. Someone at NI is listening and I am grateful for it!

  • musiccityLB
    musiccityLB Member Posts: 19 Member

    LostinFoundation - I agree with you 100%.

  • D-One
    D-One Moderator Posts: 3,157 mod
    edited February 13
    https://community.native-instruments.com/discussion/comment/132866#Comment_132866

    Well.. That's great news and kind of what I expected to happen. Often people go on full rage mode in this sort of scenario but if one is polite like you were it increases the chances of resolving things the right way. In all these years buying NI gear I only had one issue where hw offered me a not-so-great solution but I worked it out with them too.

  • Simchris
    Simchris Member Posts: 323 Pro

    In the USA, always good to buy from dealer who offers free extended warranty. e.g., Sweetwater where I have bought 5 Komplete Kontrol keyboards over the years (with zero issues), extends warranty to 2 years. Of course up to them to replace or repair. And many manufacturer warranties only provide a repaired unit, not new one; idea being they took return, and fixed it to like new - aka B Stock. This way they also KNOW for sure it works before sending to you, since you're not getting another "new" one which might exhibit same defect if manufacturing issue. Common sense, just some random feedback. Upshot: extended warranty for free is good idea if you can get it from your dealer. Also why I never buy direct from N.I.

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