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Is there any reliable way to get support?

TammuzRa
TammuzRa Member Posts: 5 Newcomer
in Komplete Kontrol

I drove 1.5 hours and purchased an S88 MK3 from Guitar Center in Fredericksburg, Va on Saturday. It was sold to me as new, boxed, with all contents intact. I went to add the serial number to my Native Access account and it said the serial number is already associated with another account. I contacted the store, who said they didn't know how that could happen because it's new.

I opened a case with NI support on 3/29 that included a photo of the serial number from the bottom of the unit, a picture of my Guitar Center receipt, and a picture of the serial number card included in the box.

This morning, my NI support case was updated basically repeating the subject of my case and requesting the documents that were already attached to the case. I have responded and asked for updates, with no responses all day. I paid the price for a new unit, but have had a terrible experience thus far.

Is there anyway to escalate or get common sense assistance?

Answers

  • maniacintosh81
    maniacintosh81 Member Posts: 829 Expert
    edited March 31

    Was the box still sealed with stickers? As that unit is already registered to another account usually someone must have opened that box to get its serial.

    Had two hardware transfer tickets with NI support last week. Both were resolved within less than 24 hours by NI support. But had no weekend like in your case and both were real second hand buys.

  • TammuzRa
    TammuzRa Member Posts: 5 Newcomer

    Yeah, it was sealed with a little envelope with stickers and the registration card. I'm still waiting…

  • TammuzRa
    TammuzRa Member Posts: 5 Newcomer

    I even opened a new support case today. Nothing. It's not a good look.

  • PK The DJ
    PK The DJ Member Posts: 2,472 Expert

    From what you've said, it's hardly Native Instruments fault if Guitar Center resold a returned unit after someone registered it.

    Search the forum for "Guitar Center" and you'll see multiple posts from people who've had similar experiences with G.C.

  • TammuzRa
    TammuzRa Member Posts: 5 Newcomer

    I don't fault NI for Guitar Center's screw up. I fault NI for getting a support request on Saturday, with all necessary documentation, and still not responding by Monday evening.

  • Vocalpoint
    Vocalpoint Member Posts: 3,447 Expert
    edited April 1
    https://community.native-instruments.com/discussion/comment/219318#Comment_219318

    NI Support does not work on the weekends.

    That is what it is. They will get back you.

    Patience wins the day.

    VP

  • TammuzRa
    TammuzRa Member Posts: 5 Newcomer

    My case got resolved this morning. I have to say, the Komplete Kontrol S88 MK3, when fully operational is AMAZING.

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