Brand new Maschine + serial number

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Subfi
Subfi Member Posts: 4 Newcomer
in Maschine

so I got a brand new Maschine + open the box, try to register and it says serial number already being used in another account?? Tried contacting support but got nothing back.

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Best Answer

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    Answer ✓

    @Subfi No worries, my colleagues will sort it out. No need to create more requests as it slows down the whole process. They will get back to you as soon as possible.

Answers

  • PoorFellow
    PoorFellow Moderator Posts: 7,391 mod
    https://community.native-instruments.com/discussion/46355/brand-new-maschine-serial-number

    Such things happen from time to time but N.I. support will fix it for you.

    If you managed to make a ticket and received a ticket confirmation then please wait for n.I. Support to get back to you within a few days.

    Else ; Quote Jeremy_NI :

    1. Start a new chat. (making sure you are logged in)
    2. At some point write "contact support" or "talk to an agent"
    3. If you use an adblocker make sure it's deactivated for our website.
    4. Try with a different browser
    5. Try private/incognito mode on your internet browser.

    There is no phone support and you can not initiate support by writing an email address. For initiating support then you need to use the support web interface.

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

    .

  • Subfi
    Subfi Member Posts: 4 Newcomer

    I was able to leave a message to them yes.

    I know how to contact support that’s not the problem..problem is getting this sorted as soon as possible.

  • PoorFellow
    PoorFellow Moderator Posts: 7,391 mod
    https://community.native-instruments.com/discussion/comment/232862#Comment_232862

    problem is getting this sorted as soon as possible.

    Only N.I. Account Support can fix this and they should get back to you , alas then I can not tell what is present response time.

  • Subfi
    Subfi Member Posts: 4 Newcomer

    it’s because if they can’t sort it out then I need to sort it out with the retailer and send it back. Just don’t want it to pass the time line to cancel the finance for the product in case it comes to that that’s why I need it quick .

  • PoorFellow
    PoorFellow Moderator Posts: 7,391 mod
    https://community.native-instruments.com/discussion/comment/232864#Comment_232864

    If you bought from a retailer such as e.g. Amazon or GuitarCenter then there ought not be any problem fixing it , they might still ask for receipt and a picture of the serial on the bottom of the device. The forum N.I. Customer Care can not fix it for you either , but I can ask if @Jeremy_NI , do you think that this needs a 'nudge' ?

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    Answer ✓

    @Subfi No worries, my colleagues will sort it out. No need to create more requests as it slows down the whole process. They will get back to you as soon as possible.

  • Subfi
    Subfi Member Posts: 4 Newcomer

    all good, just being patient

    It’s just a great investment for me and was really hyped for a whole lot of reasons and it was such a disappointment but I know things can happen and there’s no one really to blame, well there is..the retailer..but then it’s not their fault although they upgrade me to vip customer and then sell me a brand new product that already has somehow been used ? But yes I don’t know if it’s their fault if it’s their suppliers fault or NI. It don’t matter all I care really is having that machine working in the best possible way. I think I do deserve a little something for this hiccup..

  • Jeremy_NI
    Jeremy_NI Administrator, Customer Care Posts: 14,941 admin
    https://community.native-instruments.com/discussion/comment/232971#Comment_232971

    I believe my colleague got back to you and fixed the issue. Sorry for the wait. I guess what happened here is the unit was sold to someone else who registered it, then this person returned it without de-registering the unit.

  • PK The DJ
    PK The DJ Member Posts: 2,791 Expert

    I think that's quite a common scenario with hardware devices that include software (not just NI stuff).

    People either order it just so they can get the software, with no intention of keeping it, or they register the unit without realising it'll be an issue for whoever gets it next.

    There's a whole other thing with online clothing sales - people order it, wear it for one evening then send it back.

    Also, retailers selling returned units as new is suspect. Should be indicated to the customer that it's returned/unboxed/b stock.

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