KRONOS REPLACEMENT TOUCH SCREEN UNAVAILABLE?????!!!!!

phil55 · Post by **phil55** » Wed Oct 15, 2014 12:31 pm

danatkorg wrote:
Derek Cook wrote:
danatkorg wrote:As I wrote earlier: if something seems too crazy to be true, it probably isn't true.

I have confirmed that replacement touch-screens are available from Korg USA. These are available to authorized service centers only. The Kronos is not user-servicable; if repairs are needed, contact an authorized service center. Your national Korg Distributor can help you to find an authorized service center; for a list of authorized service centers in the USA, see http://i.korg.com/dealerlocator.
Is it not reasonable for electronics savvy people to be able to repair keyboards themselves? Especially when the keyboard is out of warranty. Of course to do that, you need access to a supply of parts.
Take a look at Parts Is Parts. Many Korg parts are available to users. Some are not. Availability will certainly vary from time to time - as has been the case here. I expect that you would find the same with any other high-tech musical instrument company.

Korg does not, in general, support user-servicing of current models. This includes the distribution of service manuals, which are available only to authorized service centers. Again, I expect that you will find the same is true with many other companies.

I am not responsible for this policy, but I can imagine various reasons for it, including liability. The company has been around for a long time, and as far as I know this general policy has been in place for a long time. Policies may also vary from nation to nation, depending on the Korg Distributor for that nation.

At any rate, I'm glad that it's been confirmed that the part in question is in fact still available, and that Kerry's damaged Kronos should be up and running again soon.

What does one have to do to become an authorized service centre?

If you own a car and are mechanically inclined, you can usually get a service manual of your own.

Just because other companies have this policy doesn't make it right. The lesser of two evils is still evil.

The KRONOS has many parts that can be serviced by a computer repair person. It's fortunate that the service centre I used, Best Buys, didn't need a manual as it was obvious to the tech what he was looking at. But if he did need a service manual, i have a copy.

I think if Korg allowed access to service manuals and parts, it would be excellent PR for the company and quite likely consumers would feel more secure that they could keep their KRONOS's serviced and maintained without flying through hoops, like shipping and delays, to get it sorted.

pedro5 · Post by **pedro5** » Wed Oct 15, 2014 1:35 pm

kshacklett wrote: For what it amounts to, I'm initiating a boycott of Korg. I will immediately advise the thousands of people who follow me on youtube and facebook to spread the word. I will advise all the bands, including Spock's Beard and others, along with the audience, at the progfest in Chicago that I will be playing this month. My friend, Patrick Moraz, will hear of this today. And I'm sure I will figure out some way to embarrass Korg at the next NAMM show. I think I can probably manage to distribute a few thousand flyers before they kick me out.

So is this the way to resolve such matters ?

Perhaps a lesson for us all.

manuriga · Post by **manuriga** » Wed Oct 15, 2014 2:08 pm

this whole story scares me a bit. i only know that in the world people get killed for less then 3700 euro

i am not sure how i would react if something happens like this.
but i have all faith in remaining calm. Because somewhere someone
always is willing and able to help you.

its only said to know that Roland still services my Jupiter 8 and replacing keybeds for free on JD800's. Kronos is not much more then a computer in a box with superb software. i am scared thinking what will happen if the Motherboards are out of stock....

Bachus · Post by **Bachus** » Wed Oct 15, 2014 2:53 pm

jimknopf wrote:This whole story really seems to confirm that the present Kronos hardware is discontinued.

Nevertheless I'm sure they will not leave the Kronos OS, even if they modify it for new hardware. It has cost too much development and is much too good and successful to be left behind, including access to a big array of sound libraries available meanwhile.

Replacing the screen without having to run around like a lost sheep is a must, and the trouble the OP got into just is a shame, no matter if and how the issue is resolved.

Atleast they should expand uppon it... there is still a lot to be added

adding new things to the current engines(like DNC to theHD1 engine), getting a totally upgraded sequencers that allows you to select scenes (ableton), more DAW capabillities, full daw integration. support for VST(effects) Karma upgrade to atleast what Yamaha is getting, and hopefully more engines ... ( arent we all wayting for a synth engine specially created for brass, wind and the like instuments),,...

Back on topic, how illegal is it for a Korg service center to sell the individuall parts to end users? What actions will korg take against them if they do? Dont know about korg, but Yamaha tends to be a real bitch to resellers that break Yamahas rules...

Derek Cook · Post by **Derek Cook** » Wed Oct 15, 2014 5:27 pm

danatkorg wrote:
Derek Cook wrote:
danatkorg wrote:As I wrote earlier: if something seems too crazy to be true, it probably isn't true.

I have confirmed that replacement touch-screens are available from Korg USA. These are available to authorized service centers only. The Kronos is not user-servicable; if repairs are needed, contact an authorized service center. Your national Korg Distributor can help you to find an authorized service center; for a list of authorized service centers in the USA, see http://i.korg.com/dealerlocator.
Is it not reasonable for electronics savvy people to be able to repair keyboards themselves? Especially when the keyboard is out of warranty. Of course to do that, you need access to a supply of parts.
Take a look at Parts Is Parts. Many Korg parts are available to users. Some are not. Availability will certainly vary from time to time - as has been the case here. I expect that you would find the same with any other high-tech musical instrument company.

Korg does not, in general, support user-servicing of current models. This includes the distribution of service manuals, which are available only to authorized service centers. Again, I expect that you will find the same is true with many other companies.

I am not responsible for this policy, but I can imagine various reasons for it, including liability. The company has been around for a long time, and as far as I know this general policy has been in place for a long time. Policies may also vary from nation to nation, depending on the Korg Distributor for that nation.

At any rate, I'm glad that it's been confirmed that the part in question is in fact still available, and that Kerry's damaged Kronos should be up and running again soon.

Dan,

Thank you for taking the time to reply. Availability sure can be the issue, but if available I think it is reasonable for a competent electronics person to do his own repairs and accept the liability. If I fried myself or the Kronos due to my own actions, you can be confident that I won't try and blame Korg! But you are talking to a competent electronics tech who also works in supplying safety critical software, so I know a thing or two about liability and competency

What I don't understand is that you say that it is not Korg's policy to allow user servicing, butt then say that many parts are available from "Parts is Parts", How does that work? But this appears to be a US company.

Is there a UK source of parts? I am used to ringing Yamaha Kemble up for the times when I have needed parts for Yamaha keyboards?

If I cannot get parts or service from Korg, will I need to shout loudly and publicly in the way that Kerry had to to keep my £2.5K investment working?

Sorry to have to ask that, but if I had known about this, I might have thought twice about buying the Kronos, no matter how good it sounds!

burningbusch · Post by **burningbusch** » Wed Oct 15, 2014 5:44 pm

I've opened my Kronos several times to upgrade RAM, SSD, etc. But replacing the screen, I don't think I'd ever attempt.

This video (I don't believe has been posted here) gives you a good idea of the challenges.

https://www.youtube.com/watch?v=8Zbi1g2kync

Busch.

danatkorg · Post by **danatkorg** » Wed Oct 15, 2014 7:12 pm

Derek Cook wrote:What I don't understand is that you say that it is not Korg's policy to allow user servicing, butt then say that many parts are available from "Parts is Parts", How does that work?

Actually, I wrote something a little different from that:

danatkorg wrote:Korg does not, in general, support user-servicing of current models. This includes the distribution of service manuals, which are available only to authorized service centers. Again, I expect that you will find the same is true with many other companies.

Derek Cook wrote:Is there a UK source of parts?

For all service-related questions, contact your national Korg Distributor. In your case, that would be Korg UK.

Derek Cook wrote:If I cannot get parts or service from Korg, will I need to shout loudly and publicly in the way that Kerry had to to keep my £2.5K investment working?

I don't think this is an accurate description of what happened here.

If Kerry had gone to an authorized service center, they would have been able to replace the screen quickly and easily. The difficulty arose from his pursuing an alternate approach; while I understand his reasoning for doing so, in this case the standard approach would have worked more smoothly.

I'm very glad that his Kronos should be up and running again soon.

phil55 · Post by **phil55** » Wed Oct 15, 2014 7:13 pm

burningbusch wrote:I've opened my Kronos several times to upgrade RAM, SSD, etc. But replacing the screen, I don't think I'd ever attempt.

This video (I don't believe has been posted here) gives you a good idea of the challenges.

https://www.youtube.com/watch?v=8Zbi1g2kync

Busch.

Curious - Is the guy in the video an authorized Korg service repair man? If not, he seemed to be able to get a part from Korg..

RichF · Post by **RichF** » Thu Oct 16, 2014 3:52 pm

Hello all,

Sorry I'm a bit late to this, but I just wanted to chime in with official confirmation from Korg USA that the Kronos (and Kronos X) touchscreen parts are NOT discontinued, and are currently available to authorized service centers.

Thanks,
-Rich

lonelagranger · Post by **lonelagranger** » Thu Oct 16, 2014 10:58 pm

It is nice to know that the screen is available from an authorized service center, from which, Korg makes no profit. Maybe they would consider selling it directly to the customer and then make a profit. Simple bean counter advise if you ask me.

Remember, more money good. Less money bad.

StephenKay · Post by **StephenKay** » Fri Oct 17, 2014 3:06 am

It's nice that so many people here apparently believe they have the skills to do such a repair; however, it puts me in mind of that old joke about the service center repair rates:

SERVICE REPAIR RATES:
$50 per hour
$75 per hour if you watch
$100 per hour if you tried to fix it first

kshacklett · Post by **kshacklett** » Fri Oct 17, 2014 4:50 am

If replacement touchscreens are available at authorized service centers, why was I not informed of this by the service manager at Korg USA? Why was I told by Korg USA that touchscreens were not available from the manufacturer and that Korg USA had no control over that situation? Why was I told by Korg USA that the touchscreen they offered to send me would be taken from an existing Kronos? Do not authorized Korg service centers in the USA procure their parts from Korg USA? Surely they can't get them from the manufacturer when Korg USA can't.

I have a strong feeling that this debacle was unavoidable by me, and that Korg really should improve their parts procurement and distribution.

SanderXpander · Post by **SanderXpander** » Fri Oct 17, 2014 6:50 am

Or simply their communication.

ksi · Post by **ksi** » Fri Oct 17, 2014 7:05 am

StephenKay wrote:It's nice that so many people here apparently believe they have the skills to do such a repair; however, it puts me in mind of that old joke about the service center repair rates:

SERVICE REPAIR RATES:
$50 per hour
$75 per hour if you watch
$100 per hour if you tried to fix it first

the second option is really interesting

kshacklett · Post by **kshacklett** » Fri Oct 17, 2014 7:28 am

"I like to watch". ~ Chauncey Gardner