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

Pepperpotty · Post by **Pepperpotty** » Tue Oct 16, 2012 9:51 am

I'm confused. Is your name Joe or Phil?

Ojustaboo · Post by **Ojustaboo** » Tue Oct 16, 2012 10:01 am

Pepperpotty wrote:I'm confused. Is your name Joe or Phil?

My full name is Philip Joseph

When at school (left 33 years ago) at my school it was common to be called by your last name. Mine got shortened to Joe.

Most of my friends, wife etc still call me Joe and it is my preferred name, hence use it on forums.

When I do anything official, I have to use my actual name.

best

Joe

Pepperpotty · Post by **Pepperpotty** » Tue Oct 16, 2012 10:08 am

Thanks. I was starting to think that I'd been calling you Joe all this time and you were too polite to correct me. Lol.

Ojustaboo · Post by **Ojustaboo** » Tue Oct 16, 2012 11:55 am

Ojustaboo wrote:Had the post today, no UPS stickers.

sent the following email to Korg

Hi Dean

Had the post today, nothing from yourselves.

I appreciate all the help and quick response your giving me, but I don't understand why you cant arrange for UPS to pick up from me and email me the necessary things to stick on the box.

Last week I sold my M3-M to someone in Germany, it took me 30 secs to book via UPS for pick up and I could select where it was picked up from and print off my own lables.

I went out of my way to make sure I didn't suffer from this note cut off problem, mistakes happen but its korgs mistake not mine.

My Kronos is all boxed up ready to ship, it should have been simple enough to arrange for it to be picked up today so you had it tomorrow, meaning I could have had it returned by the weekend with a little luck. Now (presuming the ups labels turn up tomorrow) your not even going to get it until Thursday.

Not blaming you personally, but not very happy

best

Phil

No response after 2 1/2 hrs, look like they aren't going to

Ojustaboo · Post by **Ojustaboo** » Tue Oct 16, 2012 7:03 pm

EDIT: MY APPLOGIES KORG, Just had an email appologising for not getting back to me, but Dean is off ill (he's just emailed me from his sick bed), see post about 7 below this one (leaving this here for thread consistency and to stop conspiracy theories

This is what I mean when I say Korg lets it's self down.

Not going to repeat what I've said above.

It doesn't matter how nice, polite, friendly and helpful the korg guys that spend their time helping on this forum are.

It doesn't matter how helpful the staff at Korg UK have always been to me with regards to spares etc.

It also doesn't matter how polite and helpful Dean at Korg UK has been and how quickly he responded to my email yesterday.

It's been about a year since the Kronos release, sending me out a "new stock" item with the old contacts shows something is wrong somewhere.

When I went to all the extra effort to contact Korg UK about my new Kronos, asking them to make sure it had the new contacts and being assured it does, then it turning out I don't, that can hardly be my fault.

Yesterday they were very helpful in responding to my emails, but couldn't arrange themselves for UPS to collect from me today, instead had to send out labels to me which haven't arrived.

The only reason they had to do it this way was to save themselves £15 odd pounds arranging a courier without using their prepaid labels.

Again the problem is their fault not mine.

Today the labels didn't turn up, I posted them the email quoted in the above post at 9:30 am today.

No one bothered replying at all.

That just shows contempt in my opinion. They might not be able to do what I asked, their hands may well be tied by company policy, but a response apologising etc would have been very welcome, rather than nothing which makes me simmer.

And if exceptions cant be made to company policies in special situations like this (they didn't check I had new contacts as I requested them do etc) then, no matter how helpful the guys are, something is badly wrong woth the way Korg thinks of its customers.

For the sake of them paying £15 to get my kronos picked up today, I#m the one with no keyboard to play, I'm, the one having to wait until sometime next week until my new kronos is returned.

Don't also forget, I haven't had this a few months, I got this £2700 keyboard just 12 days ago.

Compare that with say Dell. I brought a £500 monitor off them a few years ago, after about a year, the on off switch went funny. One phone call and the following day the courier turned up at my door with a brand new replacement with instructions to open the box, give me the monitor and place my old monitor in the box and take it away with him.

One company went out of their way to please me and keep me happy.

the other, while they responded quick, hasn't gone out of their way, they could have had my kronos picked up today, back at Korg tomorrow and shipped the new one out tomorrow for me to receive Thursday, but now it's unlikely to even be picked up until Thursday and that's if I receive the labels tomorrow.

No I'm not happy Korg, you should do more to keep your customers happy.

EDIT: MY APPLOGIES KORG, Just had an email appologising for not getting back to me, but Dean is off ill (he's just emailed me from his sick bed), see post about 7 below this one

Saxifraga · Post by **Saxifraga** » Tue Oct 16, 2012 7:51 pm

Today I asked the shop I bought my Kronos from (justmusic.de) if I will lose my guaranty if I add a RAM stick myself. They answered yes. But I can buy the upgrade kit at 299,-
I answered that I allready own the stick and got it from Thomann and if they would install it for me. Their answere: NO!
They suggested I should ask Thomann or a local Korg mechaniac (Xtended in Berlin). Of course I shoud pay for that myself.

Now that´s german type customer care.

I think my keybed is an old one with pink contacts.
Hopefully it´s not making any problems in the future.
Maybe I should have it replaced?
I am expecting no happy faces at the Justmusic store.

clipnotic · Post by **clipnotic** » Tue Oct 16, 2012 8:04 pm

It's a shame, that a big company which has:

- great sound designers
- wonderful free sounds
- some very helpful forums users
- some great tutorials on youtube, karma lab, here ...
- free marketing from great songs on youtube which made with their products
- great outstanding features like Karma
- some very helfpul employees which spend time in forums and support
- and of course some gracious fanboys which love all what Korg does

but

- no conception of reliability
- no conception of good quality
- no conception of customer satisfaction
- no conception of product maintenance
- no conception of modern and good user communication

Buying a new Korg product today is like playing lottery with nerves and rage ...

THAT game should be changed soon! In Germany we say: "Schnauze voll" !

MarPabl · Post by **MarPabl** » Tue Oct 16, 2012 9:02 pm

It's a shame that after almost 2 years we still hear about such issues. Anyway, consider yourself "lucky". There were many guys having to wait months to get this fixed...

Don't forget to post your result on the corresponding thread for the fix.

Ojustaboo · Post by **Ojustaboo** » Wed Oct 17, 2012 10:38 am

I've calmed down a bit now

Labels turned up today, phoned UPS, they are collecting today and said Korg will have it back tomorrow.

Top marks to Dean for all his help.

Whoever sent the actual labels out could have got them to me yesterday if they had used first class and not 2nd, so my upset (and possible me not having my replacement by the weekend) was caused by someone at Korg saving themselves a massive 21p

Anyway I've sent an email to them today, asking if they can get my replacement ready today (do the upgrade) ready to ship out as soon as they get mine back tomorrow.

Will report back when I know.

best

Joe

Davidb · Post by **Davidb** » Wed Oct 17, 2012 12:38 pm

clipnotic wrote:It's a shame, that a big company which has:

- great sound designers
- wonderful free sounds
- some very helpful forums users
- some great tutorials on youtube, karma lab, here ...
- free marketing from great songs on youtube which made with their products
- great outstanding features like Karma
- some very helfpul employees which spend time in forums and support
- and of course some gracious fanboys which love all what Korg does

but

- no conception of reliability
- no conception of good quality
- no conception of customer satisfaction
- no conception of product maintenance
- no conception of modern and good user communication

Buying a new Korg product today is like playing lottery with nerves and rage ...

True unfortunately,
and perfectly described, though.

MarPabl wrote:It's a shame that after almost 2 years we still hear about such issues.

Indeed.

And what its more important, models with the pink contacts are still being sending, knowing that it may be buggy, instead of sending them with new contacts instead.

BobTheDog · Post by **BobTheDog** » Wed Oct 17, 2012 1:18 pm

Mine has pink contacts and was guaranteed by Korg to have had the work done to fix the keybed.

But I am noticing the odd problem where I get a velocity of 1, it is not easily replicated though.

Ojustaboo · Post by **Ojustaboo** » Wed Oct 17, 2012 3:49 pm

Deans just emailed me from his sick bed apologising for not getting back to me sooner.

He said he should be back in the office tomorrow and is hoping to get everything resolved for me then.

Maybe I should have been a little more patient, it's so easy to jump to the wrong conclusion, I thought they were pi$$ed with me after reading this thread, so were ignoring me

Didn't occur to me the poor guys in bed ill.

Having the problem Monday and hopefully having a new machine by the Friday (or at worst Monday) isn't really that bad although hopefully people can understand with the effort I originally put in not to get this problem in the first place, why I've been so frustrated.

I've left yesterdays moaning post with an added apology at the top and bottom for thread consistency and to stop any conspiracy theories

Best

Joe

Saxifraga · Post by **Saxifraga** » Wed Oct 17, 2012 5:21 pm

BobTheDog wrote:Mine has pink contacts and was guaranteed by Korg to have had the work done to fix the keybed.

But I am noticing the odd problem where I get a velocity of 1, it is not easily replicated though.

That is exactly what I found.
The keybed produces a lot of 1s if you play soft and get dropouts.
Will also get a repair this or next week.

Bruce Lychee · Post by **Bruce Lychee** » Wed Oct 17, 2012 5:31 pm

BobTheDog wrote:Mine has pink contacts and was guaranteed by Korg to have had the work done to fix the keybed.

But I am noticing the odd problem where I get a velocity of 1, it is not easily replicated though.

I don't know what the truth is, but I was told the exact opposite by Korg USA and my local tech. They both said that they are only the new contacts if they are blue.

I just had my work done a month ago and they put in blue contacts.

Ojustaboo · Post by **Ojustaboo** » Wed Oct 17, 2012 5:53 pm

Anyone know what colour the contacts are on newer post 3600 kronos or the x version?