Komplete A49: Serial has Already been registered!!!...???

2Mylent

Hello,

I bought a new keyboard directly on the Native Instruments website, a Komplete A49, received today.
Problem: in Native Access, when I want to enter the serial number, there is a message saying that this number is already used!!!!…
I can't get help online. And since I have to translate live English -> French, it's complicated.

Of course, I have all the documents and proof of purchase on my NI account.

Any ideas?
Possible help?

Thanks in advance.

chk071

Contact NI support, they will surely provide you with a new serial.

https://support.native-instruments.com/hc/de/sections/360000091538 (Click on the chat icon at the bottom right. You need to be logged into your account for that.)

2Mylent

Hop, hop !!
Problem solved by native (Pablo) 👍️
Really, fast and efficient.
A big thank you!

(Well now how do I close this post?!?)

*********************************

Hop, hop!!

Problème résolu par Native (Pablo) 👍️

Vraiment, rapide et efficace.

Un grand MERCI!

(Bon maintenant comment je clos ce post?!?)

chk071

Contact NI support, they will surely provide you with a new serial.

https://support.native-instruments.com/hc/de/sections/360000091538 (Click on the chat icon at the bottom right. You need to be logged into your account for that.)

2Mylent

Thanks chk071.

Well, the rest:
Chat successful, but problem not solved for the moment.
Indeed, strangely it looks like a purchase of used equipment!!!!
And the Serial Number is Blocked!!!!
So, I'm waiting for news from NI.

chk071

You might have gotten B stock. I had this with other online shops. I don't like companies doing this, but, kind of get where they are coming from. Many returns, because people order 4 MIDI keyboards, and then decide which is the best, and return the other 3.

Just a guess, of course, I have no idea if it is the case or not.

Try the chat again, and demand to be connected to a real human.

2Mylent

Thanks chk071 😉

Apparently I have to wait for an email.
So I'll wait 2-3 days.

Even a direct purchase becomes complicated! 🙃

I'll note the progress here.

**************

Merci chk071

Apparement, je dois attendre un mail.
Donc je vais attendre 2-3 jours.

Même un achat direct devient compliqué!

Je noterais l'avancement ici.

2Mylent

Hop, hop !!
Problem solved by native (Pablo) 👍️
Really, fast and efficient.
A big thank you!

(Well now how do I close this post?!?)

*********************************

Hop, hop!!

Problème résolu par Native (Pablo) 👍️

Vraiment, rapide et efficace.

Un grand MERCI!

(Bon maintenant comment je clos ce post?!?)

Joshchilders1

I’m dealing with this too, I’m just blown away that I would buy a keyboard and they don’t allow you to use it unless you follow their rules after you already bought the equipment. It’s just sitting here after I unpacked it until I deal with their support bureaucracy

Sunborn

https://community.native-instruments.com/discussion/comment/196220#Comment_196220

hello,
maybe it was a second hand keyboard? what is the situation?
believe me, i understand the frustration but, some real info instead of generic complains would provide help and fast solving of your issue.

In general, you need to contact support, here:

https://support.native-instruments.com/hc/en-us/sections/18115022767005

Login to your account, then click on the chat icon at the bottom right.

Joshchilders1

My keyboard was purchased brand new, not used. As I read more about this, I discovered it's not just a second-hand issue; it seems to be a recurring problem with Native Instruments that has happened many times before. bad serials or used serials. I contacted support four days ago, and my keyboard is just sitting here, unusable. I've already tried all the solutions suggested in that link. The issue is that they require a registration for hardware, or it cannot be used. and They don't have a streamlined fix for new equipment that has duplicate serials.

Sunborn

https://community.native-instruments.com/discussion/comment/196525#Comment_196525

@Jeremy_NI can you please "push things" a bit in this case?

The guy is just watching his equipment because of a wrong serial… should be an easy case to be fixed, thank you!

Jeremy_NI

@Joshchilders1 Sorry to hear about your experience. I'm not sure what happened with this serial. I see your request in our system and highered the priority. My colleagues will get back to you as soon as possible. Thanks for your patience.

Joshchilders1

@Jeremy_NI thx man

Joshchilders1

@diane_Ni decided to close my ticket with zero dialogue, saying my unit was preowned and used, which it clearly was not, as the packaging was totally undisturbed. I contacted Amazon, who confirmed the product was not used. I was asked for proof of purchase which was already included in the initial ticket, but I was told I needed to provide it again, idk why this is such a ******-show. My unit is unused, and there is an issue with the company's serials not being protected. It's a little disrespectful for support to deem a ticket solved when it was not, and her solution was to return the device. Is that a solution for NI?

Joshchilders1

@Jeremy_NI

Uwe303

No that's is definitely not a solution, and native will fix it for sure. Unfortunately things like that can happen also with support, they are all just humans and make mistakes like we all do. I think today of the day starts jeremy will hopefully have a second look into this. And I know from my own experience how annoying it is if it hits you with that kind of stuff.

Jeremy_NI

@Joshchilders1 I'm really sorry about all that. I've added your comments to the ticket and it has been escalated to a more experienced agent. What probably happened here is that the unit was bought once and returned, without the previous owner derigistering the device, unit was then sold again. My colleagues should get back to you soon. Keeping an eye on this so don't hesitate to ping me again if you need to.