I’m writing because I’m honestly feeling quite frustrated with the repair process for my Traktor S3 controller, and I’m hoping someone from Native Instruments or the community might be able to help.
My controller has been in the repair service since April. The fault itself is very minor: the track browse encoder (the rotary selector used to browse tracks) stopped working. Considering the simplicity of the issue, I find it very difficult to understand how the repair can take more than three months.
What is even more frustrating is that I haven’t received any meaningful update about its status during all this time. The only information I’ve received from the dealer is that the controller is at the distributor facilities, but nothing beyond that.
My situation is becoming even more complicated because I’m about to relocate from Spain to Italy for a five-year work assignment. This means I’ll soon no longer be at my current address, making the logistics of receiving the repaired unit much more difficult.
I completely understand that repair centers can have backlogs and that unexpected delays happen, but after more than three months without any clear information, it’s hard not to feel disappointed.
Is there any way to check the actual status of the repair? Is there someone from Native Instruments who could look into my case? And, if possible, is there any way to help speed up the process?
I really like Native Instruments products and have always had a great experience with them, which is why this situation is so surprising to me.
Any advice or assistance would be greatly appreciated.
Thank you very much.
