Komplete Audio 6 MK2 is faulty. Warranty service is appalling.

SaveMeTenMinutes

Ever since I bougth a brand new Komplete Audio 6 MK2 it has had a specific problem with the headphones output. After running the interface as an external audio device for Windows apps, the headphones output sound would get all of a sudden metallic and distorted with high freq distortion noise and would stay corrupted until the device is restarted. After taking it to the store where it was purchased from, the salesman also tested the device and confirmed that it was faulty and indeed had this problem. The warranty service from the vendor amounted to replacing the unit with another brand new one (as stated in the protocol). After testing the allegedly new unit the exact same problem was observed both on my side and on the side of the local salesman. A new warranty service request was intitated and the unit was sent out to the vendor once again. This time the vendor responded with a request for me as an end user requiring that I request support directly from the manufacturer and the response basically indicated that they have exhausted their warranty repair and fixes options. This of course is far from my understanding of what proper warranty service should be. What is even more frustrating is that they sent the unit back for testing once again and after receiving it from the local salesman with a claim that he 'no longer can reproduce the problem', after plugging it in my PC it was immediately obvious that they have reduced the maximum headphones output from the factory limit by specs (taken from the NI product page) - 104 db dynamic range for the headphones output to around 1/3 of it and it's barely audible at full volume on my high-end Sony headphones as well as on fully blasted desktop Creative speakers. This is oviously an attempt to reduce the possibility for a Windows app to cause clipping/overloading/overdriving the headphones output - a blatantly insulting to me as an end-user attempt to swipe the problem under the carpet and a 'solution', which reduces the device headphones/monitor output functionality way below the officially provided specifications.

Jeremy_NI

@SaveMeTenMinutes I'm not sure to get the full story, it seems to be a better idea to dal with this issue directly with our support. The loss of gain/volume seems to indicate a hardware defect. I see you submitted a request that was transferred to our Hardware department. They'll let you know the next steps.