Complaint Regarding Unresolved Repair Process

danilones · May 1

I am writing to formally express my deep dissatisfaction with the ongoing issues I have experienced regarding the repair of my Maschine Studio 2 SB, which is practically new and has been used no more than three times.

Since November 2024, the device has stopped functioning, and despite numerous attempts to resolve the problem, I have made no progress. I have sent the unit to your Repair Center in Germany twice from my location in London, UK. On both occasions, the package was returned to me because no one came to collect it as previously arranged—most recently today, 1st May 2025.

To make matters worse, there is no authorized repair service available here in London, and the technical support provided by Native Instruments has been incredibly slow and ineffective throughout this process.

At this point, I feel entirely let down. I am left with a nearly unused but non-functioning product, no working repair options, and approximately £120 lost in shipping costs. My final and only recourse seems to be discarding the device, which is completely unacceptable for a product of this quality and price point.

I request an immediate and concrete solution to this issue—whether that be a full refund, a replacement unit, or an efficient repair process with proper logistical coordination. I also expect reimbursement for the costs I have incurred due to this failed process.

I look forward to your urgent response.
Danilo

PoorFellow · May 1

https://community.native-instruments.com/discussion/44841/complaint-regarding-unresolved-repair-process

What you have experienced of course is not OK and should be taken care of ASAP. Problem is that generally then N.I. support handles all N.I. support matters and the forum Customer Care that usually is here on week days can only liaise to support and check up on things , which actually would do a lot help here. There is however some problems with that since the forum Customer Care specialist that usually handles things like this (act to clear up support hiccups) he is gone for the rest of the week and another community employee is also not yet back. I can try calling for another Customer Care employee but I do not know if he is here at the moment eiither else then it's possible that we can not do anything via the forum contacts until Monday or later.

@Mert_NI , are you around ? if so then could you possibly check this problem ?

Mark Oxley · May 1

Disgusting, disturbing but not entirely surprising given NI's recent customer support record.

Hopefully someone from NI will see this and pull out all the stops to put this ridiculous situation right.

I would expect nothing less than they arrange collection from yourself with priority door to door shipping at their expense and prioritize a repair or replacement. It would also be nice if they offer some form of compensation in the way of some vouchers.

PK The DJ · May 1

I don't understand the comment about "no one came to collect it" after you say that you sent it.

If you sent it, then it's gone. Why would somebody be coming to collect it?

You also say it was returned because of this. In order to be returned it must have been sent - so why would anyone be coming to collect it?

🤪

maniacintosh81 · May 1

Well, something went wrong with your parcel. Not sure what. But in fact the return label states that it wasn‘t picked up by recipient. Not sure where it had to be picked up though. Any information in parcel tracking where in Germany your parcel waited for pickup?

Maybe something wrong with your customs declaration? As UK isn‘t part of EU anymore there are usually import duties. There is the possibility of an exemption for goods send for repair. But there are requirements for recipients for that.

I expect most likely a customs issue here. I think for whatever reason customs office levied import duties on your parcel and kept it in office for pickup after payment. I am pretty sure that NI won‘t pay these import duties and pick your parcel up there.

PoorFellow · May 1

If for some reason that there were any amount to be paid by N.I. to get the parcel , for whatever reason , then I think that that typically would lead to the parcel being rejected or not picked up - while i also agree that the whole 'N.I. having to pick up the parcel' sounds strange unless it were rejected to be accepted at delivery. But even if there were such a problem then N.I. should have sent some communication regarding the matter … So it's a mystery to me and it needs someone N.I. to look into it.

Mert_NI · May 2

https://community.native-instruments.com/discussion/44841/complaint-regarding-unresolved-repair-process

Hello danilones, we are sincerely sorry for your frustration. I shared your frustration and your request to the related team so they will get back to you as soon as possible. Once again, we are sorry for your frustration.

I hope this helps☺️

danilones · May 3

https://community.native-instruments.com/discussion/comment/224328#Comment_224328

Many thanks for your support, Mark.
Really appreciated.
Danilo

https://community.native-instruments.com/discussion/comment/224329#Comment_224329

Hi PK The DJ,

I hope you are well and I will explain what happened.

The NI Repair Center in Germany is actually a large electronics repair center service in Obernburg, Germany.

When sending the parcel to the address, the parcel needs to be collected by Native Instruments at the local post office.

I have an email from NI technical support saying that they would collect the parcel and this did not happen, for the second time. So the post office itself returned the parcel because no one came to collect it.

Danilo

danilones · May 3

https://community.native-instruments.com/discussion/comment/224336#Comment_224336

I hope this message finds you well.

The NI Repair Center in Germany is actually a large electronics repair center service in Obernburg, Germany.

According to the instructions provided, the parcel I sent was to be collected by Native Instruments from the local post office. I received confirmation from NI Technical Support via email that this collection would take place. However, for the second time, the parcel was not picked up, and as a result, the post office returned it to me.

Best regards,
Danilo

danilones · May 3

I PoorFellow

I hope this message finds you well.

The NI Repair Center in Germany is actually a large electronics repair center service in Obernburg, Germany.

According to the instructions provided, the parcel I sent was to be collected by Native Instruments from the local post office. I received confirmation from NI Technical Support via email that this collection would take place. However, for the second time, the parcel was not picked up, and as a result, the post office returned it to me.

Best regards,
Danilo

danilones · May 3

@Mert_NI

I hope this message finds you well.

I just want some simple, straightforward and quick solution where we can solve this together.

Honestly, this is my last attempt before discarding this Maschine Studio.

Best regards,
Danilo

danilones · May 3

Some screenshots to share my point:

Mert_NI · May 5

https://community.native-instruments.com/discussion/comment/224589#Comment_224589

Hello danilones, in these kind of issues, we can't see the order's location or the process. To do that there is a specifi department which have access to the informations there. I escalated your ticket to that department already and it seems like it is assigned to the related agent, so you should get an answer soon. As I don't know their workload it is hard to say an exact time but please be sure that they will get back to you as soon as possible.

I hope this helps☺️

Complaint Regarding Unresolved Repair Process

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