Where do I send my m32 for repair of a knob?

@GregSteel you contacted our hardware service, my colleagues will get back to you as soon as possible.

@GregSteel Apparently my colleagues had read the date wrong. Your device is still under warranty and is being in the process of getting fixed or replaced.

All comments

If it's a new purchase I'd expect it to be a swap-out warranty replacement. Normally I'd suggest using the product support chatbot that you can find here - https://support.native-instruments.com/hc/en-us/categories/360000053737-Product-Support but I'm not sure how screen-reader friendly that is. @Jeremy_NI might be able to help if you have problems there.

@GregSteel you contacted our hardware service, my colleagues will get back to you as soon as possible.

Hey guys thanks for the replies Here is the reply that I got this morning. I'm quite bumbed. They said that my replacement is going to cost $99 for a refirbished one. should that be free since I bought it on the 9th of this month. The keyboard is fine it is just the knob on the far left side that broke

Was it bought new this month? If it was then it should be under warranty. Did you buy from NI or a retailer ?

Hi,g I did buy it from NI

@Jeremy_NI Surely this should be a replacement with a new model rather than a $99 charge for a refurb? Maybe there was a misunderstanding somewhere?

maniacintosh81

We are talking about a M32. For 99$ you can almost get a new one and keep the old one. And NI really wants to charge 99$ to replace it with a refurbished unit? A month after the original buy? Sounds very wrong to me. As @mykejb stated this should be a free exchange.

I think it’s quite wrong especially when I bought it on the 9th of this month. It hasn’t even been 30 days.

Hi so I found out that the pot has frozen on the keyboard so that is why the knob won't turn which is what I thought. I don't want to have to pay $99 to get a refirbished one since I bought it on the 9th of this month. What do I say to reply to my ticket.

Tell them again it was only purchased on the 9th and that you'd expect a brand new unit under warranty. Hopefully @Jeremy_NI or @Mert_NI will be able to take a look and help you out after the weekend.

@GregSteel Apparently my colleagues had read the date wrong. Your device is still under warranty and is being in the process of getting fixed or replaced.

BIF

Thank you for double-checking on this one, @Jeremy_NI . A bunch of us were feeling queasy in the stomach until you cleared it up.