Hi Native Instruments team,
I’m posting here because my Maschine MK3 hardware repair / warranty service case has been open for a very long time and I still do not have a clear repair status, replacement decision, return tracking number, or estimated return date.
This is not an order issue. This is an existing hardware repair / warranty repair centre escalation.
My old repair case is: #4858682
My newer escalation case is: #4898901
The original issue was that Pads 2, 3, 4, and 8 were not functioning correctly. The unit later also became stuck on the Maschine startup screen and would not enter MIDI mode.
Here is the timeline:
7 April 2026 — Michael John helped with troubleshooting.
9 April 2026 — Antoine confirmed that the unit is still in warranty and should be returned for testing, repair, or replacement if necessary.
10 April 2026 — Phil confirmed the case was active.
16 April 2026 — Niall confirmed the case was being handed to the Repair Center and that UPS return documents / pro forma information were being arranged.
7 May 2026 — Matthias confirmed the device had reached service and would be tested.
It is now 16 June 2026.
That means it has been around 8+ weeks since the Repair Center process began, and nearly 6 weeks since NI confirmed the device had reached service.
I have followed up multiple times by email, including around 14 May, 21 May, 26 May, 1 June, and 2 June, but I still do not have a confirmed outcome.
Please can someone from Native Instruments forward this to the correct hardware repair / warranty service / repair centre department and confirm one of the following urgently:
- My Maschine MK3 has been repaired and is being returned.
- A warranty replacement is being sent.
- My original unit is being returned with tracking and a written explanation.
- There is a specific issue delaying the repair, with a clear explanation and estimated resolution date.
I can provide the serial number, tracking number, proof of purchase, and email screenshots privately to NI staff if needed.
I would really appreciate this being escalated properly, because at the moment I have been without my Maschine MK3 for weeks with no clear repair decision or return date.
Thank you,
Sunny
