Warranty repair cost £59 to get your device back?

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musician2000
musician2000 Member Posts: 11 Newcomer
edited March 6 in Komplete Kontrol

Hi

Support Ticket: #4475335

I am posting on here as its time sensitive and last time saw a much faster response here than NI support. If this doesn’t get resolved soon the courier has said they will send the keyboard back to NI in Germany.

  • I sent a keyboard for an in warranty repair 21st Jan
  • I have already posted about lack of communication during this process and updates, but after last time posting I now have a response they did replace the keybed.
  • As it been a long time waiting for the keyboard to turn up I contacted the courier company who say it’s in the UK but we won’t release it unless u pay a £59 customs charge?

So my question is, can someone who works at NI tell me is this to be expected? That I send a keyboard for an in warranty repair, but customers are expected to pay the customs charge £59 to receive the item back??

please confirm soon as If not resolved, the keyboard will be sent back to you

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Best Answer

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    edited March 6 Answer ✓

    @musician2000 You're already in contact with my colleagues from the Hardware department and he got back to you. In a case of warranty repair, you shouldn't have to pay for customs, as my colleague replied to you at 09:53 today. He's checking with the repair center, they'll be checking with DHL. Please continue the conversation with my colleague, there is nothing more that we can do here, I'm just repeating what my colleague is writing to you. Also no need to create a new thread. Again, you are in contact with my colleagues, they have all the tools to assist you, we don't have that here.

Answers

  • mykejb
    mykejb Moderator Posts: 2,613 mod

    @Jeremy_NI this is one for you I think!

  • musician2000
    musician2000 Member Posts: 11 Newcomer

    Can someone please from NI please review this, I just had a response from NI saying its on its way??. Its not! I am not sure why I am explaining to NI how your shipping works, and if you had read the details from the shipping, it mentions, once left Germany from DHL it is then past to Parcelforce.

    Screenshot 2025-03-06 at 08.50.54.png
  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    edited March 6 Answer ✓

    @musician2000 You're already in contact with my colleagues from the Hardware department and he got back to you. In a case of warranty repair, you shouldn't have to pay for customs, as my colleague replied to you at 09:53 today. He's checking with the repair center, they'll be checking with DHL. Please continue the conversation with my colleague, there is nothing more that we can do here, I'm just repeating what my colleague is writing to you. Also no need to create a new thread. Again, you are in contact with my colleagues, they have all the tools to assist you, we don't have that here.

  • musician2000
    musician2000 Member Posts: 11 Newcomer

    @Jeremy_NI - if you are able to check to check the progress on this please, I assume my email 12:07 yesterday and 7:10am today on the support ticket this morning asking for an update has been ignored as its now 6:40pm, I assume you don't work weekend?? I am guessing I need to follow up again on Monday and ask for another update to find out what's going on.. failing that I suppose I will need to contact DHL to find out what's going on for myself.. I am confused, explaining this is time sensitive, ignoring my email this morning asking for an update, it doesn't take multiple days to contact DHL and provide an update to me. At the very least support could just reply to my email and say they are still working on it. I fear this is just going to continue and the keyboard will end up being sent back to Germany.

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