Fair solution after service nightmare

[j.asal]

[See posts below for KORG's fair solution]

As others have already pointed out, there is an issue with the Kronos' keybed. My Kronos had the same problem, so I sent it in to receive a new one. Guess what, the new one was faulty too. Ok, bad luck I thought, I called my KORG distributor (Germany) and told them. "Send it in for another exchange". Have I already mentioned that I have to drive over 50 kilometers (one way) to get to the dealer where I bought it, every time, since KORG does not allow to send it in directly? The second exchange went on and... I'm sure you can imagine what happened. Faulty keybed again. I'm pissed. The distributor did not even check the new device for the defect!

You can say whatever you want, but in my opinion, all of the Kronos devices have the very same problem with the keybed, but most people simply do not notice it because their usage pattern is different from mine (no piano playing or whatever). There is no other explanation for three Kronos in a row to have the same defect.

I asked about accomodating me a KronosX instead free of charge or at least for a reduced additional charge, but that's also not possible. I'd have to pay the full price for receiving a KronosX with a chance of having the problem fixed already...

I'm trying to get my money back now. I'd have to dispose of my expensive flightcase somehow though, but that's better than being reminded of bad customer support everytime by looking at a completely unusable piece of metal and plastic with poor build quality.

Sorry KORG, but that was the last time I bought something from you.

[Mikeeee]

Sorry to hear this from you about the Kronos. I do know exactly how you feel. I have just packed up my Kronos73 and had to drive along way and then its going on a round trip of about 900 miles(1500kims) to a Korg Technician who, I have since heard, has never heard of the fault I have.

See:-

http://www.korgforums.com/forum/phpBB2/ ... hp?t=76244
to get the full picture
One thing you didn't say. What model Kronos do you have?

regards
Mikeeee.

[j.asal]

I have the 88 key version...

[Laste7]

Hi,

sorry for you, but to be honest, also you have problems now, don't get rid of a Kronos, try to exchange again to a new one. The machine is worth it. I didn't had the problem, but as far as i heard, there is a serial number from which one the problem was solved. Try to find out on the forum and ask your distributor for a replacement with a number whicht has to be higher than this. Don't accept a lower one....I can understand that you are angry, but take in mind, that your dealer and also Korg germany do not belong to Korg, they are separated companies who wants to sell also the old stuff...

[j.asal]

One more thing to you KORG guys: I've had more keyboards in my life than you can imagine, Yamaha, Roland, Kawai, you name it. Never had a single problem with any of these. Especially the Kawai and Yamahas are built like a tank and served me well in- and outdoors at 100 percent humidity, whatever. I had a KORG N1 once (some of you may remember), but I didn't like the keyboard action very much and operation was difficult with the tiny display. At least it was working as intended. I gave KORG a second chance with the Kronos, and now this. I can't believe it. If I designed and delivered products with such quality here where I work, I'd get fired in no time, because customers would defect to the competitors. Think about that for a while.

[j.asal]

@Laste7: I do not deny that the Kronos is worth it in terms of sound design possibilities and ease of operation. But I lost my confidence in KORG products, and that cannot be repaired easily. I need reliable instruments. I know that the german KORG distributor is a separate company, but these are the guys that I have to deal with. There's no other option for me.

The decision is made: I will get rid of the Kronos if possible and give the Arturia Origin a go.

[Laste7]

Sorry, I can not follow you. You are following the Korg Kronos Forum for a long time. That means, you knew all the problems, Korg had and you know, that many people discussed about the build quality.
Also you mentioned, that you bought it at a dealer. So you had the possibility to try it in advance. Also, the keyboard issue was a sticky topic in that thread. So, you knew that the problem was solved starting from a specific serial number.
You knew all this things, and know you blame Korg because of the bad service of a dealer and because you ignored everything written in this forum when buying it?
Due to our laws in germany, you have to send it to the dealer, that is not a bad behaviour of Korg.
If you have a faulty Keyboard, you have the right to advise the dealer to collect it from you, you don't have to drive! Of course they will not offer it from their side.
I would not blame Korg, blame the bad dealer you have, he is the only one, you can put in charge in that case!!!!

[j.asal]

Some clarifications:

1. I knew about the problems in advance, not for long before I bought it (I was one of the first that received it in Germany), but I knew, that's true. On the other hand I have been always told that these are rare cases and that only a low percentage of Kronos has a defect keybed.
2. My dealer had NO Kronos available for try before buy. He wouldn't have until January this year. So I simply couldn't try it.
3. What I DID do is try the SV-1 which I have been told uses the same keyboard action as the Kronos. That one had no noticeable problems with stopping sounds whatsoever.
4. I'm not blaming KORG for the bad service of my dealer. I'm blaming the German distributor for bad service! That's a difference. My dealer is part of the problem but not the only one. Anyway, considering the fact that the distributor is representing KORG in Germany, I see no real difference in blaming KORG for the problems.
5. The problem with the keybed should not have been there in the first place. It has been simply overlooked in quality assurance, maybe because of the chaos following the Fukushima accident or whatever. I understand that, but regardless I want and deserve a solution.
6. It's not MY responsibility to tell the service, that I want a working Kronos. This has to go without saying! Why should I invest time in finding out a serial number? I have other things to attend to. It's their job to satisfy their customers, not mine.

[Saxifraga]

I still hope my 73 will come back in full working condition.
I don´t really understand why they did not call back the whole batch of Kronoses. The car industry works that way.

[j.asal]

I just got word from my dealer. He forwarded my admittedly wrathful mail to the distributor and obviously that had some effect: I will get an exchange for a KronosX free of charge as compensation. That was just about time and rehabilitates KORG's support. However, this whole procedure of failed exchange attempts was absolutely unneccessary and avoidable.

In appreciation for that step I will change this post later on.

[Laste7]

Thanks for the clarifications, than I can understand it better...I thought, that you bought it a couple of days ago, because you posted the problem this morning...

Congratulations to the KronosX

[levioter]

Hi j-asal,
I hope your new kronosx will satisfy you.

By the way i take this opportunity to ask if anyboby with a kronosx 73/88
had the cut off problem ?

I know that is a little bit off topic sorry for that !

Thanks for the answer

Cheers

[Ojustaboo]

This has to go without saying! Why should I invest time in finding out a serial number? I have other things to attend to. It's their job to satisfy their customers, not mine.

Don't know if you saw my recent thread about my new Kronos 88 delivered direct from korg. That had the keybed problem.

While Korg replaced it with a later model within the week and guaranteed me that this later model is in the serial number of the ones sent out with the updated keybeds (my replacement is serial no 3573), the Korg manager told me that they have a list of serial numbers that are 100% not affected by the keybed problem, but he cant tell me that actual range as its not public knowledge.

Of course the ONLY reason why Korg wouldn't want this public knowledge is they know no one would buy any of the serial numbers below that range.

I just think they should have told all the official dealers to send the Kronos's back to have their contacts upgraded, the amount the contacts probably cost is next to nothing, the only cost is Korgs labour and delivery.

But it seems they would rather take the risk of many people still in (nearly Nov 2012) buying a new Kronos that still has the problem and annoy people in the process and harm Korgs reputation, than doing the sensible thing.

For me to get one sent direct from Korg with the old contacts on, especially as they opened it up to do the SSD and RAM upgrades, is simply unacceptable.

edited to correct spelling

[j.asal]

For me to get one sent direct from Korg with the old contacts on, especially as they opened it up to do the SSD and RAM upgrades, is simply unacceptable.

Indeed.

[GregC]

[See posts below for KORG's fair solution]


You can say whatever you want, but in my opinion, all of the Kronos devices have the very same problem with the keybed, but most people simply do not notice it because their usage pattern is different from mine (no piano playing or whatever).

Facts over the past year and a half prove this statement( your opinion) is false.