Does NI have a phone support system? Customer Service is doing NOTHING.

I bought a Maschine MK2 for Christmas. Still haven't used it, and I'm getting ready to return it.

I can't get the software for the Maschine. I don't have a transfer license, so I sent in the receipt and serial number.

Everything the company sends me says "just log in and download the software from Native Access. NATIVE ACCESS WON'T LET ME DOWNLOAD THE SOFTWARE WITHOUT THE SERIAL NUMBER. MY SERIAL NUMBER DOESN'T WORK BECAUSE I DON'T HAVE THE TRANSFER LICENSE.

NI just keeps sending messages saying, "just download the software." Except I can't download the software, because my serial number doesn't work.

Is there anyone at the company who can help me? All I want to do is download the software.

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Accepted answers

Jeremy_NI

@jtbcrozier_1 I see you submitted a request 12 hours ago. My colleagues will get back to you soon and will take care of that.

Without a license transfer my colleagues will need to contact the previous owner. FYI: Buying or Selling a Native Instruments Product Second-Hand

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Vocalpoint

Before you can ANY download software - the device must be registered to your NI Account.

Once that happens - the software will simply appear in your account.

Did you buy your device new? Or Used? Or what?

And no - there is no direct contact for Ni Support.

PoorFellow

https://community.native-instruments.com/discussion/49747/does-ni-have-a-phone-support-system-customer-service-is-doing-nothing

Does NI have a phone support system?

No , 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.

Customer Service is doing NOTHING.

What do you mean "Customer Service is doing NOTHING." ?

Did you make a ticket using the the support web interface ? And did you get a ticket confirmation ?

NI Support can not help if you did not make a ticket as you are supposed to…

mykejb

@Jeremy_NI Is this something you could take a look at - seems like there's some confusion if the OP gets told to download the software but doesn't have a licence.

jtbcrozier_1

Thanks for the comments everyone. I still don't have an answer. I hoped NI would have phone support.

Here's the issue. Maybe the community can help!

I bought a used Maschine MK2 from Guitar Center. They didn't give me a transfer license. (At the time, I didn't know I needed one.)

My serial number is registered to the old owner. I can't download any software from Native Access because my serial number is registered to somebody else.

I contacted NI support. Their answer was to get a transfer license. I can't.

Every time I contact support, they tell me to do the same tasks that already didn't work. The chat tells me the same things. They email me the same things.

I just want to know how to get the serial number registered to my account. Nobody seems to have an answer.

Vocalpoint

https://community.native-instruments.com/discussion/comment/254255#Comment_254255

Pretty sure that support will be able to assist.

That said - do remember - you are asking for a "free" registration for a "used" product. A registration that not only represents a guaranteed 'lost" sale to NI but also one where you are now expecting them to support you as well.

Take a moment to see this transaction from their side.

Yes - buying used gear is allowed but there IS an official protocol and process for this. You are heading way down the "un-official" road.

Patience is what is needed here. Hopefully Jeremy can chime in and get someone to sort this for you.

mykejb

A registration that not only represents a guaranteed 'lost" sale to NI

True … but then they get to sell you expansions. Then a keyboard. Then Komplete. Then Komplete Ultimate … etc 😂 A bit like Komplete Start - get you hooked then sell you upgrades, expansions blah blah blah.

Jeremy_NI

@jtbcrozier_1 I see you submitted a request 12 hours ago. My colleagues will get back to you soon and will take care of that.

Without a license transfer my colleagues will need to contact the previous owner. FYI: Buying or Selling a Native Instruments Product Second-Hand

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