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

[popoff44]

Thanks, armyofme4340! This is obviously not very encouraging, but still very helpful. Anyone else?

[popoff44]

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).

• Create a support case with a clear description of the problem then call local support department in a day or two; You will not get anywhere if you continue to communicate with them via email. Plus, they have a long line of people waiting for their shipping labels. If you don't want to wait too long, call them and they will put you ahead of the line.
  
  
• Do not send anything other than the controller itself. You will not get it back. I made a mistake of sending my S4 back in its original box. Now I don't have it anymore. They ship you a "hardware only" version as a replacement. It's brand new and everything, but the package doesn't include anything other than the S4 and some stickers Obviously, don't send any cords or other accessories either.
  
  
• Do not hope for an S4 from another batch. They are all the same. The one I got back doesn't have the original problem, but it's the exact same overall build quality

[Quenepas]

It goes to US or Germany?

[popoff44]

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)

[rhombus_77]

From experience sending back a defective X1, submit a ticket and call them. The phone is your friend. It will facilitate the repair/replacement.

[DJMilk3y]

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

[alex8337]

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.

[RepairDJGear]

Hey all!

Maybe this will help you figure out the issue with your NI gear.




We repair dj gear and all kinds of audio equipment.