How to return s61 Keyboard? PLEASE HELP!

Seedy eyes

Hello,
I need to return the s61 keyboard. It was just delivered but I no longer need it. It is unopened and unused. The process for returning items leads me to nowhere and I'm aware of the 14 day return window. The image shown is where the return instructions lead me, but I can't do anything in the 'Return Request' section.

Can anyone assist with this? Please provide instructions or links if possible.
Thank you!

Vocalpoint

https://community.native-instruments.com/discussion/40524/how-to-return-s61-keyboard-please-help

I am sure someone will assist - as soon as they return from the holiday period.

Most likely - no one will be working for the rest of this week anyway.

VP

Seedy eyes

Ok thank you for your response. I understand it's the holidays. Is there somewhere I can start the process in their absence? Most of the links I've seen don't direct me to anything initiating a return.

Vocalpoint

https://community.native-instruments.com/discussion/comment/200351#Comment_200351

Well holidays mean holidays. Everyone is doing family time or what have you until at least Monday.

I do not work for NI but assume there is a process and someone will be there to handle it come next week most likely.

VP

PoorFellow

https://community.native-instruments.com/discussion/40524/how-to-return-s61-keyboard-please-help

If you bought from N.I. then simply contact N.I. Purchase Support and ask for assistance returning the keyboard.

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

Seedy eyes

I am having the most terrible, disappointing customer service experience with NI at the moment. I have no idea how to get this resolved because I have not heard from anyone from NI other than a bot. On the edge of not purchasing NI products in the future.

Timeline:

• I purchased an S61 keyboard from the Native Instruments (NI) website for myself as a Christmas gift.

• What I didn’t know was that my wife also bought the same keyboard as a surprise gift for me, but she ordered it from Amazon since she wasn’t familiar with the NI site.

• The Amazon order arrived first, and I assumed it was the one I had purchased. I connected and registered it right away and started using it.

• 3 days later, my NI order arrived.

• Since I had two keyboards, I needed to return one. I tried contacting NI for guidance since I had already connected/registered the Amazon purchase (1st item to arrive), but I got no response and found myself stuck in endless loops to nowhere on Native Instruments site and the return process (as shown above in the 'Return request column) .

• Since NI site instruction wasn’t helping, I decided it would be easier to return the Amazon order instead (the already registered item).

• I boxed up the Amazon keyboard for return.

• I then connected and registered the NI keyboard for use.

• Now, I want to release the registration for the Amazon keyboard so someone else can use and I still haven't heard from NI. I'm assuming that they are ignoring me since my account shows a registered item. In fact it shows 2 registered items, in which case I want to de-register one of them (Amazon purchase).

• I could just sit on the registration (amazon) and get my refund. In any case, I still haven’t heard back from NI.

Any assistance would be great.

Seedy eyes

Thank you for your response. Before I made other plans on returning my item I was a bit concerned since NI has a 14 days return policy with everyone seemingly taking 15 days off. I'm sure you can see the issue with that. My cutoff was 1/8/25.

PoorFellow

https://community.native-instruments.com/discussion/comment/201786#Comment_201786

Personally I think that it would have been so much easier for you to stick with the returning of the keyboard bought from N.I. rather than now having two tickets (?) for different problems over the same problem (two keyboards). If you contacted N.I. and asked for a refund then , while I have no say , then I can not see why they would not accept the return of an not used keyboard that you asked to return in within return period.

Anyway , no matter what then it's weekend and N.I. support do not work weekends. N.I. forum Customer Care ought to be back on Monday , but might be too swamped and busy to respond on Monday if actually back then. But I will try calling for @Jeremy_NI , could you please assist Seedy eyes with getting his keyboard returned ?

Seedy eyes

Just to clarify I don't have two problems, I no longer have two keyboards. I have two registration codes. I returned the Amazon purchase since it seemed the easiest due to the holiday/non-response from NI and pending 14 day window (1/8/2025). I'm just trying to do the right thing here and release the registration from the Amazon order. I could just disappear and let the new owner of the already registered s61 figure it out but I'm just trying to get ahead of it. At this point I only need to know how to release a previously registered code. The instructions seem to only surround transferring a registration to another person rather than releasing it. I'll just wait until someone reaches out, I guess.

Jeremy_NI

https://community.native-instruments.com/discussion/comment/202162#Comment_202162

Thanks for doing the right thing. We just come out of the biggest sale of the year and the holiday season. My colleagues will get back to you as soon as possible.