Refurbished maschine sold on Amazon as new?

Gerry Carson · November 14

Hi All

I recently purchased a Maschine MK3 via Amazon and registered this last week. However, I didn't get all the software and when I checked raised a support ticket with NI they said I had a refurbished Maschine. I have checked my order on Amazon and my invoice and they confirm this was sold as new. (The seller was not Amazon directly but a reputable third party music supplier).

I wanted to check whether anyone else has come across this issue?

I didn't register the Maschine immediately, so I am outside the refund window, but I have raised a question to the seller asking for a refund or replacement but I am just worried this will become a drawn out issue.

TIA

Jeremy_NI · November 14

https://community.native-instruments.com/discussion/comment/190985#Comment_190985

I would recommend to send an invoice/proof of purchase to my colleague.

D-One · November 14

Pretty sure thats illegal in most places… I'd never buy anything of significant value on Amazon tbh because stuff like this happens all the time.

I never heard of such with buying directly from NI or trusted vendors like Thomann.

Gerry Carson · November 14

https://community.native-instruments.com/discussion/comment/190961#Comment_190961

this was through Amazon but from Music Matters, which is a reputable company. They are adamant that they only sell new units so I am not sure what is happening. I have asked NI why they believe it is refurbished (e.g. registered to another user) and I will check the serial number when I get home and send to Music Matters to investigate.

But it does also look like there have been issues with NI licensing, going by some other posts.

PoorFellow · November 14

https://community.native-instruments.com/discussion/comment/190968#Comment_190968

I will check the serial number when I get home and send to Music Matters to investigate.

That is the way to go about doing things, approach the seller I mean, then if everything is in order in their end then they can take it up with N.I. to find out where the screw up is,

I have asked NI why they believe it is refurbished (e.g. registered to another user)

But it does also look like there have been issues with NI licensing, going by some other posts.

It happens in between that someone bought something and registered it and then returns it without telling seller it have been registered or seller neglecting to fix it or neglect to tell new buyer. But I think that usually these keyboards will not show as 'refurbished' unless having been somehow processed by N.I. . I could be wrong of course

Gerry Carson · November 14

https://community.native-instruments.com/discussion/comment/190979#Comment_190979

Thanks for the support. I will post an update when I hear something back from supplier or NI.

Gerry Carson · November 14

For anyone following this, I have seen at least one other post with similar/the same problem, so this could be a problem on NI's systems.

Jeremy_NI · November 14

https://community.native-instruments.com/discussion/comment/190985#Comment_190985

I would recommend to send an invoice/proof of purchase to my colleague.

lord-carlos · November 14

I don't know if it's always the case, but I know it can happen that someone returns a product to amazon, and they sell it again. With no hands involved of the seller.

There was a famous incident where someone returned a used diaper .. and amazon resold it to a new customer. https://finance.yahoo.com/news/amazon-sold-used-diaper-tanked-113036945.html

Can't say if it did happen in this case, but just because Music Matters sells only new, does not mean that amazon is not a ding dong store.

PoorFellow · November 14

https://community.native-instruments.com/discussion/comment/190985#Comment_190985

I have seen at least one other post with similar/the same problem, so this could be a problem on NI's systems.

A bit hard to follow without a link to the discussion. Anyway then things remain as is and as far as possible then ought to be sorted trough proper channels. Of course problem also is that as an end-user then one can always end up in a situation where one does not know who to believe, if e.g. seller claim innocence in matter and N.I. says that they sold to source as refurbished. But no reason to make any problem out of that part until such time as it turns out that way. So for now then best to let proper channels sort it out.

@Jeremy_NI , I am pinging you here just in case that you have something that you want to add.

Gerry Carson · November 14

https://community.native-instruments.com/discussion/comment/190999#Comment_190999

Here's the other discussion:

https://community.native-instruments.com/discussion/38217/i-dont-see-bundled-software-in-my-account-after-registering-maschine-mk3

PoorFellow · November 14

https://community.native-instruments.com/discussion/comment/191004#Comment_191004

Here's the other discussion:

Seemingly then you completely misunderstood the issue with the other thread. It has absolutely no mention of any relevance to any kind of Refurbish , second hand or anything else like that. It is an entirely different matter. I could probably find hundreds or even thousands of discussions here with same lack of relevance.

The discussion that you refer to is a question about what software had been added to account after registering the hardware which the user as far as I can see does not mention any hiccups with ?

The only claim of anything refurbished there is your post which I am inclined to delete in that thread as it has absolutely no relevance and not on same topic.

Refurbished maschine sold on Amazon as new?

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