Maschine+ warranty repair agreement no longer valid?

Question

Hello Native Instruments team,

I write here because support team couldn't help me with my faulty Maschine+.

After buying it factory refurbished from your official reverb shop Native Instruments GmbH Direct Voerde (Niederrhein) last year (31.10.2025) I had to send it back because it came with a broken power connection.

I got another unit and noticed after a while that one encoder wasn't working properly. So I opened a ticket and you asked for a video showing the problem.

At that time I had several gigs and wanted to try and live with it. So I didn't send the video because I had no time…

Now I really can't stand jumping values of that one encoder anymore and I opened another ticket with inMusic support learning that the warranty repair agreement isn't valid anymore and I have to pay for the repair myself.

So my question is: Is that correct?

Best regards,

Andy

ndbient · Answer

Thanx  @Uwe303  for your reply!

After posting here I got another e-mail from inMusic support apologizing for false information confirming that their team will be able to process the warranty repair.

So it seems everything is going well. I let you know about the outcome.

Cheers,

Andy

Uwe303 · Answer

Hello,

if you bought it as refurb you normally get a warranty (depending on the country, germany 1 year), so native should repair it or give you another refurbed device as far as i know. Maybe @Jeremy_NI can help in this case.