How good/bad is NI about repairing/replacing defective hardware, specifically S4?
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How good/bad is NI about repairing/replacing defective hardware, specifically S4? Posted on: 23.12.2010 by Marylyn Vine 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. | |
| Marylyn Vine 24.12.2010 |
Originally Posted by Karlos Santos
Please don't get me wrong. I'm not saying S4 is a bad product or anything. It's an awesome concept and pretty good implementation, but there is no arguing it has obvious design flaws that need to be fixed. The one mentioned here is just something that was serious enough for me to consider returning/repairing the unit. However, there are other issues as well. Most of them aren't unique to my S4... I still want to hear from those who had to repair/replace their S4 and/or other products with NI. What's your experience with that? I'm expecting bad things, but I just want to know how bad so I don't put myself in an even worse situation than the one I'm in right now. I mean I might just fix the button myself and not bother dealing with NI's support, but I want to be able to make an intelligent and informed decision which is why this discussion is important. |
| Leeanna Ayla 24.12.2010 | I've only seen a few people that have actually had to send their units back to NI and it seems they've had gone pretty painless.
Originally Posted by jfd6812
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| Marylyn Vine 23.12.2010 | 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. |
| Karma Lucha 02.03.2011 | The bigger the company and more people they serve, the worse the customer service. Thats the way it usually goes and Native Instruments is a great example with long case waits with often question dodging frustrating responses. My S4's A fader is buggy but from my own fault (spilt beer), I should be able to clean the faders but I cant, which to me is a huge design flaw. |
| Omar Nila 02.03.2011 | In my experience my s4 fader broke down, i emailed Ni and they told me to contact the store i bought it from and if that didnt work send them another email, this email came within 3 days. After phoning the store i bought it from they said just bring it down once i was down there guy plugs it into one of the macbooks setup in the store and he established it had a bad Hid/Midi signal being sent and took it off my hands, pretty much told me as soon as they got more in they'd give me a buzz and i could come pick it up. Only reason i couldn't get it then and there is because they have none left in the country within there melbourne or sydney stores so i've had a good experience with them i guess :S |
| Andree Ganas 02.03.2011 | From experience sending back a defective X1, submit a ticket and call them. The phone is your friend. It will facilitate the repair/replacement. |
| Marylyn Vine 28.02.2011 | If you live in US or Canada, you send it back to NI's office in LA. From other locations, it probably has to go to Germany. You can find the addresses here (you'll need to scroll down) |
| Matthew Yanagisawa 28.02.2011 | It goes to US or Germany? |
| Marylyn Vine 28.02.2011 | In case anyone is interested, I got my replacement S4 from NI. It took about two months from the moment I submitted a support request (12/23/2010) to the day I got my replacement (02/25/2011). They did send me a brand new unit which I'm quite pleased with. A few recommendations to those planning on going through the replacement process (for whatever reason).
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| Marylyn Vine 27.12.2010 | Thanks, armyofme4340! This is obviously not very encouraging, but still very helpful. Anyone else? |
| Joannie Brague 27.12.2010 | NI has the absolute worst customer service I've ever experienced. My X1 broke and I sent it in back in September I received my replacement mid December. I called numerous times, emailed numerous times, nothing worked. They "didn't process" my replacement 2x. And the wait time if you even get through is at least 30 mins. I even filled a complaint with the BBB. Horrible! I also ordered a Rig Kontrol during the thanksgiving sale, and they said they sold them without realizing they were sold out. I only found out about this like 2 days ago. They said they would credit my card back and give me a coupon code for the same 50% off to purchase one when they were back on sale. No coupon code was attached to the email, i've emailed them about 10 times. Still no code. The last thing I want to do is wait for 30 mins to hopefully get through on the phone for a coupon code. Sorry to go off on a tangent, but if you want your unit fixed or replaced, be prepared to be without one for a while, especially since they are completely sold-out. Best of luck though. |
| Maudie Ellars 27.12.2010 | Hey All, I bought my S4 from here as these guys switched me onto the digital side of DJing and I'm always keen to give cash to 'real' companies than big business... ...ANYWAY, I placed my order, waited 6 weeks, got my S4 and BOOOM! Worst evening mare - before I'd even finished upacking, I'd noticed the left jog was MUCH stiffer than the right (which seemed perfect). To cut this story short, I placed my order very early November... The guys at Techtools have been great. I'm in the UK so I assume you can see what is building... NI on the other hand, have taken international phone calls from me and left me with rather long holds. The buffoons didn't even get back to me even though they said they would (even though I'd explained my call costs). It's now been nearly 2 months since I spent a rather large amount of money and I still have no S4. I'm about 12 emails deep and awaiting some german sales dude to send me a new one as they'd admitted the unit was faulty... Lets just say that if someone else had a serious competitor to this product, my credit card company would be on the case and I'd be with them. |
| Marylyn Vine 24.12.2010 |
Originally Posted by Karlos Santos
Please don't get me wrong. I'm not saying S4 is a bad product or anything. It's an awesome concept and pretty good implementation, but there is no arguing it has obvious design flaws that need to be fixed. The one mentioned here is just something that was serious enough for me to consider returning/repairing the unit. However, there are other issues as well. Most of them aren't unique to my S4... I still want to hear from those who had to repair/replace their S4 and/or other products with NI. What's your experience with that? I'm expecting bad things, but I just want to know how bad so I don't put myself in an even worse situation than the one I'm in right now. I mean I might just fix the button myself and not bother dealing with NI's support, but I want to be able to make an intelligent and informed decision which is why this discussion is important. |
| nayit ruiz jaramillo 24.12.2010 | There is no second batch. The whole "second batch" thing was bullshit made up by some store to get business. |
| Nedra Fresneda 24.12.2010 | so..... you guys know if the units shipping now are 2nd batch? I've been struggling for the past 2 months and mine arrives on tuesday and I REALLY hope it has no hard issues. I know no one is working for NI and it would be rare if anyone has inside info on this, but my paranoid self needs to ask. hey karlos :B |
| Eloy Snopkowski 24.12.2010 | first batch got rushed... its happened to me too seem to be rare but i hate being the beta tester. Cue mix button dosent fit perfectly, fx button skip, jog whell prob , phone jack problem , fx bank knob are loose compared to some others. |
| Leeanna Ayla 24.12.2010 | I've only seen a few people that have actually had to send their units back to NI and it seems they've had gone pretty painless.
Originally Posted by jfd6812
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| Jerome Burruss 24.12.2010 | Mh left jog wheel doesn't respond, and a NI tech sent me a free shipping label with allt he instructions to send it back. Still haven't sent it back yet, will probably wait until after the holidays as to get it back faster from them. |
| Onie Sarandos 23.12.2010 | I don't know about repairs, but seeing as NI is horrendous at responding to help questions anyway, I wouldn't hold your breath for a good result. |
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