Processing a Return

D KRKLND
D KRKLND Member Posts: 4 Newcomer
edited October 2024 in Traktor Software & Hardware

How do I process a return. There are no option in my order history to start a return. I have created a ticket through chat, but have not received any communication. Is there anyone that can point me in the right direction to get a response or get my return started. I bought a brand new Traktor S3 and the jog button does not switch to scratch mode. I need to process my return before my window closes. Has anyone seen this issue? Is there a US phone number to contact? Is there a customer service email? Any help would be greatly appreciated. Thank you.

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  • Sunborn
    Sunborn NKS User Library Mod Posts: 3,150 mod
    edited August 2024 Answer ✓
    https://community.native-instruments.com/discussion/34493/processing-a-return

    You haven't received any communication because your ticket was submitted on Friday.
    As on most other jobs too, also on Native Instruments, Saturday and Sunday are not working days.

    Most probably they will reply today. However, keep in mind that in many cases it takes 2-3 businesses days to get a reply. Sometimes even more. It depends on how many requests are active before yours. There are no delays on purpose neither some kind of indifference to the customer. :-)

  • lord-carlos
    lord-carlos Member Posts: 3,659 Expert
    Answer ✓

    but have not received any communication

    Well yes, you contacted them Friday evening and it's now Monday morning ~11:00

    So only a couple of work hours and they have to go through the backlog of the weekend. I would say you have to be more patient.

    I need to process my return before my window closes

    AFAIK you just have to contact them within that window.

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