I am at an absolute loss with Native Instruments support (now under inMusic). I own a Traktor Kontrol S4 MK3 which has suffered from a hardware defect since day one (the first effect knob has a permanent calibration offset, and recently the unit started experiencing sudden, unpredictable freezes during my live sets, completely ruining my performances).
I opened a support ticket (Case #4822711). The first representative, Antoine, explicitly admitted in writing that this is a known factory defect / hardware failure and promised a free replacement along with a prepaid shipping label, fully aware that the commercial warranty had recently expired.
Shortly after, another agent named Niall stepped in, ignored everything, and unilaterally revoked this official promise, hiding behind the warranty expiration date. This person completely ruined a done agreement and left a professional DJ stranded.
Is this how Native Instruments and inMusic treat professional DJs? A company representative admits a factory fault, promises a solution, and then another agent backs out? Hiding behind commercial warranties when your own staff admits the device was defective from the factory is unacceptable. I need a supervisor or manager to look into Case #4822711, review the behavior of Niall, and honor the initial written agreement made by Antoine.
