S88 mk3 Noisy key, worth investigation?

Ojustaboo

@Jeremy_NI @Matthew_NI @Chris_NI

Hi all, Bought my S88 mk3 last January so it's about 3 weeks out of warranty (typical lol)

Today the G below middle C started to make a noticeable noise.

I live in a mid terrace house so when I'm not using headphones (don't like using them all the time), I'm not playing very loud hence this noise is quite noticeable.

It seems to be when pulling the key to the right.

If say I play a scale or arpeggio it sounds perfectly fine, but if say I'm playing a chord with the G as the root, it's very noticeable.

I've included a couple of very short vids.

1st shows the noise it makes when pushing it to the right, 2nd when playing chords, and when I play the F & A chord you can hear how quiet it is compared to G chords.

Please excuse the sound quality and the playing quality (hard to play while filming in other hand, that's my excuse and I'm sticking to it).

It is a lot louder on the vid than in real life, but still annoying

Do you think it's worth getting it fixed or would you not bother if it was you?

The key plays perfectly at all velocity levels.

Even if NI agreed to replace it (only just out of warranty) it's a lot of hassle and mine is in perfect cosmetic condition, not a mark on it, and I'd hate to get a refurb that wasn't

Anyone experienced similar on other keyboards and know a fix?

You guys at NI think it's worth getting fixed (and if so can you pull any strings for being just out of warranty, bought Jan 2024)

Thanks

https://youtube.com/shorts/lYzR-3Kgzog?feature=share

https://youtube.com/shorts/KWfP6deN5uo?feature=share

Jeremy_NI

@Ojustaboo Please get in touch with our hardware service, see what can be done :  https://bit.ly/NI_support_Hardware

JesterMgee

For the cost of these things i'd be pretty peeved myself and i'd be directly raising a ticket first. In the past you were likely to get some assistance and a decent resolution, from my own experience. However the playing field has changed and it's not the same small company it was 15 years ago so not sure you would get a decent resolution.

I have seen reports of this kind of issue even from way back with the MK2 keybeds where felt, spacers and dampeners seemed to deteriorate fast or be poorly installed and result in keys clicking and clunking

You could attempt a repair, however these are not all that simple to dismantle and I have not seen any videos for the MK3. I would think the keybed would be pretty similar, it is supposedly upgraded but not sure the jury is convinced for the better yet. Here is a video of the MK2 being fixed (maybe just mute the music):

https://www.youtube.com/watch?v=LcOH6BN-FvE

Also there have been videos of this same issue posted for years for the MK2 showcasing this is still a known problem after some time:

https://www.youtube.com/watch?v=W4r2GWMwH1w&t=96s

mykejb

Did you buy from NI or a third party like Thomann or DV247? Some companies offer 2/3 year warranties in addition to the one year NI warranty. Also, you can often return items that are expected to last longer than the official warranty period if the product is "expensive or sold as high quality, premium or top of the range" which pretty much describes the S88 MK3. Take a look starting here -  https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/

Ojustaboo

Annoyingly the shop I usually purchase products from was out of stock and they advised me that I'd be better off getting it else where if I wanted it soon as they didn't have a date for new stock.

And the company I bought it from (Bopdj), I actually bought by mistake , and sadly they only offered a one year warranty.

Here is an email I sent them after it was ordered:

Hi, placed an order with yourselves, order number 

Your order # xxxxxxxxxxx (placed on 10 Jan 2024, 13:05:33)

bearing in mind I’m a very careful 59 year old who double checks everything, I just spent £1069 with you thinking you were someone else.

I usually use Music Matter but I want a NI s88 MK3 urgently (as I’m impatient) and they are out of stock and not expecting stock until end of Jan, beginning of Feb.

Reason I like Music Matter is that they offer a 3 year warranty on things like this.

Anyway, I googled and found two stores that had it in stock at the same price for delivery tomorrow.
Yourselves and Discdjstore.

I meant to order it from DiscDJStore,  only because they offer 2 year warranty whereas you offer the standard manufacturer warranty.

I got confused in the excitement of placing my order, you both have dj in your names :)

Anyway, I’ve looked at your trustpilot reviews, it looks like the vast majority are very very positive, so providing it is in stock and will be here tomorrow, I’m happy to keep my order with you.

I imagine you’re all laughing at me saying how some idiot spent over a grand at the wrong store company, ah well, that will teach me to be impatient lol.

Best

I'm sure I could argue my case and eventually end up with a replacement or repair, my concern is I use it everyday and I don't want to have to be without it for weeks. I understand my contract is with the store I purchased it from, but for example, if my Playstation broke, going direct to Sony and I get a replacement in days, hence me asking here if the guys at NI could do anything.

I've just sent an email to Bopdj asking what they can do, I'll wait for their reply and see where to go from there.

Jeremy_NI

@Ojustaboo Please get in touch with our hardware service, see what can be done :  https://bit.ly/NI_support_Hardware

Ojustaboo

Thanks, have just done so.

BopDJ site says for out of 1 year warranty they charge (all plus 20% VAT)

£60 inspection fee whether or not the repair goes ahead, and a £60 estimate fee deducted from repair if I go ahead, £50 an hour labour, £20 delivery, £10 repacking fee, so that's a minimum of £200.

They also say "Spare part availability is not under Bop DJ’s control, and repairs may be delayed, if necessary parts are unavailable. This is a common situation within the industry."

So going that route will cost a lot, plus they might have it for weeks waiting for parts. I appreciate I can (and have done in the past) argue all the way to the Ombudsman.

Long story short, major surgery last year, very nearly died, now on Fentanyl and Morphine for life, plus take another 32 tablets a day (not a typo) now have to use a wheelchair if going over about 25 yards due to pain (not legs) and am permanently exhausted. The one thing that I can't handle is any form of stress, I can no longer even watch the news, I simply can't take it.

So I need an easy no stress solution or I'll simply stick with it or try to repair myself (I can usually mend/fix anything)

Matthew_NI

Please reach out to NI directly

Ojustaboo

Bopdj didn’t want to know, said

"Really sorry to hear about the issue with your keyboard.

 Unfortunately, we are not an authorised repair centre for Native Instruments, so there’s not much we can do in terms of out of warranty repairs.

 I would recommend that you get in touch with Native in regards to this, letting them know everything you have told us. It’s possible, though I think unlikely, that they may be able to offer a free out of warranty repair. More likely though, they will give you a quote for a repair.

 Apologies we can’t be of more help here. As we don’t repair any Native Products, we can only assist you in liaising with Native regarding in-warranty requests.”

OK, that’s as per described on their website, so technically they have honoured what their site says (although it’s not as simple as that, as mykejb said earlier). a word of warning though, there’s shops that offer 2 and 3 year warranties who charge exactly the same price as the rest. I will make sure in the future that I only use those store with the extended warranty even if the products a few £ more.

Thankfully NI have been much more understanding and while I often read how others are often frustrated by NI support, yet again, so far in this case, I simply can’t fault them.