Rekordbox agent refused to transfer DJ license

I bought an DDJ RZ as a second hand last weekend, the seller told me he will deactivate the DJ license but that was the last time I heard of him. SO I contacted Luana @ Pioneer and explained the whole situation and politely asked if they can somehow transfer the SAME REKORDBOX KEY that matches the SERIAL # on the back of the controller and I even sent pictures to prove that Iam a new owner. This is the response I got from Pioneer

"Because the unit is used, you will need to work this issue out with the seller"

Are you serious? Why would I ask for your help if I worked everything out with the seller? Im asking for a help because the seller STOPPED CONTACT and theres not WAY I can reach him. According to Pioneer it says "You get a rekordbox dj licence key bundled with this controller." Iam not asking to transfer some random license key so I can use my controller Iam asking to transfer the key printed on back of my controller to my name so I can use it.

Im a huge fan of Pioneer I owned pretty much all controller and my last purchase was pair of CDJ2000nexus and DJM 900SRT but this experience really left bad impression how to treat a customer, especially a loyal one.

I will also repost this on other social media and DJ forums to warn everyone because IT SUCKS TO SPEND ANOTHER $130 dollars that you shouldnt be spending in the first place!, to me this is nothing more than a greed at its best.

jae chung March 09, 2017 02:24 Answered

Official comment

I'll give you the same answer that all Pioneer DJ support agents will...

The license included with the hardware is not tied to the hardware; the key number on the back of the hardware is not for rekordbox dj, it's a reference key for the production teams.

When a user purchases a Pioneer DJ product which includes a license for rekordbox dj, those are two separate items bundled into one purchase; hardware and software. If the original owner then decides to sell the hardware, but keep the software, they have the right to do so. The new hardware owner can either purchase a rekordbox dj license or use the hardware with another application. If the seller intended to include the rekordbox license, but did not deactivate it, we are unable to simply remove their ownership of that serial number as we could potentially put ourselves in a situation where the buyer claims they are the new owner and sole user of that license key, but then the previous owner tries to claim they are the rightful owner as it's registered in their name, thus a he-said-she-said situation.

I'm sorry you are upset by this policy, but this has nothing to do with greed on our behalf. You can ask the seller to deactivate the license from his computer(s), and once that is done and the license is no longer locked, you can then have the ownership transferred to your name / email address where you can activate it on your computer(s).

Pulse March 23, 2017 17:26

Post is closed for comments.

Date Votes

4 comments

First of Im not upset at all, just absolutely blown away as to how Pioneer DJ decided to handle my situation. So a little more than 2 weeks later I still cant use my RZ because my request has been denied.

"The new hardware owner can either purchase a rekordbox dj license"- This sure sounds like another opportunity to SELL, proves my point about greed

"You can ask the seller to deactivate the license from his computer(s)"- Geez did you actually read what I said? If I was able to do that then why would I ask for help here?

Its amazing that a near-top of the line controller that cost $2000 software still has to purchased to a second -hand owner, I NEVER has any problem with Serato and Native Instrument.

DDJ SZ (which I owned)is a plug-and-play with Serato DJ and require no further activation or licences. Instead you guys decided to take away so that you guys can sell more Rekordbox licenses, hows that not a greed?

Im done with you guys, looks like timing is perfect to switch to Dennon DJ :)

Goodbye!!!

jae chung March 24, 2017 03:47 1 vote

-4

I see you have also ignored my response to your ticket, so I'll post a reply to you here.

It's you who is being greedy in expecting to get something which does not automatically come to you for free. Your request was denied because you're asking us to give you the license for software you don't own. If the seller isn't communicating with you, it not our responsibility to get him to do so, nor can we transfer the license if he has not deactivated it. You should have better communicated the terms of your purchase with the seller. If it wasn't made clear that they were including the rekordbox license, it's not our fault, and you don't simply get a free license for the software because you have the hardware, regardless of how much you paid for it.

Sorry, but you're incorrect with one statement... if you're buying a second-hand Native Instruments product, much like rekordbox, you do not automatically get a license for Traktor - only if the original owner transfers it to you, hence the existence of this support article on their website.

The way Serato works with their licensing is twofold; basic functionality of the core features of the software are tied to the hardware which acts as a "dongle" or "hardware key" to unlock the software. With the appropriate hardware connected, the software unlocks. If you bought a DDJ-SB2, it wouldn't unlock Serato DJ as that hardware is not licensed for it -- you would have to pay to have a Serato DJ license, even if you already own a DDJ-SZ which DOES unlock it. Just because you own a DDJ-SZ doesn't mean you get unrestricted use of Serato DJ for all your hardware.

Pulse March 24, 2017 04:25 -4 votes

-4

I am closing this topic, should you wish to continue communication you may do so through your existing ticket.

Pulse March 24, 2017 04:25 -4 votes