It's been eight days since I sent in support ticket for new KK S61 MkIII after firmware update failure. Now two different computers fail to recognize the device and firmware updater doesn't detect that it's present, so no attempt to rerun the update is possible. I've received no response other than the initial auto-reply email confirming ticket submission. To make matters worse, Zzounds will not accept a return and says only that I must deal with NI directly. Laughably, the Zzounds return policy page for the KK S61 lists a support telephone number for NI that probably hasn't functioned in years. I realize today is Thanksgiving Day, but I've been patiently waiting for support for a hardware failure that's rendered a brand new product unusable. If no response is forthcoming within a few more days I'll be initiating a payment dispute with Zzounds.
https://community.native-instruments.com/discussion/48823/kk-s61-mkiii-ifirmware-update-failed-during-initial-setup-windows-doesnt-recognize-device-now?utm_source=community-share
