Maschine Software won't show up after Hardware registration

2

Answers

  • mikewest
    mikewest Member Posts: 3 Member
    https://community.native-instruments.com/discussion/comment/192737#Comment_192737

    Simply redirecting (soon to be former) customers to the same page where they are ignored and left waiting for days is NOT support, it is abuse.
    A better approach would be to address the root cause and provide the standard of service expected, that is to be able to use our new purchases as expected.

  • Trance_Addiction_99
    Trance_Addiction_99 Member Posts: 2 Newcomer

    Hi everyone. I bought a brand new maschine mikro mk3 recently and after adding the serial to my account, the HW unit shows but no maschine software was added to it. I reached out to support and according to the chatbot a ticket was opened but I didn't get any confirmation e-mail. Having to wait a bit is no biggie but I'd like to know if the ticket was actually created. Thanks. All the best.

  • giomsc
    giomsc Member Posts: 3 Newcomer

    Yes, my problem is solved, thank you. But I can't hold back from telling the truth. You are one of the leading companies in the sector. The chance of someone who first encounters one of NI's products being a nerd like me is low. There is a problem and you are willing to ignore it and expect those who buy the product to struggle. This is the wrong approach. Improving the process is your problem. I am just stating my opinions as both a customer and a human being.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,686 mod
    https://community.native-instruments.com/discussion/comment/192868#Comment_192868

    Your ticket is in the system, my colleagues woll get back to you as soon as possible.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,686 mod
    https://community.native-instruments.com/discussion/comment/193067#Comment_193067

    Thanks for sharing, I'm forwarding your comments.

  • Trance_Addiction_99
    Trance_Addiction_99 Member Posts: 2 Newcomer

    It has been taken care of. Thank you!

  • Jordan Crinklecut
    Jordan Crinklecut Member Posts: 2 Newcomer

    I just bought a new Maschine MK3 yesterday and ran into the same issue. I really just want to start making music and not deal with this. I created a ticket through the chatbot that you linked on the first page, its ticket #4434404.

    @Jeremy_NI -Could you please assist in getting this license enabled for me. Thanks!

    Jordan Crinklecut

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,686 mod
    https://community.native-instruments.com/discussion/comment/193906#Comment_193906

    My colleagues will get back to you as soon as possible. I can't help you more than that, they have access to all your licences and private data. We're in the middle of a big sales special so we have a lot of requests to process.

  • dave.kaleba
    dave.kaleba Member Posts: 1 Newcomer

    Same issue, new Maschine Mk3 I bought new from Guitar Center. Box was taped shut with blue painter's tape so I assumed open box. Serial originally didn't work because it was already registered by another user. NI customer service very quick to respond and reactivate the serial and deactivate the other user. Successful activation of serial inside Native Access does not yield access to download Maschine software, making my new product mostly useless until I'm able to download Maschine through my registration, which shows on the website. All operating system and apps are updated.

  • Lngjhnslvr
    Lngjhnslvr Member Posts: 1 Newcomer

    Hey im in the same boat. I bought a brand new maschine mk3 the other day and added the serial to my account, the HW unit shows. i then bought the MK3 software unknowing that its supposed to be free when you buy the unit.

    @Jeremy_NI -Could you please assist in getting me a refund. Thanks! ticeket #4438216]

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,686 mod
    https://community.native-instruments.com/discussion/comment/194742#Comment_194742

    My colleagues will get back to you as soon as possible.

  • JOlsman
    JOlsman Member Posts: 1 Newcomer

    Hi, I'm having the same issue. Bought a new Mashine Mikro MK3, added the serial to my account through the Native Access app and then nothing happened.

  • SeanoftheDead
    SeanoftheDead Member Posts: 8 Member

    I have the same problem with a brand new Maschine. I registered my Maschine Mikro Mk3 using Native Access, but no software shows up. I can't use the device.

    Per help, I have chatted with the utterly useless NI chatbot, issued two support tickets, and all I got was an email saying "We are sorry we could not assign a person to your ticket."

    This is ******. What a terrible company.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 12,686 mod
    https://community.native-instruments.com/discussion/comment/195095#Comment_195095

    Hey there, your frustration is understandable. However please keep it civil. I see your requests in our system, my colleagues will get back to you as soon as possible. We're in the middle of a sales special so our reply times are impacted.

  • cgraham1914
    cgraham1914 Member Posts: 2 Newcomer

    I'm also dealing with the same issue- Purchase Maschine MK3 but software is not available in Native Access. I've been waiting for 2 days to get a response from support. I understand you have a sales special but, with all due respect, how long should your existing customers wait to receive a response? It's like we're being alienated for more revenue.

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