Hi,**I recently had to send back a defective S* for repairs and I'm extremely unhappy w...

GetHuman-gbacce's customer service issue with Native Instruments from October 2019

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The issue in GetHuman-gbacce's own words
Hi,**I recently had to send back a defective S* for repairs and I'm extremely unhappy with the final resolution - it really is unacceptable. I just want to say in advance - I don't mean to direct any of this unhappiness towards you, the customer support rep, just against the company's policies in general. And I do appreciate your help in reaching a satisfactory resolution.**So I paid full price for a brand new S* and that is exactly what I expect to receive in return for the money - a brand new S*, no hassle.**Instead, this has turned into a nightmare. I received a defective unit, which Native Instruments quality control should have caught - that is their responsibility.**Instead, I received a defective unit, and apparently the expectation is on me as the consumer to accept ?**Again, I paid full-price for a brand new S*. I would expect to receive a brand new S* for that money. I don't know if you understand what a big investment this is to me, how carefully I weighed it, how many other things I gave up to have this.**What happened instead - I first had to send back the S* for repairs. Between shipping materials and transportation to buy materials and drop off the package, this ended up costing me personally an additional $** and most of an afternoon. Already a huge cost incurred to me, again for something that should have been caught by quality control in the first place.**Then, I have to wait * weeks to receive my unit back. I understand typical waiting times are * to * weeks, which is already a long time when you've already purchased a unit you expect to be functional from the start. I had to wait nearly * months to even be able to use my unit after purchasing it, apparently due to an error at the warehouse. I got a $** voucher back, but that doesn't even make up for half the shipping costs I paid to send it over, let alone all the time wasted.**And now, what I am most unhappy about. I didn't even receive the same unit in return. I got a refurbished unit.**I paid full price for my S*, and in return got a refurbished unit. That is unacceptable. It's not the same value at all. If I wanted a refurbished unit, I would have purchased one from the beginning. I don't want a refurbished unit, that's why I purchased a brand new one and paid the full cost. This is an investment I expect to have for years and years, I gave up a lot for this. I expect a new unit, not a refurbished one. There's some small, visible scuffs on it. I don't know where it's been before or what's happened to it. It feels like a slap in the face.**Honestly, I just feel robbed here. I paid full price for an S*, I would expect what anybody else would receive for that price. A brand new, working S*. Instead, I just got robbed. Quality control missed a defect and it seems I'm expected to pay all the costs myself. Again, $** and an afternoon to get this thing shipped, nearly * months spent waiting, and at the end of all of this a replacement that's not even worth the value of the original and not what I paid for.**I've never felt so cheated by a company and honestly I'm harboring a lot of ill will towards Native Instruments right now if this is to be the final resolution of the issue.**If I can just send back this unit and receive a voucher for a brand new S* in exchange, I'd be okay with that. But to be expected to just receive a refurbished unit and just never receive a brand new S* at all, which is exactly what I paid for, after going through all this hassle and having paid full price for it is a slap in the face. The fault lies with quality control here, I don't know why I should be expected to bear all these costs. It's insulting.

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Native Instruments

Customer service issue
Reported by GetHuman-gbacce
Oct 16th, 2019 - 2 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 190 others
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GetHuman-gbacce started working on this issue
Oct 16th, 2019 5:52pm