Why I didn't get Traktor Pro 4 with the new X1 MK3

Sonnix
Sonnix Member Posts: 3 Newcomer
edited October 22 in Traktor Software & Hardware

Recently bought a brand new X1 MK3 from amazon.com, as I live in Argentina I paid like 60 bucks in custom taxes. I Contacted NI Support as I was not able to install TP4 from NI Access. This is what the responded:

Thank you for reaching out to Native Instruments.

This item is a coming from an old stock that do not qualify for the free update to Traktor Pro 4.

You can either buy the Update to Traktor Pro 4 here: Link

Or try to return the product to the seller and buy a new one directly from us, that will include Traktor Pro 4: Link

Are you serious NI? I cannot return the freaking product, I already paid the import taxes and never will get that money back.

This has to be a joke… what the hell? the unit is BRAND NEW, you can't say is an "old stock" product, is the SAME product that you are selling at your shop.

I cannot believe it… I own another X1 MK3 and just bought the new one to have 4CH AND to NOT PAY THE TP4 UPGRADE

Comments

  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,055 mod

    @Jeremy_NI @Kaiwan_NI can you please clarify the terms on this issue because it is a bit frustrating for the users? I think that recently i have seen a similar case and the user was indeed qualified for a free TP4 update.

  • Scott Frost
    Scott Frost Member Posts: 73 Advisor

    I had a similar issue. I bought 2 of them but due to unforeseen circumstances they ended up in storage for 8 months. I activated them last week but no tp4. NI told me since I had purchased them prior to may I didn’t qualify

  • frankle
    frankle Member Posts: 53 Advisor

    I purchased one a week and a half ago, contacted support and they deposited TP4 in my account.

    It should go on the date you activated the latest one you purchased. If you have not activated it on your account they are probably looking at the first one you purchased.

  • Kaiwan_NI
    Kaiwan_NI Administrator Posts: 2,860 admin
    https://community.native-instruments.com/discussion/34553/new-x1-mk3-old-stock-doesnt-come-with-tp4-what-a-joke

    Hi @Sonnix sorry for the confusion. It seems there was a misunderstanding here. The update eligibility isn't related to whether your X1 is old or new stock. Rather, it's based on your purchase date in May, which unfortunately falls outside the window for a free update unfortunately.

  • Kaiwan_NI
    Kaiwan_NI Administrator Posts: 2,860 admin
    edited August 7
    https://community.native-instruments.com/discussion/34553/new-x1-mk3-old-stock-doesnt-come-with-tp4-what-a-joke

    Hold up. You bought a new X1 after you already got one in May? If that's the case, please get back to our support team with an invoice and they'll assist you further.

    P.S. I edited your title so it reflects the support case.

  • Sonnix
    Sonnix Member Posts: 3 Newcomer
    https://community.native-instruments.com/discussion/comment/170909#Comment_170909

    Yes, I bought another one after the TP4 release. I'm in contact with NI support, I have sent the amazon invoice so it seems I'll get the update. But I want to make clear that the first response from NI support wasn't related to my old X1 (the one I got in May) as I entered the corresponding serial # and registered in NI Access the same day.

  • Sonnix
    Sonnix Member Posts: 3 Newcomer

    Just got TP4 on my account yesterday. Thank you all, please NI Support take note so this doesn't repeat with other customers. Now let's do some traktoring

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