61 keybed issue

[MarPabl]

Certainly first time I hear about a keybed issue with the 61 keybed

And that was the only Kronos model I had suggested as a safe buy Maybe it'll remain so considering this seems to be the first reported issue... But I'm no longer sure.

[andreidelait]

I also had problems with Kronos 61 keybed. I got all the rubber contacts replaced to my local Korg dealer here in Romania.

I will try to explain a bit the behaviour:
If I put some preasure on a key for something like 10 secs, the rubber was not come back to do the note off and next time when I was press the same key, no sound.
I don't have any video to show you but they replaced the rubbers in the same day. I brought my Kronos back working.

[marcdeben]

My 61 has the same keybed issue on one or two keys. Any videos out there showing how to clean or relace the rubber contacts. No sure why Korg would use a cheap keybed on their flagship keyboards.

[Davidb]

[Trinity2112]

That is unacceptable and I find it hard to believe those parts are that scarce as to require this long of a wait. I would be raising hell.

Believe me, I want to raise Hell. But nobody from Korg or the service center want to listen. The majority of emails have gone unanswered. And if I get on the phone with someone I'm going to loose my cool when they begin pointing fingers as to who's fault this is because from what little correspondence I've received that's exactly what their tone is. Next Monday will be 3 months and counting. Plus I still have the 100 mile round trip to deal with when I pick it up. All of this for one Goddamn key. WTF.

[Ojustaboo]

As I've said many times Korg, its not that some of us get problems that's the real issue,

The real issue is that while the number of reported faults n the last 8 months has been small, in almost every single case, the way it was handled and what the customer had to put up with is totally unacceptable.

I hope you get it sorted soon Trinity2112.

[Trinity2112]

FINALLY Got my Kronos back today. So far so good. I've attached a scan of the invoice (for future reference) which shows the parts replaced.

[andreidelait]

You got the whole rubber contacts replaced. Exactly like they did with mine. So good luck with the new ones and I hope is working as you expect.

[Davidb]

You got the whole rubber contacts replaced. Exactly like they did with mine. So good luck with the new ones and I hope is working as you expect.

Indeed, I subscribe what andreid says here.

Best luck.
Regards, my frend.

[jorgemncardoso]

Glad you got it fixed, hope all will be ok in the long run.

What totally shocks me about these stories is the fact that a 4 month old $4000 keyboard, that never giged and is well look after even has key contact problems. The fact that it took 3 months to get it repaired, plus all the inconveniences that was caused to the owner, and the company's attitude regarding the process i just find it unreal, outrageous and utterly unacceptable!!!!

You lay down about $4000 for a keyboard, have problems after 4 months and have to be without the synth (deprived from using it) for 3 months to fix something fixable in 2 hours??? It's unbelievable, i would returned the synth and ask for a full refund on the spot.

The first time i serviced one of my old korg's was after 20 years and to do a general cleanup and fix some sticky keys...

[summers2]

[quote="Ojustaboo"]As I've said many times Korg, its not that some of us get problems that's the real issue,

The real issue is that while the number of reported faults n the last 8 months has been small, in almost every single case, the way it was handled and what the customer had to put up with is totally unacceptable.

I hope you get it sorted soon Trinity2112.[/quote]

Is there documantation that the number of complaints is small? As far as I ever saw, Korg has been very close-mouthed about the number of complaints due to faults experienced with the Kronos/KronosX. There seems to me to be more than a usual amount, and you hear of them in other places as well. Ojustaboo, do you have(or is there) some inside info on the numbers?

[GregC]

As I've said many times Korg, its not that some of us get problems that's the real issue,

The real issue is that while the number of reported faults n the last 8 months has been small, in almost every single case, the way it was handled and what the customer had to put up with is totally unacceptable.

I hope you get it sorted soon Trinity2112.

Is there documantation that the number of complaints is small? As far as I ever saw, Korg has been very close-mouthed about the number of complaints due to faults experienced with the Kronos/KronosX. There seems to me to be more than a usual amount, and you hear of them in other places as well. Ojustaboo, do you have(or is there) some inside info on the numbers?

I have asked large retailers for defective return rates. I needed the objective info to buy a 73 for my daughter. They silently ignored my simple request. If they ever follow up with me looking for that sale I will remind them they owe me this answer first.

[sani]

I'm just curious,
in Europe, you have the right to get your money back or to get a completely new product if your faulty one is not repaired in 45 days. Of course, if the product is covered by the guarantee. Is it different in the USA?
I mean, it's one of the biggest world market and they don't have 5 strips to replace the faulty ones within two or three days? That's just unbelievable.

[Ojustaboo]

As I've said many times Korg, its not that some of us get problems that's the real issue,

The real issue is that while the number of reported faults n the last 8 months has been small, in almost every single case, the way it was handled and what the customer had to put up with is totally unacceptable.

I hope you get it sorted soon Trinity2112.

Is there documantation that the number of complaints is small? As far as I ever saw, Korg has been very close-mouthed about the number of complaints due to faults experienced with the Kronos/KronosX. There seems to me to be more than a usual amount, and you hear of them in other places as well. Ojustaboo, do you have(or is there) some inside info on the numbers?

Personally I believe the overall number of complaints since the Kronos release is huge,

I was referring to the amount of posters in the past 8 months starting new threads on here with problem boards they have just bought, though I suspect many will be buying the X version now.

Bearing in mind people started getting them around mid 2011 and its now two years later, while the number is small now, it should be zero

[Ojustaboo]

I'm just curious,
in Europe, you have the right to get your money back or to get a completely new product if your faulty one is not repaired in 45 days. Of course, if the product is covered by the guarantee. Is it different in the USA?
I mean, it's one of the biggest world market and they don't have 5 strips to replace the faulty ones within two or three days? That's just unbelievable.

EU consumer laws are far better for the consumer than in the USA and Canada

For example, Englands sale of goods act with regards to the retail shop selling the item, says

Your responsibilities for the goods you sell

You are responsible for the goods you sell and if a customer
returns an item they purchased from you that is faulty (it does
not conform to contract) because it

• does not match the description

• is not of satisfactory quality

• is not fit for purpose,

you (not the manufacturer or supplier) are legally obliged
to resolve the matter with the customer at any time for up to
six years from the date of purchase

Any refund, repair or replacement you arrange with your
customer relating to faulty goods must not cause them too
much inconvenience and you will have to pay for other costs,
for example, collection or delivery.

It is important to remember that a guarantee does not replace
or limit a customer’s rights. Customers are entitled to raise
a problem with you regarding a product for up to six years
from the date of purchase (five years from the discovery of a
problem in Scotland) regardless of the terms of any guarantee.
Customers are entitled to rely on the remedies available to
them under law (outlined in this guide) rather than their rights
under a guarantee, if they wish.

This means that if a customer complains to you about an item
that is not fit for purpose, does not match the description, or is
not of satisfactory quality, you must deal with their complaint –
you cannot force them to use their guarantee

Interestingly it also mentions if the customer damages their equipment trying to do their own repair.

The customer does not have a legal right to a refund, repair or replacement as a result of the damage their repair attempt has caused to the item. But, they may still have a right to a remedy because of the original fault with the item, such as a price reduction or a partial refund. Or, if appropriate, the customer may request a repair of the original fault if this makes the item usable despite the damage they have caused

I'm not even going to pretend I'm a lawyer, but that does read to me like if I open my Kronos and upgrade my RAM myself and cause no damage at all, if another non related fault occurs, the retailer cannot tell me that as I've opened it, I cant get the fault fixed

But nothings usually as simple as it looks..

It also seems that getting parts in the UK is far far easier than getting parts in the USA and Canada. A few times people have contacted Korg USA only to get told parts aren't available any more, only to then contact Korg Uk and they order the parts with zero problems from Korg in Japan.

It was only last month I received a PM about my old extreme from a person in Canada, who was told by their local supplier that the parts are not available, asking me where I got mine from.

I told him Korg UK and here his part of his response (May 15 2013)

It does seem like I am in luck getting that part. Thanks for your thread. I called Korg UK today and they ordered me one. Hopefully it will come in a couple weeks.