Warranty repair cost £59 to get your device back?

musician2000

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

Jeremy_NI

@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.