HELP ME!! Support please contact me

I had issue with my s4/mk3 since May 2024. I still have guarantee.

Im in a ticket loop and been trying everything support asked me for. And want to replace my unit. But just NI just want me to do more tests. Im a user since 16 years and work as a pro dj.

So I have to cancel dj gigs, not so good. The problem is pitch faders and also that player stop without sound.

I tested;

Changed 3 pc, new usb, latency, installed demo, and so on, even tried a new controller and then it works! I have had pro it technichens that have veen looking thru everything.

I sent my unit to NI but it returned and yesterday they mentioned that NI sent me a new unit but thats not True.

Almost 3 month now and NI just want more test, its not ok! I cant work !!

I think there is a curcuit on the board thats no good.

Answers from Pedro looks like ai answers.

Please where can i get in contact with a manager or so?

I tried info email, but support answer that too.

Charlie in sweden.

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Comments

Jeremy_NI

Hey Charlie, we're looking into your ticket to see what happened. It looks like our repair center returned the same defective device, we'll check with our hardware service to get it back and possibly get you a new unit. We're really sorry about this bad experience.

Cvarlievxo

Solved I spoke to support today.

They send a new unit🙏🙏🙏

Now im happy again.

Best regards

Charlie

Cvarlievxo

Can u send a shipment label so I can return the old unit?

And send the new unit if its possible today?

Have gigs next Wednesday - Saturday.

Best regards

Sunborn

https://community.native-instruments.com/discussion/comment/168342#Comment_168342

Please do not post sensitive personal details in a public forum.
You should request a shipment label only through the Support, by answering to your own ticket or to the email send by a support group employee. Not through the forum.
There, you can also send your personal details, if they ask you to do so.

Thank you.

Cvarlievxo

I sent my unit back yesterday, And now NI is telling me you dont give me a new unit before u have tested it again 🙈🙈

And if so you give me a refurbished unit!! In maybe 10 days..I have gigs booked this week as I told NI and already canceled this wednsday and the weekend gig are in big trouble.

I have warranty and im earn my income from djing. My life its not good at all since mid of May started this issue.

Im already loosing jobs because I have to cancel all the time. My Career is about to go down totaly.

This Is so rude

Charlie

Jeremy_NI

@Cvarlievxo I'm really sorry, I understood that you were having issues with a brand new unit, it seems that you registered the unit in September 2022, so yes the unit is still in warranty but you can understand why you would get a refurbished device vs a new one. My colleagues from Hardware are trying their best to accomodate you.

Cvarlievxo

And when can u send it. Today?

I need a unit on friday...

Charlie

Jeremy_NI

https://community.native-instruments.com/discussion/comment/169127#Comment_169127

I'm not sure this is doable, please get back to my colleague.

Cvarlievxo

..why do u maybe send me a refurbished unit?

Jeremy_NI

https://community.native-instruments.com/discussion/comment/169155#Comment_169155

There's nothing I can do here, please get back to my colleague in charge of our hardware service. Thank you.

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