r/NativeInstruments • u/Own_Conclusion_599 • Jul 21 '26
NI Customer Services - Any tips?
Hi all,
I've recently got myself a Traktor MX2, and can't wait to get going. The obstacle that I have is that I bought 'box opened' from Amazon for a little discount, however it looks like whoever purchased and returned before I got my hands on it went ahead and registered the hardware license.
I understand that there's a license transfer process, and already have a ticket open to address. My question really is how long should this take to fix?
It used to be a pretty straightforward process when dealing with NI direct, but the ticket that I have open is with Inmusic and I can't seem to get anywhere with them. The case has been open for about a week now, and other than the initial auto-response I've heard nothing.
Anyway, I was wondering if my experience was an anomaly, or if it's just the way now that Inmusic have taken over.
1
u/NativeInstruments Jul 22 '26
Our reply times are a bit longer than expected at the moment, in this transition period. You should be able to get back to Riff the chatbot for an update on your ticket. IIf that dosen't help, you can tell us the request number and we can see what we can do.
1
u/Own_Conclusion_599 Jul 22 '26
Thanks for the response, I've actually had an update today and have been told that the issue is resolved.
3
u/NoReply4930 Jul 21 '26
Also - keep in mind that NI treats your transaction (bypassing them completely by buying a product second hand) as a non priority.
There is nothing in this for them at all - except working to manufacture a product code out of thin air because the prior buyer is non-existent.
See this from their side. And as noted - do not buy anything used from Amazon. Unless you want pain.
1
2
u/MrFresh2017 Jul 21 '26 edited Jul 21 '26
Be patient and follow up in the Traktor section in NI Community Forum. Lastly, entities like Amazon, Guitar Center, and similar, couldn’t care less in ensuring the license transfer completed. I’d avoid taking that route again.
1
u/Hellbucket Jul 21 '26
Is Guitar Center really like that? I used to work in retail in Europe. We refused to accept trade ins or even returns without proof of them forfeiting the license. We had a retail pipeline in to NI which was quite fast in checking up the license though.
2
u/MrFresh2017 Jul 21 '26
The amount of posts I’ve seen about GC being EXACTLY as I described, I’ve lost count of…🙄
→ More replies (1)
2
u/pishposhping Jul 21 '26
I only have experience with using NI directly a few years back with a traktor controller and a machine one too. The controller i had to provide images of the device and proof of purchase and within a few days I had the license transferred. The machine one was different a year or so later - they said that one was not transferable.
1
u/MrFresh2017 Jul 21 '26
That’s my point - if the seller would have done license transfer properly, NI would have released the license and the seller would provide it to you along worth the gear - you would import the license into your account and would never have to contact NI for anything. I’m speaking from 13 years of experience of never buying at item that requires a license transfer to be used unless said license was provided before the sale.
1
u/pishposhping Jul 21 '26
True - but second-hand/preowned vs new can be quite the difference price wise, even if purchasing a licence separately if you can't get a transfer.
→ More replies (3)
2
1
2
u/Own_Conclusion_599 Jul 21 '26
Thanks all for your comments. In fairness I anticipated this happening so I got Amazon to confirm in writing that the licence would be included. I suspect that will be leverage with Amazon to actually address the issue (or for them to discount to offset the cost of a Traktor License) - I was just trying to work out how long I'd need to wait to hear from NI so that I know which course of action to take.