Complaint Regarding Unresolved Repair Process

2

Comments

  • PoorFellow
    PoorFellow Moderator Posts: 7,209 mod

    If you would like a copy, I will send it to a private email.

    I am sorry but I am not a N.I. employee so all that I can do is to assists you to connect with N.I. as best I can. To achieve that then I have already forwarded the PDF document to both Mert_NI and Jeremy_NI.

    I hope that you will be provided an acceptable solution ASAP.

  • danilones
    danilones Member Posts: 16 Member

    @PoorFellow Many thanks anyway! Really appreciated.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,755 admin

    @danilones I'm terribly sorry for this extremely bad experience. My colleague already got back to you and will sort this out with our repair center. The Maschine Studio is not in production anymore, and this has been for a while now, so it won't be possible to send you a totally brand new device, only refurbished. The units should be fully functional and fully tested before being sent out.

    For the previous issues, we have dealt with a lot of issues with UPS, DHL, Parcel Force in the UK, since Brexit and in certain UK locations. It's not an excuse, just some context. This is still our responsibility.

    When you say that the device is not working, can you give more details?

  • danilones
    danilones Member Posts: 16 Member

    @Jeremy_NI

    Hi Jeremy,

    The device turns on for 2 min and stops working. Yes, tested in different sockets and with different plugs. Nothing works.

    Please, lets sort out this. Im really exhausted of this problem.

    Thank you.
    Danilo

  • Jojo123
    Jojo123 Member Posts: 384 Pro

    @danilones Im so sorry to hear of your absurd situation which I also agree is totally unacceptable. I'm gobsmacked but I should'nt be because this type of thing isn't new. I hope NI steps up and reimburses you in full. No doubt you've lost many many hours chasing this up and I find the response or the lack thereof really disturbing.

    NI what on earth is going on with these complaints that come in like this? At no time did danilones show any disrespect in his/her posts and to the contrary, has been amazingly pleasant through out. It is also unacceptable to have posters make a mockery of someone elses obviously distressing issue. I would suggest if they don't have something helpful to say then they should be told to stop it. All they do is thrive off someone elses misfortune and have nothing better to do than haunting forums looking for victims to boost their sorry egos.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,755 admin
    https://community.native-instruments.com/discussion/comment/231032#Comment_231032

    Do you mean it's turning off or showing black screens/Maschine logo? Sorry I don't want to waste more of your time with this but just to be 100% sure it's not a software/setup issue.

  • danilones
    danilones Member Posts: 16 Member
    https://community.native-instruments.com/discussion/comment/231035#Comment_231035

    @Jeremy_NI

    June 17, 2025
    UPS (1ZX1930F6890856867) delivered the Maschine sent by NI Repair Center

    ––

    I open the box and take out the product

    ––

    I connect the power supply (original from NI, brand new) to the device (Machine Studio)

    The device turns on for 2 minutes continuously.

    The device turns off and does not turn on again

    ––

    I test it in several different outlets and the device does not turn on anymore.

    ––

    I communicate with Matthia and write this report in this community

    ––

    June 18, 2025
    I am explaining a new problem about this whole process, again. Looping since December 2024.

    ––

    Thank you,
    Danilo

  • PoorFellow
    PoorFellow Moderator Posts: 7,209 mod
    edited June 18
    https://community.native-instruments.com/discussion/comment/231035#Comment_231035

    My interpretation of what Danilo writes is that the device worked for two minutes only after having been plugged in but since that it has not worked anymore. (does not power on)

  • basehead617
    basehead617 Member Posts: 138 Advisor

    Hi Danilo - I know this is not that helpful but I wondered if you considered buying another Maschine studio, since they are discontinued they are very cheap, possibly as cheap as your shipping costs so far..

  • PK The DJ
    PK The DJ Member Posts: 2,732 Expert

    "unacceptable to have posters make a mockery"

    Where is this alleged "mockery"? I don't see anything in this thread.

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,755 admin
    https://community.native-instruments.com/discussion/comment/231044#Comment_231044

    Thanks, again, this was just to be sure. Matthias will follow up. I'll also follow up on the case.

  • danilones
    danilones Member Posts: 16 Member
    https://community.native-instruments.com/discussion/comment/231033#Comment_231033

    Hi @Jojo123
    Many thanks for your support. I really appreciate.
    All the best.

  • danilones
    danilones Member Posts: 16 Member
    https://community.native-instruments.com/discussion/comment/231049#Comment_231049

    Exactly @PoorFellow !
    Thank you!

  • danilones
    danilones Member Posts: 16 Member
    https://community.native-instruments.com/discussion/comment/231050#Comment_231050

    @basehead617
    Don't worry, I appreciate your comment.

    However, I have already spent a good amount of money on shipping and paying for the repair service.

    In addition, I believe that a company of this size like NI that produces high-end products should worry about technical assistance services in general.

    I have been on this journey for 6 months and I am trying to give some value to my consumer rights, time and stress I have already gone through.

    Thank you.

  • Mert_NI
    Mert_NI Customer Care Posts: 922 mod
    https://community.native-instruments.com/discussion/comment/230951#Comment_230951

    Hello danilojones,

    Sorry to hear this terrible experience. I see that Jeremy is on this subject, so no worries about it and everything will be solved soon. I hope everything will get better in a short time and you will not have further issues about this subject.

    I hope this helps☺️

Back To Top

Categories