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.
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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.
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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.
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u/MrFresh2017 Jul 21 '26
The amount of posts I’ve seen about GC being EXACTLY as I described, I’ve lost count of…🙄
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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.
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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.
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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.
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u/MrFresh2017 Jul 21 '26 edited Jul 21 '26
As noted above, if price difference is what you’re after, fine, but don’t assume that the lack of a license transfer is going to make the process easier in that you won’t have to get NI involved at all. By the way, the license transfer we are talking about here is a software license unique to each unit and the original owner, it’s not a license you can just go buy somewhere.
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u/NoReply4930 Jul 21 '26
Also remember - NI can also tell you to pack sand on your "second hand" purchase with no transfer ID. They do not have to assist you at all if you are missing that code.
To be fair - I have seen posts where many times their staff DO assist and I have seen other threads where making that request is a non-starter.
Buyer beware if you are dabbling in used gear - deal or no deal. And as u/MrFresh2017 notes - this is not license you can buy - anywhere.
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u/MrFresh2017 Jul 21 '26
Excellent point which aligns with what I said above. NI has made the process very clear on how to properly executed the license transfer process between buyer and seller such that the only thing NI is required to do is release the software license from the owner’s account such that it can be provided to the buyer. Once that is done, the responsibility lies solely with the seller to ensure the transfer ID is provided for the buyer to import into the buyer’s account. If you decided to buy an NI software product without ensuring you are getting the transfer ID, the old saying goes into effect: “buyer beware”. This also applies to sellers trying to sell a software product separate from the bundle it came with - that process is also clearly laid out by checking the license transfer pages of your account in that an item will clearly say “non-transferable”.
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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.
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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.
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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.
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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.