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Falcon2e
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Joined: 19 Feb 2008
Posts: 619
Location: Indiana USA
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 Posted: Thu Apr 25, 2019 10:19 am Post subject: Customer service response time |
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I sent Korg customer service an email over two weeks ago. Does it normally take that long to have a question answered?
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Kronos2-61..(2) Triton Classic, Nord Stage 2, Previously owned lots of other gear dating back to the 70’s. |
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karmathanever
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Joined: 12 Jan 2004
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| Posted: Thu Apr 25, 2019 2:04 pm Post subject: |
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I think it depends on location.
Might be better to call them - that has worked better for me.
Pete 
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Falcon2e
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Joined: 19 Feb 2008
Posts: 619
Location: Indiana USA
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| Posted: Thu Apr 25, 2019 2:26 pm Post subject: |
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| karmathanever wrote: | I think it depends on location.
Might be better to call them - that has worked better for me.
Pete |
Thanks, as you can see I'm dealing with Korg USA
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karmathanever
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Joined: 12 Jan 2004
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| Posted: Thu Apr 25, 2019 4:14 pm Post subject: |
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Sure - I think a voice call may serve you better than e-mail - I don't trust e-mails, like writing a letter - you never know whose inbox it will sit in.
Best of luck - hope you get some results.
Pete
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Sam CA
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Joined: 02 May 2008
Posts: 3990
Location: Los Angeles
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| Posted: Thu Apr 25, 2019 7:10 pm Post subject: |
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Not for Kronos, but I got in touch with Korg USA for the Pa4x some years ago. I sent them 2 or possibly 3 e-mails and they all went unanswered. After a few months, I called and finally I was able to talk to someone.
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Sam
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Falcon2e
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Joined: 19 Feb 2008
Posts: 619
Location: Indiana USA
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| Posted: Thu Apr 25, 2019 9:40 pm Post subject: |
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| Sam CA wrote: | | Not for Kronos, but I got in touch with Korg USA for the Pa4x some years ago. I sent them 2 or possibly 3 e-mails and they all went unanswered. After a few months, I called and finally I was able to talk to someone. |
That’s kind of what I thought. Thanks
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GregC
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Joined: 15 May 2002
Posts: 9451
Location: Discovery Bay (San Francisco Bay Area)
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| Posted: Thu Apr 25, 2019 10:11 pm Post subject: |
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not making any excuses... I managed a customer service dep't and we 'owned ' the email alias . It was around for +5 years .
Over time, the alias became a target for all kinds of junk mail and pranks.
Legitimate customer inquiries got buried with all the silly stuff. Tedious/time consuming to filter out all the crep.
So yeah, a phone call is better.
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pedro5
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Joined: 06 Oct 2011
Posts: 1150
Location: Coventry UK.
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| Posted: Fri Apr 26, 2019 12:16 am Post subject: |
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Although phone calls can be a better method for direct contact.
Here in the UK,email response times are usually within 3 days.
Any follow up emails are done on a next day basis etc.
Korg UK are really very helpful,but it seems it may be dependant upon location. |
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Falcon2e
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Joined: 19 Feb 2008
Posts: 619
Location: Indiana USA
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| Posted: Wed May 01, 2019 12:03 pm Post subject: |
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UPDATE! Customer service did finally respond to my email. It took about 3 weeks, but they did address my questions and provided other useful information.
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GregC
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Joined: 15 May 2002
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Location: Discovery Bay (San Francisco Bay Area)
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| Posted: Wed May 01, 2019 1:50 pm Post subject: |
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| Falcon2e wrote: | | UPDATE! Customer service did finally respond to my email. It took about 3 weeks, but they did address my questions and provided other useful information. |
Just to clarify, I think you are communicating to Korg USA. Korg USA is a separate co and a distributor for Korg Japan.
Each 'country ' has its own Distributor. That country Distributor handles basic customer service/product support.
This will explain why the Korg Disti in the UK replies in 48 hours or less. And when Korg USA [ I am 95% sure, but not completely] takes up to 3 weeks.
I have always thought Korg should be very clear and simple on how they operate around the world. That would be better than my guesswork
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