How to pi$$ me off Korg then really impress me sorting it

Ojustaboo · Post by **Ojustaboo** » Mon Oct 15, 2012 10:39 am

So I order my Kronos. Initially I thought the store was sending it to Korg (hence my first email below) but they ended up ordering directly from Korg, not shop stock.

I send Korg the following email

Question: Hi, I ordered a new Kronos 88 from PMT Norwich on Saturday and also paid them the £99 to have it upgraded before I receive it.

They have contacted me today to say that they've spoken to yourselves and you wont have the upgrade parts in until next week. That's no problem at all.

What I wondered is that while your upgrading it, you would check the keybed to make sure it has the newer style contacts on it and if it doesn't please change them while you are upgrading the RAM and SSD please (don't know how long PMT has had it in stock). I play a lot of piano and the note problem on early kronos's described in numerous threads on korgforums.com would drive me nuts. And it's silly for me to then have to ship it back to you after I've just received it.

I received the following response

Content Edited: Removed by Sharp.
Please do not post copies of private email on a public forum unless you have permission from the person you are communicating with.

Re-written in my own words, I received a response from Korg saying that all their new stock come with the new contacts as standard so I needn't worry.

On receiving it, I noticed that the serial number was older than ones where people have had problems, I noticed it also had the pink contacts, so I sent Korg the following email

Thanks Dean.

Can you confirm I have brought a brand new Kronos and haven't got a refurbished B-stock one please?

I had a 10% off voucher for PMT music meaning I purchase their £2899 Kronos for £2610

I also spoke to Andertons about their B stock Kronos for £2499, they had none in stock but were expecting them this week from yourselves.

I obviously want to make sure I got what I paid for. When I'm told you wont have the parts for the upgrade until next week, then suddenly a couple of days later they have my Kronos delivered by you, hope you can see why I'm a little concerned I didn't get what I paid for.

There's also a few other things that casts doubt in my mind.

My serial is 2865, someone on Karma Labs forum from the UK has 3249 that they brought before 10th June, I find it odd that new stock has a lower serial number.

You said that all your new stock had the newer contacts, in Korgforums.com it states that the upgraded contacts on the 88 note Kronos start at serial no 3600

On Korg forums it also states the older style contacts are pink and the newer ones are blue. if I shine a torch in the gaps of my keys, they are definitely pink.

I know this sounds a little whiny, I'm sorry I don't mean it to be, I also know some people with the old contacts had no problems.

I am really really happy with it so far, it's just that I paid what is a LOT of money to me to get a brand new Kronos 88 with the updated contacts and if you brought a brand new car which worked perfectly but turned out it wasn't brand new and wasn't what you ordered I suspect you wouldn't be 100% happy either.

I just want to triple check I have received what I paid for?

It's a superb workstation and I can see me having years of fun with it.

Best

Phil

He responded with

Content Edited: Removed by Sharp.
Please do not post copies of private email on a public forum unless you have permission from the person you are communicating with.

re-written in my own words, we've checked your details, it seems to be the one we sent to PMT on Monday, hence was new stock. We originally thought the upgrade parts wouldn't be here until next week but they came in early

I have thought I'd heard the odd note cutoff but thought it might be my imagination.

Today I'm working through a piano course exercise

http://youtu.be/6hHV-p8Z4_w

Not a happy man

summers2 · Post by **summers2** » Mon Oct 15, 2012 11:58 am

Just speaking from my own personal attitude, I would send that keyboard back yesterday. They could give me a new one or give me my money back, and if I still wanted a Korg Kronos, I would buy somewhere else. I would tell the person what I wanted the serial number to be(range).

I would consider myself as simply looking out for my own best interests. Would I believe that I might have gotten a return or refurbished unit? Absolutely.

After a certain period of time, it couldn't be sent back. Then it becomes a "my problem" situation.

All this, of course, would be my own personal response to what took place during your transaction.

Ojustaboo · Post by **Ojustaboo** » Mon Oct 15, 2012 12:20 pm

It's not really PMTs fault, they ordered a brand new one direct from Korg, which Korg has confirmed in the above emails.

Both PMT and Korg UK contacted me within about 5 mins of me posting this thread and emailing them. So good response from both.

Korg and I have agreed a solution. While I appreciate the quick response from Korg, am still not happy that despite all my prior concerns and effort I still managed to get one with the old contacts in the first place.

Content Edited: Removed by Sharp.
Please do not post copies of private email on a public forum unless you have permission from the person you are communicating with.

re-written in my own words: I had a very prompt response from Korg saying the previous advice about new stock and contacts was correct, but I may have been sent a pre-altered one.

They apologised and have offered to replace it with a brand new upgraded one

I responded with

Hi Dean, I'm happy for you to do that.

Is there any chance you can send a new one and collect the old one at
the same time ((UPS man picks up old one before giving me new one)?

What I don''t want is to be without my new keyboard for a long time.

many thanks

Phil

and he responded with

Content Edited: Removed by Sharp.
Please do not post copies of private email on a public forum unless you have permission from the person you are communicating with.

re-written in my own words: Korg said that unfortunately they have to have the old one back before they can send out a new one, but it will be done with urgency

So I've gone with that as it's the quickest solution.

Ah well, crap happens and if its going to happen to someone, its usually me.

I will request a serial number higher than 3600

summers2 · Post by **summers2** » Mon Oct 15, 2012 12:39 pm

That's great news, Ojustaboo. Korg is stepping up to the plate. I hope that you really enjoy the new unit. It is only right that you should.

Ojustaboo · Post by **Ojustaboo** » Mon Oct 15, 2012 12:57 pm

Hi Dean

yes this is fine

Can my replacement have a serial no higher than 3600 please?

many thanks for you help

Phil

Content Edited: Removed by Sharp.
Please do not post copies of private email on a public forum unless you have permission from the person you are communicating with.

re-written in my own words, Korg didn't say they would make sure it was over 3600, but did say they would insure my new one had a serial number where I wouldn't have any problems.

SanderXpander · Post by **SanderXpander** » Mon Oct 15, 2012 1:20 pm

You asked for a serial "no higher than 3600"??

agoldstraw · Post by **agoldstraw** » Mon Oct 15, 2012 1:23 pm

I also raised this issue with Korg's technician before ordering the Kronos 88 that I sent back because it was too heavy and cumbersome for my needs. I was so sure of this that I didn't bother even unwrapping it from the styrofoam sleeve, let alone testing the keybed.

So it would seem to be a standard line, but not quite the truth. Unless PMT are leading you on and this is indeed old stock. This could be the case...

When I bought my Kronos 61 from PMT in Manchester, I did try out the 88 they had on the shop floor before taking the plunge. This had the keybed problem.

I pointed this out to the keyboard dept guy, informing him that Korg had undertaken to replace all these. He seemed pretty disinterested - I guess if they shift the unit, it then makes it Korg's problem, not theirs.

BobTheDog · Post by **BobTheDog** » Mon Oct 15, 2012 1:32 pm

mmm, doesn't code well for my 'new' one with pink contacts then

Ojustaboo · Post by **Ojustaboo** » Mon Oct 15, 2012 2:35 pm

agoldstraw wrote: So it would seem to be a standard line, but not quite the truth. Unless PMT are leading you on and this is indeed old stock. This could be the case...

Korg did confirm it was a new one

Content Edited: Removed by Sharp.
Please do not post copies of private email on a public forum unless you have permission from the person you are communicating with.

re-written in my own words, we've checked your details, it seems to be the one we sent to PMT on Monday, hence was new stock. We originally thought the upgrade parts wouldn't be here until next week but they came in early

and by the UPS stickers on the box, this was indeed the one Korg shipped to them.

Ojustaboo · Post by **Ojustaboo** » Mon Oct 15, 2012 2:37 pm

SanderXpander wrote:You asked for a serial "no higher than 3600"??

Hehe, I realised it could look like that, I sent them a follow-up email

Thanks Dean, superb service

ps I meant a number higher than 3600, not a number no higher than 3600

best

Phil

best

Joe

burningbusch · Post by **burningbusch** » Mon Oct 15, 2012 2:46 pm

BobTheDog wrote:mmm, doesn't code well for my 'new' one with pink contacts then

My action was replaced and it has pink contacts. The problem was fixed. Color doesn't mean anything as far as I can tell.

Busch.

BobTheDog · Post by **BobTheDog** » Mon Oct 15, 2012 2:49 pm

Thanks for that info it has put my mind to rest a bit

Bruce Lychee · Post by **Bruce Lychee** » Mon Oct 15, 2012 3:02 pm

burningbusch wrote:
BobTheDog wrote:mmm, doesn't code well for my 'new' one with pink contacts then
My action was replaced and it has pink contacts. The problem was fixed. Color doesn't mean anything as far as I can tell.

Busch.

That's not what my tech or Korg USA told me. They both said the replacement for the pink contacts are the blue contacts and that pink contacts indicate that they are the older contacts. Who the hell knows? As long a it works for you. Mine was replaced with blue contacts about a month ago.

Post by **Sharp** » Mon Oct 15, 2012 5:03 pm

Hi Ojustaboo.

A Confidentiality Statement is extremely likely to be on the end of each email you receive from KORG. You should not be posting copies of private emails between you and KORG without their permission. To avoid any issues I have to edit your posts to remove the private content that was meant for you and you only.

Regards
Sharp.

Ojustaboo · Post by **Ojustaboo** » Mon Oct 15, 2012 5:06 pm

OK thanks, I'll word it in my own words rather than quoting them.

I did see that at the end of their emails but it was worded in a way that said emails shouldn't be publicly published as they may contain material protected by legal or other privilege.

I didn't see how me explaining what they confirmed was likely to fall in to this category any more than the various other posts in this forum that quote Korg

Although no one minded (or noticed) when I quoted their emails in another thread saying everything was OK

And Heider quoted parts of Korg emails directly into his The Kronos inner workings thread too that are still there.

I do honestly believe this is an independent forum but it does sort of look like Korg has complained to you about my thread hence it was altered