Warranty claim

Seedy eyes

Hello,

I purchased a Komplete Kontrol S61 Keyboard new in December. I've been going back and forth with support since January about a technical malfunction of the keyboard. Also, some of the lights on buttons don't work.

The velocity of MIDDLE C plays 25pts higher than any other note played. Support has had me trying this, that, this and that since January with no solution.

• They said don't connect directly to the computer, connect via USB C hub (purchased)
• Download Midi monitor to show results of input playing higher
• Delete .plist and reinstall

None of this worked and at this point I would like a new board with the warranty.

Does anyone have any experience with NI honoring their warranty claim?
Does anyone know how to initiate a warranty claim with NI?

Any help is appreciated.

BIF

Please clarify: That C3 plays "louder" than the others, and not "higher in pitch", correct?

Thanks.

Seedy eyes

Hi Bif,

Thank you for your attention.

For clarity, it is strictly MIDDLE C (middle of the board). When I transpose the keyboard middle C can be an octave up or down but depressing the same key in the same position is much louder than other keys depressed at the same touch.

Steps to replicate:

• Keep pressing middle C over and over
• After each press of middle C, hit transpose button. You will hear a different octave, as you should when transposing but the velocity is extremely loud.

BIF

Based on my reading of other posts, your issue might be a hardware issue with the device.

I have no idea if they'll replace or repair it, but you will need to begin with support.

Please read : how to get support !

JesterMgee

This issue has been reported a number of times and it is always deemed a hardware issue unfortunately. Here is another report that is still displayed ont he first forum page at the moment:

https://community.native-instruments.com/discussion/43538/low-c-is-drastically-louder-than-all-the-other-keys

I think the biggest headache people have is getting through the support hurdles to the end game where you can actually send back for replacement, tho be prepared to shell out for shipping at least one way and also, from reports you may likely receive a refurbished unit, not a new one, so be sure to really test the replacement in every aspect on every key because a few users have been rather unlucky and received defective replacements also so just be thorough with the testing.

Seedy eyes

Yes, thank you for the response.

I have seemingly been getting the run around from support (Pedro) asking me stupid questions like what cable am I using to connect the Keyboard to my computer via USB C. As if I must be using a different cable than the one that came with the keyboard. I've spent extra money on USB hubs thinking that this guy knows what he's talking about as if this issue has been resolved before. Only to find out that this is a recurring issue with many other people and no solution. I'm feeling lied to and mislead about a product that I've stood behind and supported for going on 10 years. NI is stringing me along making me think there's a solution to this. It seems like I'm just gonna be left to this issue. In good faith, I can't ever buy NI again until this is resolved. I had a keyboard that worked fine, and I didn't need the s61 but I've wanted one for years and now this.

Is NI even a real company? Is this really how they treat the people that purchase their products?

mykejb

As Jester says this looks like a hardware issue that's not going to be solved by any amount of swapping USB hubs etc. You need to get it replaced under warranty so insist on that when you talk to support. If you have any problems with that come back here and I'll tag in a customer care person who should be able to help.

Seedy eyes

Thank you very much Mykejb. I will see what Pedro comes back with. I've been working on this issue more than I've been working on music, which is counter to me even spending money with NI to make music in the first place.

I guess my only concern based on other posts I've read. I need to find out if they are going to send me a refurbished keyboard with potentially more issues than I currently have, or a new one?
But thank you again for your assistance.

mykejb

I don't know if it will be new or refurb. @Jeremy_NI should be able to answer that

Jeremy_NI

@Seedy eyes It does seem like a hardware defect. We need to be sure before hand, to be sure it's not a software issue and you're not sent the device back if our repair center didn't find the same issue, or sent a new unit and issue remains. If you're still under warranty, there's no need for a claim, we'll deal with it.

My colleague will probably forward your case to our hardware service, they will be able to answer your questions then. Thanks for your patience on this.

BIF

Oh, and in defense of "Pedro"…

He probably has instructions and policy to go through all of the questions in his "support tree" before he can send your case to hardware support.

I recently had to go through the same ordeal with Universal Audio on a UAD audio interface. 2 people had me do the same testing twice. At one point, you start to wonder, "don't you guys even talk to each other?", but then you realize that they have to do this because the last thing anybody wants is to spend money sending the hardware in when chances are high that that's not even the problem at hand.

So yeah, they have to be sure. And it can feel painful. But Pedro is just following policy and trying to get you over to the right team.

Wishing you luck, OP.

Seedy eyes

Hello all - I appreciate the reassurance. Pedro has responded with feedback.

I'm hoping this will be corrected. Thank you all.