Reply to How good/bad is NI about repairing/replacing defective hardware, specifically S4?

Hi,

I hate to say it, but I'm having a mechanical problem with my just-a-little-over-a-month-old S4 unit One of the FX assign buttons started to "skip" when you press it, which is quite annoying when you try to quickly assign an FX to the channel and find yourself pressing the button like 10 times before it lights up. Here is a video showing the problem.

http://www.youtube.com/watch?v=RUiibms6Jdw

I've already submitted a support case to NI and am currently awaiting on their response. In the meantime, I would like to ask DJTT community members if you had any experience with NI and this type of problems and if so then how good/bad is NI about repairing/replacing defective hardware?

I'm just trying to find out what to expect from them. Are they going to try and deny everything convincing me that this is normal behavior? Are they likely to admit there is a problem and repair the unit? Who is covering the shipping cost in that case? Also, if it comes to replacing the unit, can I expect a brand new factory-sealed one or some scratched god-knows-where-it-came-from re-stocked one that is "as good as new"? Only asking because it happened to me before with other products... Please let me know especially if you had to return an S4 already.

Another question is how long is the warranty good for? Should I wait for that mysterious "second revision" of S4 before sending mine in for repair/replacement?

Thanks in advance for any information you may have on this.