Complaint Regarding Unresolved Repair Process

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

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Comments

PoorFellow

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

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

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

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

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

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

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

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

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.

Best regards,
Danilo

danilones

@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

Some screenshots to share my point:

Mert_NI

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☺️

danilones

@Mert_NI

Hello Mert,

Thank you for your reply.

Unfortunately I am here again to report this situation that has reached the point of absurdity. I will list it in points to simplify the understanding. Take a breath and some popcorn:

December 4, 2024
– When I started support for the repair of my Maschine Studio.

December 12, 2024
– I sent the Maschine Studio to Native Instruments Repair Centre by Parcel Force. £74.97 to send.

December 30, 2024
– I have received confirmation that my Machine Studio is at the local depot or Parcelshop and the recipient (you at Native Instruments) has been informed that it needs to be collected. The tracking code is: E——-B

January 10, 2025
– I contacted Matthias to find out if the parcel has been collected. No response.

January 22, 2025
– I contacted Matthias again. No response.

January 29, 2025
– I contacted Matthias again. No response

January 31, 2025
– I sent the tracking code again so Matthias could locate the package.

February 8, 2025
– I have not received any response about anything.

February 20, 2025
– The DHL returns the parcel for the FIRST TIME.

––––––––––––––

April 07, 2025
– I sent the Maschine Studio to Native Instruments Repair Center, again. £53.17 to send

April 11, 2025
– The parcel arrives at the same depot. DE63739 (Attached)

April 16, 2025
– I sent an email advising that it needs to be collected by the NI Repair Centre.

May 01, 2025
– The DHL returns the parcel for the SECOND TIME. No one from NI Repair Centre.

––––––––––––––

May 06, 2025
– I receive a new Proforma Invoice and schedule the same-day collection with UPS.

May 13, 2025
– UPS returns the parcel because the Proforma Invoice sent by NI did not have the correct information (PDF attached). This is the THIRD TIME.

May 15, 2025
– I receive a new Proforma Invoice and schedule the shipment with UPS

May 21, 2025
– The parcel arrived at depot DE63739 and I sent an email to Matthias informing him that it is ready for collection.

May 26, 2025
– Matthias responds to me informing me that he has requested the NI Repair Centre to collect it.

––––––––––––––

May 28, 2025
– Matthias sends me the price for the repair service and I do it the same day.
Total £169.00. Proof of payment attached.

––––––––––––––

June 17, 2025
– I received the Maschine Studio by UPS and it is NOT working.

––––––––––––––

@Mert_NI

Let's be honest.

This process has gone beyond acceptable limits regarding the quality of service provided by NI, due to the lack of consideration for the consumer and us as people.

We need to resolve this urgently and effectively.

I see 3 options:

1 – Request a refund for all the money I spent, throw away this product and report this incident to other consumers as much as I can. After all, what's the point of buying an expensive product and not having technical support when needed?

2 – Legally access my consumer rights and research what I can do legally.

3 – You at Native Instruments send me a new product (urgently) to replace this one that doesn't work. My work has been on hold for 6 months because of this chaotic process. So, no more emails, no more attempts, no more waiting. Just send me a new product ASAP.

I look forward to hearing from you.

Regards,
Danilo

PoorFellow

https://community.native-instruments.com/discussion/comment/230951#Comment_230951

Because the PDF document that you posted includes personal details such as you address info then I have removed it and will forward it to N.I. staff as a PM on your behalf.

What you have experienced of course is not OK so I will also make sure to alert Jeremy_NI of the issue in case that Mert_NI is not around.

danilones

@PoorFellow

Thank you very much for your attention, I really appreciate it.

I was so upset when I received the non-working product that I didn't even notice.

All emails, invoices, track numbers, photos are collected and I am grouping all the information into a single PDF.

If you would like a copy, I will send it to a private email.

Kind regards,
Danilo

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