!URGENT! My S88 got stuck in the customs and NI is not reacting, and the ticket systems is too slow

jonction

Hello everyone,

I'm here to ask for help and to maybe be more visible to Native Instruments, I already sent my ticket and kept answer on it but for some reason it passed from the high priority label to the low one. While when it's about custom each day count, to resume my problem my S88 arrived to Mexico the 12 of March got stuck in customs with a clearance delay appearing on the tracker (saying that the recommended action was doing nothing). After first week passed I started to get involved, received an answer from my ticket saying everything was fine and it was just a normal thing for electronics. I then waited another week to learn that finally there was lack of documents because the value of the item was above 1000$. So FedEx can't liberate it now and my custom agent told me that cost of liberation from my side would be too high after all these days because of custom storage fee(where I've never been notified that action was required to make the situation advance).

Here we are now where I would either like for Native Instruments to unlock the situation or to ask for the return of the product and refund me but they're not answering to my tickets(since I know making more tickets might not help the situation I tried to not open more, still opened another one for the return because my first one was for shipping.)

Is there a contact of emergency for them to make the situation move?

This situation is pretty stressing and require fast action (for the storage fee) and FedEx globally told me that the initiative of return should come from Native Instruments or to use a external custom agent (with these fees on myself;and the return too), but they're not answering to my ticket.

What should I do to make this situation advance, I just want either my keyboard or my money but 1200$ is not a little sum of money for me and I need for it to be fixed.

JesterMgee

Hate to say it but sadly custom issues are outside the scope of NI. It's common for things to be held in customs, I never buy direct from overseas directly anymore for expensive items, I always go via a local sore or importer since most things attract import tax, hate to be American now since that also means the imposed tariffs on top of that.

Prob all you can do is just refuse delivery and have them ship it back and then request the refund doe to inability to deliver, would need to jump through the hoops to submit a ticket direct to NI tho, likely would also need to contact the customs office and officially refuse the delivery.

Jeremy_NI

@jonction I've highered the priority of your ticket. My colleague will get back to you on Monday. Thanks for your patience.