Hi everyone,
I’m hoping someone here might be able to point me in the right direction or give me some updated expectations around NI support response times.
I purchased a Maschine + second-hand on Facebook Marketplace about 5 days ago. The unit works perfectly, but the serial number is already registered to the previous owner, who I cannot contact (it came from a storage locker auction).
I opened a support ticket with NI on the same day. I received the automatic email reply from Niall with general second-hand instructions, but none of the provided solutions apply to my situation because I have no way of obtaining a License Transfer ID from the original owner.
Since then, I’ve replied a few times to the ticket with:
- photos of the Maschine + from all angles
- a close-up of the serial number
- proof of purchase from Facebook Marketplace
- an explanation that I need the serial manually released
However, I haven’t received a human response yet. Because the serial is still locked, I’m currently unable to:
- register the Maschine +
- connect it to WiFi
- download the included software
- fully set up the device
I completely understand that Cyber Season creates delays and the support team is stretched thin right now, but I’m just hoping for some guidance on how long I might realistically be waiting for a response, or if there’s anything I can do within the community to help move things along.
Any advice, insights into current wait times, or help from moderators who may be able to flag my ticket internally would be greatly appreciated. I’m really excited to start using my Maschine + properly, and this waiting period has been pretty is killing me.
Thanks so much,
David :)
@Kaiwan _NI @Monika _NI @Nico _NI @Matt _NI
