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 arrangedβmost 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 Β£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 issueβwhether 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