Hi everyone,
I am opening this topic to get some help from a Native Instruments forum moderator or supervisor, as the standard support front-line is giving me completely wrong and illegal information regarding my warranty.I purchased a refurbished/B-Stock Maschine+ directly from the official Native Instruments website on October 30th, 2025. I live in Europe.Recently, my unit developed an issue, so I reached out to support. Since Native Instruments was acquired by inMusic, my ticket was handled by an inMusic Customer Experience Specialist. I was shocked to receive a flat refusal stating that: "refurbished units are not covered under our standard warranty, so we are unable to offer warranty service or replacement in this instance."This statement is entirely incorrect and violates EU Consumer Protection Law (Directive 2019/771). Under European law, any professional seller operating in the EU (Native Instruments GmbH is based in Germany) must provide a mandatory minimum legal guarantee of 1 to 2 years on refurbished/B-stock electronics. Internal corporate policies from the US cannot override statutory EU laws. As my unit was bought less than a year ago, it is fully covered.Could a community manager or supervisor please look into my case and escalate this ticket to the European Hardware Support / RMA team so that this can be sorted outlegally
Thank you for your help,
Maxime
