System Crashes: No Response from Korg Customer Service

Mthomashow · Post by **Mthomashow** » Sat Jun 30, 2012 10:28 am

I have had my Korg Kronos for just over a year. I think it's a terrific keyboard, easily the best I've ever owned (with the exception of the noisy fan). About a month ago, almost to the day when the one year warranty expired, I experienced two system freezes. On immediate reboot, the Kronos will not start up. After waiting twenty minutes it will restart without issues. I was on the verge of a two week business trip when this all happened so I couldn't get the Kronos to my local dealer.

Now that I've returned, the same situation occurs. At random times the system just crashes. Wait twenty minutes and it reboots fine. Obviously this is unacceptable.

Here's the point. I never registered the Kronos online which would have given me the extra year of warranty. However, I have the extra year with Sweetwater. I decided to contact Korg to see if they would grant me the courtesy of extending my warranty for a few weeks. It will be much easier and quicker to have it repaired locally then to pack it up and ship it out.

I called Korg and they told me it would be best if I sent an e-mail to customer service. On Monday (June 25) I sent e-mails to both Korg Customer Service and Tech Support. I received the automated "we'll typically get back to you in 72 hours" response. To this point I have yet to receive any response from Korg. I find this extremely disappointing and very, very poor customer service.

I'm patient. I understand that things go wrong with these advanced instruments. I have other keyboards I can use in the meantime. I have derived great enjoyment from the Kronos. I know that eventually (whether I send the machine back to Sweetwater or get a response from Korg and have it repaired locally) that this will get resolved.

I'm not looking for a specific response from anyone. I'm merely letting folks know that I have had this technical issue and Korg thus far is nowhere to be found. And you can add me to the list of Kronos owners who have now experienced system failures.

Post by **Sharp** » Sat Jun 30, 2012 11:27 am

Have you tried to call KORG on the phone?
Could be something simple like a spam filter eating up your email regardless of the notification you got. Best to talk to them on the phone to resolve your issues at this stage.

If it were my KRONOS and it was out of warranty, I would have reinstalled the OS to eliminate the possible chance of corruption on the SSD. I would also check to see if everything inside is sitting correctly. RAM and so on...

One of the things people should be very aware of is that because the KRONOS streams EXs and many factory sounds, the SSD will be accessed continuously during playing. Turning off the power while so much as a single note is sustained or fading out could result in the KRONOS being shut down while the SSD is being accessed.

Which is not so good for the SSD.

Regards
Sharp.

Mthomashow · Post by **Mthomashow** » Sat Jun 30, 2012 11:41 am

Thanks for the helpful response. I'll try calling Korg again. I'll also try a reinstallation. I'm not sure how to do that but I know there are instructions for doing so. I'm not inclined to open the system up to see whether the RAM is sitting correctly. I'm not at all technically inclined and I'd rather not mess with what I'm unfamiliar with.

I've never knowingly shut off the power while even a single note is sounding. However, during the first freeze I had no choice but to do so.

I appreciate your suggestions and I'll start with the reinstallation.

Post by **Sharp** » Sat Jun 30, 2012 11:48 am

Best to call KORG first on the phone and see what they say.

Regards
Sharp.

MartinHines · Post by **MartinHines** » Sun Jul 01, 2012 2:26 am

Also don't hesitate to get Sweetwater involved.

Part of the price you pay with Sweetwater pays for Sweetwater Technical Support.

jeebustrain · Post by **jeebustrain** » Sun Jul 01, 2012 5:26 am

MartinHines wrote:Also don't hesitate to get Sweetwater involved.

Part of the price you pay with Sweetwater pays for Sweetwater Technical Support.

Yes definitely. Back when I first bought my Alesis Fusion from them, I had a few technical issues. Each time, I called Sweetwater before even bothering with Alesis and they were great.

Mthomashow · Post by **Mthomashow** » Sun Jul 01, 2012 10:38 am

Thanks for your responses. I'll get in touch with Korg and Sweetwater and see what they say.

As I said, I'm sure this will be taken care of and I'm fortunate to have good back-up keyboards, good software synths (and a few guitars!).

It's amazing to me how the Kronos has completely taken over my musical attention. I probably use it 90% of the time.

This forum is a great place to go for advice!