leds going down fast - UPDATE!! & RESULT!!

jerrythek · Post by **jerrythek** » Mon Jul 12, 2010 10:59 pm

Hi Extemp...

I cannot speak for others, but I am often very busy and don't check in as regularly. I see two messages from you dated 6/24-25 - sorry to have not checked and replied right away. The first was just a very nice help/thank you from you which I appreciate. And I'm sorry I did not acknowledge it sooner.

The second was something I don't know off the top of my head, and I'm not sure if Korg would share. But I can ask.

When the system works right, the best way to get help/attention in any country is to contact the local Distributor, not PM's to the forum. I spend time here to help etc. but I cannot be a direct line of Product Support. I view my role here as helping more large-scale issues and trends, to offer a level of information that the regular employees may not, and to "right wrongs" if they occur.

But I cannot promise to be the most timely part of support, as it is not my full-time job.

So I apologize and now and for the future if I am ever a bit tardy to reply. I don 't mean to be rude or seem uncaring - that is far from the case.

Best regards,

Jerry
Korg Guy

jerrythek · Post by **jerrythek** » Mon Jul 12, 2010 11:00 pm

marlo74 wrote:Jerry,
Thanks for replying, Is there any referance number to the mentioned Service Bulletin that affected users can referance when talking to customer service or technical service?

Hi Marlo:

I am in Japan right now and will have to ask our US staff for that info, but it will only apply to the US. Each country runs their systems individually. Where are you from?

Regards,

Jerry

Extemporaneous · Post by **Extemporaneous** » Tue Jul 13, 2010 12:05 am

jerrythek wrote:Hi Extemp...

I see two messages from you dated 6/24-25 - sorry to have not checked and replied right away. The first was just a very nice help/thank you from you which I appreciate. And I'm sorry I did not acknowledge it sooner.

The second was something I don't know off the top of my head, and I'm not sure if Korg would share. But I can ask.

I cannot promise to be the most timely part of support, as it is not my full-time job.

Jerry,

Thank you for taking the time to respond and thanks also for your expressed sentiments.

Given the fact that you had participated in other threads since those two earlier PMs, and since e-mail notifications are typically sent to someone when they receive such a PM, I guess I naturally concluded that you had seen both, but would not be responding to either for whatever reason. I apologize if I was in error on that score.

As for the two messages themselves, you are correct, the first one (6/24) required no response from you, and since both messages preceded our purchase of a new PA2X, the 2nd one (6/25) is essentially moot at this point. But thank you again for following through.

Regards,
Extemporaneous

karmathanever · Post by **karmathanever** » Thu Jul 15, 2010 9:19 am

Hi all

The replacement boards for my PA2Xpro have just arrived in my corner of the world and I hope to have my PA2X fixed very soon.

Whilst the keyboard has not faltered in any way, it will be great to have my little LEDs glowing again....

Thanks Korg and Musiclink (Australia).

Pete

Rich Z · Post by **Rich Z** » Sat Jul 17, 2010 1:33 am

jerrythek wrote:
marlo74 wrote:Jerry,
Thanks for replying, Is there any referance number to the mentioned Service Bulletin that affected users can referance when talking to customer service or technical service?
Hi Marlo:

I am in Japan right now and will have to ask our US staff for that info, but it will only apply to the US. Each country runs their systems individually. Where are you from?

Regards,

Jerry

I, too would like to have a copy of some official correspondence concerning this LED problem. Quite frankly, my decision to buy a PA2XPRO actually hinges on this being available. And yes, I am located in the USA. I have noted that the nearest service depot for Korg to me is 85 miles away, so I certainly would not want to show up there with a defective KB (if that should happen to take place) to have them not have any inkling of this issue. So some documentation IN HAND would certainly be advisable....

jerrythek · Post by **jerrythek** » Sat Jul 17, 2010 5:33 pm

Hi RichZ:

This issue only relates to "older" boards - new ones being manufactured and shipped on the last year are certainly fine, based on the revised design to feed the LEDs. Being as how we have even been light on stock for the last few months here in the US ensures that units to be purchased in the field are newer.

The main issue here is if Korg is available to help our customers, and we are. Yes, sometimes there's small bumps in the road, but we always overcome them.

Regards,

Jerry

Vangelismusic · Post by **Vangelismusic** » Sun Jul 18, 2010 9:51 pm

jerrythek wrote:Hi RichZ:

This issue only relates to "older" boards - new ones being manufactured and shipped on the last year are certainly fine, based on the revised design to feed the LEDs. Being as how we have even been light on stock for the last few months here in the US ensures that units to be purchased in the field are newer.

The main issue here is if Korg is available to help our customers, and we are. Yes, sometimes there's small bumps in the road, but we always overcome them.

Regards,

Jerry

Not related to L.E.D's,
Just thinking out loud if only that darn joystick could be modified to last a little longer, we would be very happy!

yashir · Post by **yashir** » Mon Jul 19, 2010 3:41 am

My cousin finally shipped his 14 months old PA2x with 8 blown LEDs. The service center said that they're not paying for the shipping costs, although they know the problem is due to Kord using faulty LEDs. We read the related threads and we couldn't figure out why they haven't posted their "official response" to this problem on their own "official website". They have the guts to say, they feel it's "normal" for users after paying the top price for their flagship keyboard to be subjected to hefty shipping prices. I don't call that normal, I call that something else . After reading a lot of threads on this forum I noticed a common problem. Most users who live in the US, japan, or other western countries, simply can't understand how the situation is for musicians in less developed countries where you don't even really have a korg service center closeby or you can't just take some one to court that easy..etc. That's exactly the reason why they choose Korg, because they feel that their investment might just not need a service center due to faulty components? Wrong decision. If you're about to pay your hard earned money for this keyboard, make sure that you can afford huge shipping price tags in case if you don't have the luxury of just driving to a service center. I bet you on a PA2x if Jerry ever buys an electronic equipment with faulty component, he would raise hell if the company told him he should be held responsible in any way. He would not pay a penny. He would not feel that is "Normal" at all, would he?

karmathanever · Post by **karmathanever** » Mon Jul 19, 2010 4:09 am

Hi Yashir

They have the guts to say, they feel it's "normal" for users after paying the top price for their flagship keyboard to be subjected to hefty shipping prices

I don't ever remember seeing such a statement from Korg

If you're about to pay your hard earned money for this keyboard, make sure that you can afford huge shipping price tags in case if you don't have the luxury of just driving to a service center.

I do have this "luxury" but like you, I live in one of the most isolated areas in the world and with some products (not Korg fortunately) I am faced with the same problem - even under warranty - if the product is faulty and the warranty does not cover "on-site" support or shipping costs, then i have to pay the same. I am not saying this is fair or even reasonable, neither am I arguing with you - I agree with you!! It sucks!! If you think about it, the repair centres shouldn't have to pay for the shipping either. I don't know what the answer is - does the manufacturer place an addendum in the warranty stating that if you live more that a certain distance from a repair centre that they will manage the shipping? Perhaps such arrangements should be covered at the time of purchase but this does apply to everything - not just Korg products.

Yashir wrote:Most users who live in the US, japan, or other western countries, simply can't understand how the situation is for musicians in less developed countries where you don't even really have a korg service center closeby

I do understand and empathise with your frustration as I am sure others do too. Sadly the warranty on these units are a "return-to-base" which implies that the shipping of the keyboard to a repair centre is at the owner's or retailer's cost.
I agree - this seems very unfair to people like yourself in remote locations. Have you taken this issue up with your retailer? Maybe they will assist.

Good luck

Pete

Sam CA · Post by **Sam CA** » Mon Jul 19, 2010 6:14 pm

yashir wrote:My cousin finally shipped his 14 months old PA2x with 8 blown LEDs. The service center said that they're not paying for the shipping costs, although they know the problem is due to Kord using faulty LEDs. We read the related threads and we couldn't figure out why they haven't posted their "official response" to this problem on their own "official website". They have the guts to say, they feel it's "normal" for users after paying the top price for their flagship keyboard to be subjected to hefty shipping prices. I don't call that normal, I call that something else . After reading a lot of threads on this forum I noticed a common problem. Most users who live in the US, japan, or other western countries, simply can't understand how the situation is for musicians in less developed countries where you don't even really have a korg service center closeby or you can't just take some one to court that easy..etc. That's exactly the reason why they choose Korg, because they feel that their investment might just not need a service center due to faulty components? Wrong decision. If you're about to pay your hard earned money for this keyboard, make sure that you can afford huge shipping price tags in case if you don't have the luxury of just driving to a service center. I bet you on a PA2x if Jerry ever buys an electronic equipment with faulty component, he would raise hell if the company told him he should be held responsible in any way. He would not pay a penny. He would not feel that is "Normal" at all, would he?

They did say this for sure "there may be transport charges that need to be paid, something we feel is quite normal and acceptable".

Trust me dude, i totally feel your pain. I totally understand what you're talking about. You're very right about the fact that a lot of people don't realize how things work in places outside the US,England... and such. They don't understand you dont' even have a return policy. They will never comprehend that in a lot of places you can't auditin or even touch the keyboard you're trying to buy, because the store doesn't have a model sitting on the shelf. There's no financing options available. Either you pay the whole thing , or you should just forget about it! That's why it's very important to buy something that you know it will last for a good period of time.
If the problem with your keyboard was the result of normal wear and tear aging/accidents..etc, and you were outside the warranty, then you should be held responsible for all the costs. This is clearly not the case in your situation. If your keyboard didn't have faulty LEDs, (if that's the only thing wrong with your keyboard) then, there was no need for you to ship the keyboard to a service center, right? The actual price for the hardware component is actually not that much, probably between $500-1000 or even less when you mass produce something. But then you have all the styles, software programming, research,testing,shipping,handling...etc ..that cost money for the company. So when you're buying a keyboard, you're also contributing to all those different factors which is totally reasonable. This extra shipping charge is a total rip off, because they screwed up and used the wrong components. They should be held responsible for everything in this case. It wasn't your job to crack the keyboard open at the time of purchase, and examin every single component to see if you're buying a faulty component or not. You already paid them to do that job for you.

paul · Post by **paul** » Mon Jul 19, 2010 10:19 pm

jerrythek wrote:Hi RichZ:

This issue only relates to "older" boards - new ones being manufactured and shipped on the last year are certainly fine, based on the revised design to feed the LEDs. Being as how we have even been light on stock for the last few months here in the US ensures that units to be purchased in the field are newer.

The main issue here is if Korg is available to help our customers, and we are. Yes, sometimes there's small bumps in the road, but we always overcome them.

Regards,

Jerry

Hi Jerry,I(I know this may be out of your juridiction....but..)
some of the LEDS on my PA2X pro are burnt out too. I bought mine in 2008. I inquired at KORG Canada and they told me that they have not been informed by KORG about the burnt out LEDS. They gave me the contact for the KORG service centre here in Vancouver , B.C. Canada. I did talk to the RICHARD in person and he said he has not heard anything about the burnt LED issues.

The only thing they can do is replace the LEDS.
If you can be of some help, it will be much appreciated.

BACKLINE
Richard Faubel
Service manager
richard@backline.com
ph 605 258 9111

Thanks Paul

Rob Sherratt · Post by **Rob Sherratt** » Tue Jul 20, 2010 6:01 am

Hi Paul,

I see Richard gave you his email address. Did you send the link to this thread, complete with all the official responses from Korg Italy and USA? If so, what did Richard say about it?

I would expect that the "official" responses from Korg in this thread would be sufficient to enable most competent service centers to provide you with full assistance and to obtain the replacement panel display boards for you.

Best regards,
Rob

paul · Post by **paul** » Tue Jul 20, 2010 6:11 am

Rob Sherratt wrote:Hi Paul,

I see Richard gave you his email address. Did you send the link to this thread, complete with all the official responses from Korg Italy and USA? If so, what did Richard say about it?

I would expect that the "official" responses from Korg in this thread would be sufficient to enable most competent service centers to provide you with full assistance and to obtain the replacement panel display boards for you.

Best regards,
Rob

I have not yet....just wanted to see what Jerry has to say......but maybe I should send him the link.

Thanks Rob.

Paul

Rob Sherratt · Post by **Rob Sherratt** » Tue Jul 20, 2010 6:20 am

It's pretty incredible that an English speaking Korg Service Center never takes any interest in forums such as this one.

Also I was really pi**ed off because I wrote to Korg Italy offering to become a service center and they refused me. And that was after I had loyally provided free help on this forum for over two years.

So at the moment I have nothing to lose by saying that my loyalty towards Korg is zero and I will be switching my support and interest to Lionstracs in the near future.

Regards,
Rob

paul · Post by **paul** » Tue Jul 20, 2010 6:37 am

HI ROB,
I just e-mailed the links and sent e-mails to KORG CANADA, KORG USA and our local korg repair centre.

We will see what happens.

Paul