KORG'S CUSTOMER SERVICE

Sam CA · Post by **Sam CA** » Wed Jun 08, 2016 6:09 am

I used to be able to communicate with Korg Italy through an e-mail address that I had but this time he did not answer, so I figured maybe he wants me to go through the new Korg's website....So I did just that. I contacted them and received a confirmation " Thank you for contacting Korg USA Product Support. This is an automated response. Response time directly from a representative is usually within 2-3 business days."
which means they did receive my message. Many and many business days later, I decided to send them a 2nd message, but I've yet to hear back from them.

Who's handling the customer support issues exactly? Korg USA? Korg Italy?

Post by **karmathanever** » Wed Jun 08, 2016 6:49 am

Hi Sam

I seriously have no knowledge relating to this but it seems that Korg may not be set up to (or choose not to) respond to consumers directly.
Maybe they will only respond to the various countries' distributors which would mean that we are left with support via a local retailer >> then distributor.

I am only guessing but this is how it appears to me.

The fact that you received:-

" Thank you for contacting Korg USA Product Support. This is an automated response. Response time directly from a representative is usually within 2-3 business days."

...would "imply" that there is support but then they do say "...Product support..." as opposed to "...Customer support..."

Really not sure - I wish you luck....

Pete

Paolo@Korg · Post by **Paolo@Korg** » Wed Jun 08, 2016 9:19 am

Hi Sam,

Korg Italy is an R&D centre, also coordinating the various manufacturing facilities working on products we design. We do not directly manage customer support or replacement parts supply, that are in the hands of each Distributor. Please, either contact the Distributor in your country or the nearest Authorized Service Center. In the USA, you can locate a Service Center from this page:

http://i.korg.com/dealers

In any case, I'll privately contact you to see if there are information that can help us better understand the issue.

Paolo

Sam CA · Post by **Sam CA** » Wed Jun 08, 2016 3:19 pm

Hi Paolo,
Thanks for the message. Yes, I understand that for any physical issues I would need to take the keyboard to a local authorized service center , but at the moment I'm trying to get an answer for a different issue :

http://www.korgforums.com/forum/phpBB2/ ... p?t=104445

Please check your inbox.

Thanks

DonM · Post by **DonM** » Wed Jun 08, 2016 4:41 pm

Paolo@Korg wrote:Hi Sam,

Korg Italy is an R&D centre, also coordinating the various manufacturing facilities working on products we design. We do not directly manage customer support or replacement parts supply, that are in the hands of each Distributor. Please, either contact the Distributor in your country or the nearest Authorized Service Center. In the USA, you can locate a Service Center from this page:

http://i.korg.com/dealers

In any case, I'll privately contact you to see if there are information that can help us better understand the issue.

Paolo

Interesting that when selecting instruments at the site above, PA4x is not listed.

Sam CA · Post by **Sam CA** » Wed Jun 08, 2016 8:10 pm

DonM wrote:
Interesting that when selecting instruments at the site above, PA4x is not listed.

http://i.korg.com/dealers

What's even more interesting is that the link does not even give you accurate information to which locations actually deal with PA4x and such.
When you choose a device from the drop down menu, it gives you a list of service centers that supposedly support that particular instrument....but that's not the case. I called a few and they don't even deal with KEYBOARDS at all!!! They said they never have... they do guitar amps and stuff.

Any ways, authorized service centers only deal with repairs. Dealers such as Sam Ash and Guitar center are absolutely clueless about anything that goes beyond pushing the power On/Off button. Don't take my word for it. Make a phone call and see how that goes!

ok, so it's not the dealer or service centre that I should contact. That leaves me with the distributor. So who is my distributor? Isn't Korg USA?

I followed up with Paolo's suggestion and found this :

KORG U.S.A. INC.
316 South Service Road, Melville, NY 11747
TEL : 1-631-390-6500
FAX : 1-631-390-6501
support@korgusa.com

So I call that number and eventually it says if you're a consumer looking for operational support for Korg products visit the website, or press 1 to talk to the customer service. So I press 1 and it says yet again to get support please visit our website!

Nemik · Post by **Nemik** » Wed Jun 08, 2016 9:41 pm

Sam, in past I had issue with Korg USA, they suck !!!!
Best way to get their attention is to contact thru retailer who sold you unit, they have direct contact with them, they providing their product, Korg must follow rules, they cannot ignore retailers,.... the question is if someone from dealer wants to help you, I know they can.
Sending just e-mail to support is worse that post here a problem, on forum you get much more better solutions that they provide

I love to have Korg Kronos, I'm ready, but after bad experience with Korg USA, I won't ever buy from them, I gonna get somewhere else, somewhere in Europe.
is to bad now Korg USA is complete independent company, technically is nothing we can do, Bernadette is going to tell you bull how she care, but you never gonna get right, unless you make them provide available Service Repair and ship to fix,... but they not cover shipment cost and repair time will be forever.
In most country in Europe under warranty Korg cover all cost and up to 14 days fixed, if not they sending you new one.
I love Korg products and I will support their users, but I hate Korg USA corporation !!!!
I wish they all got fired and replaced.

Sam CA · Post by **Sam CA** » Wed Jun 08, 2016 11:20 pm

So I was finally able to get them to write me:

"I checked out the video and the quality didn’t look bad.

However, if you feel the quality isn’t good, please try changing the settings on the Video Out page in the Pa4X. Please refer to page 1030 in the Pa4X Owner’s Manual for instruction. I attached a link to the manual below for your convenience."

ok so the quality does not look bad and I need to read page 1030!!!!!!

Why would I ever want to contact KORG USA for any "OPERATIONAL SUPPORT" ever again?

eli125 · Post by **eli125** » Thu Jun 09, 2016 2:45 am

I Had The Same Problem I called Them Up By Phone Asking Why Im not Getting A Response And They Responded To My Email Already Send So Call Them

kenackr · Post by **kenackr** » Thu Jun 09, 2016 10:20 pm

I'm also confirming that for the last 4 weeks I've written 2 emails asking for help and received NOTHING, phoned twice and was told both times to go to the web site.

In other words, Korg has in effect, SHUT DOWN THEIR CUSTOMER SERVICE. In the past, when OTHER companies get to this point, they have already closed the doors.

Could this be the next announcement from Korg ?

Bye Bye kiddies and thanks for your cash!

Sam CA · Post by **Sam CA** » Fri Jun 10, 2016 12:22 am

Here's the thing. I'm sure if the keyboard is broken or whatever, they will take care of it one way or another. I'm not concerned about that. On the other hand their "operational support" is just NOT there.

Today I received a 2nd e-mail from them. I had requested that they send me a link (any link) to a video that is recorded using the Video-out connection, so I could compare not just for me but for them too, right?

Turns out they don't have an official video recording (or even a 5 seconds sample) so that's all they had to tell me..." we don't have a video"

That would exactly be the type of answer that I can expect from the Guitar Center's rep!

I keep telling them that the Pa4x outputs a blurry image which wasn't the case with older keyboards, but they completely ignore that issue and pick the easiest way out...It's not like a Korg employee could actually get up and test this to see if there's a hardware or software problem...it's not like they could go through the trouble of comparing the image quality between these models...it's not like Korg USA has access to someone who could test this for them....so naturally it's more convenient to say , hey sorry we don't have a video and be done with it!

Anyways, it's confirmed that my Keyboard is NOT faulty. This is in fact the quality that you're suppose to get. Not that people use these keyboards to playback 4k movies, but regardless this blurry output is definitely not suitable for human race...not sure about other species.

kenackr · Post by **kenackr** » Fri Jun 10, 2016 4:52 pm

Sam,

I'm beginning to think there MAY be an explanation.

Paolo says that Korg Italy is only an R&D center (news to me), that also keeps tabs on the independent contractors that build the gear.

I have a source (I.M.F.) that says there was an eruption of Mt. Vesuvius not too long before final assembly began. The contractor who builds the Video Out electronics is located not too far from where the eruption happened. The source says that the eruption coincided at the same time Korg was sending the final plans to the contractor by computer. The contractor, seeing the new circuits, had to do a major revision to the old hardware but they were able to get it to look just like what they were seeing on the screens at the time of the eruption.

The contractor was so proud that they could respond so quickly and even told Korg they should advertise it next year as a new feature, calling it "Vulcan Vision". So you see, you can be proud to have the newest feature a whole year early!

Maybe we can get Paolo to confirm that?

As always, this message will self destruct in 5 seconds

……………………………………

Sam CA · Post by **Sam CA** » Sat Jun 11, 2016 3:30 am

kenackr wrote:... Mt. Vesuvius ...

Oh no ...not my favorite Mt.Vesuvius! Used to love Jules Verne's books...

It wouldn't matter what's causing this problem because according to Korg USA this blurry quality is not bad so there is no problem to begin with!

As far as the quality difference between older models and the Pa4x they don't have an opinion because "they don't have a video"!

What a miserable way to handle a genuine inquiry. I just could NOT motivate them to take me seriously.

I was thinking of writing a letter to KORG about this whole tech support experience. Has anybody done this before? Would that be like complaining to the same people who handle tech support as well? Is there a higher level...?

Giner · Post by **Giner** » Sat Jun 11, 2016 5:19 am

Sam, just google Korg CEO. It brings up the names of the top execs - names I'd never seen before.

Name Board Relationships. Title
Joseph Castronovo No Relationships President and Chief Executive Officer
Diana T. Cecchini 6 Relationships. Chief Financial Officer
Susan F. Paris No Relationships Human Resources Director
Mike Bradley No Relationships Director of Marketing

Korg USA, Inc.: CEO and Executives - Businessweek - Bloomberg
www.bloomberg.com › private › people

You've spoken to the 'oil rags', time to talk to the 'oil'. Good luck.

kenackr · Post by **kenackr** » Sat Jun 11, 2016 8:50 pm

As far as a higher authority goes, a crowd of 40 or so folks with old time looking clothes, pitch forks, lanterns, and thick rope, storming managements' monthly meeting would be very impressive if not frightening. Having the folks erecting a gallows on site that could be seen from their meeting room would be over the top, IMO. Certainly fun but perhaps not effective enough.

The Ultimate higher authority, that more than likely WILL get the job done, is to threaten their pocket books instead. There could be many ways to do that, but the most effective would be to start a publicly open owner boycott of ALL their related musical products.

Of course, you''ll probably need to have an inside mole so you get feedback on what's working or not.

Unfortunately, privately held companies usually don't have as many key managers that might be swayed by outsiders as do publicly held companies and that is where the "revolt" approach is more likely to fail.