Defective product and great dissatisfaction with customer support.

Martin K.

My latest experience. I bought an audio interface from NI (Komplete Audio 6 Mk2), which after half a year of trying to reach customer support, installing various recommended drivers, was finally sent to the service center and it turned out that the product was defective from the factory. They returned me a used second-hand one (you can see the worn plastic around the volume knob), on which the LED potentiometers do not work, increasing and decreasing the volume only works on one channel, the second channel is always full and does not respond to volume changes at all. The other outputs do not respond to volume at all, the headphone output produces distorted sound. I do not understand how they could send to customer a used product, when I paid for a new one (which turned out to be defective). How to continue when there is zero trust in your customer support? It will soon be 10 months since I bought a product from Native Instruments that I haven't been able to use until now. I don't even need to describe how frustrating it is. Has anyone had a similar experience? How did you solve it? Should I contact some trade inspection, since I don't trust them anymore?

PoorFellow

https://community.native-instruments.com/discussion/45784/defective-product-and-great-dissatisfaction-with-customer-support

What you describe of course does not sound as OK. Alas then the only way of fixing it is to politely write to support and explain the state of what you have been sent and ask for a unit that is OK. I will then as someone from Customer Care to follow up on your ticket. (The Customer Care expert Jeremy_NI is not here now buy will hopefully be back some time next week , Monday is a holiday so it will not be before Tuesday or later)

Please contact N.I.Support (all)

In case that you need guidance contacting support : How to contact NI Support and How to get in touch with our Customer Care

@Jeremy_NI , Could you please check up on the above ?

Martin K.

Hi Jeremy, I don't know if you realize that I, the customer, am the one who is being harmed. So, I politely take it as a joke. It is absurd to treat a customer like this, to take an unused product for repair and exchange it for a second hand one that is broken. I am not one of those people who can afford to buy new equipment every month. Don't you think I have the right to be angry. I bought that audio interface in early October 2024, and to this day I can't use it. Is this normal?

Jeremy_NI

@Martin K. I'm really sorry about this bad experience. It is defiitely something we don't want to see happening. You should have received a working unit from our repair centre. Your case was escalated and someone should get back to you on how to resolve this.