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Korg Forums A forum for Korg product users and musicians around the world. Moderated Independently. Owned by Irish Acts Recording Studio & hosted by KORG USA
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Minneapolis Musician Full Member
Joined: 01 Jul 2015 Posts: 193 Location: Minneapolis
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Posted: Thu Dec 17, 2015 4:57 pm Post subject: Korg has terrible tech support - example |
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Imagine trying to solve a technical problem through email only, where it takes 2-3 *business days* between replies.
That's Korg's "customer service."
1) You cannot talk to a technician. You have to send an email.
2) If you send your question on a Thursday, they may not even reply until the next week on Tuesday!
3) When their email back to you arrives, it might say, "Have you read the manual? Look at page X"
4) So you reply "I did read the manual, this seems to be a defect."
5) In another 2 to 5 days, their reply comes: "Did you make a mistake and not do X or Y"?
This could take weeks at this snail speed.
Clearly, they need to have a person you can TALK to. If your issue is covered in the manual, they need to tell you the pages and that's it.
They should not have to give personal training over the phone. You have to read the manual.
BUT if your issue is not covered, they need to help you as you sit at your keyboard.
AND, if your unit is defective, they need to help you get it fixed or replaced as soon as possible.
I understand that many people fail to read or understand the manual on something as complex as the PA series arrangers. But they need to let you talk to a person to determine that. _________________ Synth song of mine: https://www.reverbnation.com/glenngalen/song/21469847-searching-and-believing-synth-beat
PA4x harmonies, Beach Boys song: https://youtu.be/3drsnU6j8Po?t=3m25s
All songs: http://www.reverbnation.com/GlennGalen |
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Nemik Approved Merchant
Joined: 27 Jan 2014 Posts: 1725 Location: Hilton Head Island, SC
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Posted: Thu Dec 17, 2015 8:17 pm Post subject: |
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I love Korg, but I hate Korg USA Corporation customer service !!!
Wasting time try to work something right with them. _________________ Nemik
Korg Kronos2-61, Korg Pa600, Novation UltraNova, Akai Professional MPK49, Akai Professional MPK225 , Alesis QX-49, APC25 Keys, Launchpad MK2, Korg nanoPad2
MOTU Midi Express XT, FCB1010 with UnO, Behringer X2222 USB, TASCAM Model 24 Mixer, Presonus AudioBox96, M-Track Plus
Fl Studio 12, Ableton Live 10 Suite.
Performers Heaven |
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Salto Junior Member
Joined: 03 Feb 2012 Posts: 93 Location: Los Angeles, CA
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Posted: Thu Dec 17, 2015 9:36 pm Post subject: |
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I love my Korg Boards, but I am with you on this. I wouldn't start this thread but it is true.
Their support is non-existent for my purposes. I can't even consider calling them, because I need answers now....Not in a few days.....
I am guessing they just get slammed with calls and it is too overwhelming to staff to handle the glut of calls..
Wish I could do that with my clients. Get paid and then never have to deal with them again........... _________________ SteveA
www.stevealtonian.com
Korg PA 4X 76-Korg Triton Extreme-Breedlove American C25-Fishman Artist Acoustic Guitar Amp-Tascam DP 24 Digital Multitrack |
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Minneapolis Musician Full Member
Joined: 01 Jul 2015 Posts: 193 Location: Minneapolis
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Posted: Thu Dec 17, 2015 10:04 pm Post subject: Korg lack of real support |
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I, too, own a business. It's a software business. When my corporate clients call with a problem, they have my cell phone number. I get it fixed ASAP.
I hear from a distributor that Korg customer support was expensive because people would not read the manuals and expect personalized training over the phone.
I get that.
But they NEED to have a way to screen calls, and deal with real issues involving hardware and software glitches.
How is the competition on customer support, I wonder? Yamaha, Keytron, Roland? _________________ Synth song of mine: https://www.reverbnation.com/glenngalen/song/21469847-searching-and-believing-synth-beat
PA4x harmonies, Beach Boys song: https://youtu.be/3drsnU6j8Po?t=3m25s
All songs: http://www.reverbnation.com/GlennGalen
Last edited by Minneapolis Musician on Thu Dec 17, 2015 10:27 pm; edited 1 time in total |
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Sam CA Platinum Member
Joined: 02 May 2008 Posts: 3990 Location: Los Angeles
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Posted: Thu Dec 17, 2015 10:17 pm Post subject: |
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Once upon a time, they did have a limited phone support in the US. Even then, I had trouble getting a basic problem solved, but at least you were talking to a human in real time. They dropped the phone support last year I think. I say "limited support" as for anything technical they wanted you to write to Korg Italy. So my Guitar Mode question was answered that way. In other words, it wasn't a very useful service the way it was set up. It was just there to handle very general issues and stuff. _________________ Sam
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robkeith Senior Member
Joined: 09 Nov 2006 Posts: 362 Location: Victoria, Australia
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Posted: Thu Dec 17, 2015 11:05 pm Post subject: |
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Sam CA wrote: | Once upon a time, they did have a limited phone support in the US. Even then, I had trouble getting a basic problem solved, but at least you were talking to a human in real time. They dropped the phone support last year I think. I say "limited support" as for anything technical they wanted you to write to Korg Italy. So my Guitar Mode question was answered that way. In other words, it wasn't a very useful service the way it was set up. It was just there to handle very general issues and stuff. |
Don't think it's as bad here in Australia. The distributor Music Link subs out faults and repairs to local fixers who are quite decent to talk to and get a handle on it, whatever it may be.
Best thing is to complain to dealers they are the ones if anything is going to change that can make it happen. Unfortunately consumers unless the put a moratorium on purchases wont be able to get those changes alone. _________________ Making music is a passion, not a choice of lifestyle |
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Sam CA Platinum Member
Joined: 02 May 2008 Posts: 3990 Location: Los Angeles
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Posted: Fri Dec 18, 2015 12:16 am Post subject: |
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robkeith wrote: |
Don't think it's as bad here in Australia. The distributor Music Link subs out faults and repairs to local fixers who are quite decent to talk to and get a handle on it, whatever it may be.
Best thing is to complain to dealers they are the ones if anything is going to change that can make it happen. Unfortunately consumers unless the put a moratorium on purchases wont be able to get those changes alone. |
Yeah, but in my case I wasn't looking for repair. It was just a DAW/Guitar mode question. I think even you guys in Australia wouldn't get an answer for something like this from your local distributors. I don' t really miss the phone support as it was never a useful way to get "real support". For repairs, there's always local authorized service centers around here. _________________ Sam
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DonM Platinum Member
Joined: 06 Apr 2002 Posts: 1150 Location: Benton, LA
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Posted: Fri Dec 18, 2015 4:15 pm Post subject: Re: Korg lack of real support |
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Minneapolis Musician wrote: | I, too, own a business. It's a software business. When my corporate clients call with a problem, they have my cell phone number. I get it fixed ASAP.
I hear from a distributor that Korg customer support was expensive because people would not read the manuals and expect personalized training over the phone.
I get that.
But they NEED to have a way to screen calls, and deal with real issues involving hardware and software glitches.
How is the competition on customer support, I wonder? Yamaha, Keytron, Roland? |
Yamaha support is really good. Ketron support is one man in the US, AJ. If he can't fix it, you are in deep trouble, because Ketron Italy is almost impossible to reach. Haven't tried Roland recently, but they have had a huge shakeup in operations, so I wouldn't expect much right now. _________________ DonM |
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