Preface: Bought a SL49 MKIII via their online portal and picked it up on site. Asked the employee if everything was in the box... 'should be,' seemed uninterested so I went home. Never make the mistake of not checking your product before leaving, that was my naivety. Product was missing usb cable, plastic covering was removed and it was dusty. The product also had the wrong price tag on it. Lastly, the registration number and booklet (which I so wrongly referred to as a manual) was also missing. Obviously, I let them know and the owner was cool about it explaining that he'd reach out to Novation.
One thing that seemed professional was that Brian maintained the same policy throughout the transaction. 5% back or a full refund.
Fast forward to about two weeks later and I inquired about the soft synths that come with registration, apparently Novation hadn't gotten back to them. At this point Brian went ahead and refunded me the 5%. I didn't want to hold on to this as I was curious as to the value of the free Novation package. When it came to the 50$ discrepancy on the price tag, it was completely ignored. Something felt wrong and I decided I would rather have the new product like I originally decided. It's understandable that something might've happened with Novation so I tried to forget about it and took the product in a few days later. Communication was ok, the owner makes his phone number readily available, whatever happened to the product seemed a mystery.
When I tried to return the product, the same dude who handed me the product tried to tell me how ridiculous it was to return a product just because it was missing a manual. I tried to get through that the software was inaccessible and eventually he processed my return. It was just strange that this guy seemed ready for a combative back and forth for a product that he failed to check and wasn't really involved in. To top it all off Brian emailed me a few days after the return and tried to tell me that these products didn't even come with registration codes and that I was dead wrong.
It was a condescending end to what I could only call an unfortunate series of events. And I ended up getting the product from someone else which included the 'registration guide.' It was just extremely disingenuous as the owner kept apologizing throughout YET NEVER TOOK RESPONSIBILITY! I don't believe the customer is always right but throughout, I felt completely belittled by the two people I spoke too. Someone has to hold on to the product and they are held culpable for the missing items, not the parent company. read more