Korg Forums

Hi Yashir:

Yes, I understand your point, and I do "get" that people think of the brand itself. And there is room for improvement in our handling of matters like this.

But I did not say that you should make friends with a Service Center. It is the Distributor for each country/territory that is your "Korg". They can be found here:

http://www.korg.co.jp/English/Distributors/

I also recognize and apologized for the fact that in this instance our internal communication/coordination was not handled/executed well. And we are making up for that.

Regards,

Jerry

yashir wrote:I noticed that you guys in your posts heavily rely on distinctions between Korg Italy, Korg US, Korg Japan, Korg this and korg that. Those technical differences would only make sense to a korg personal, not to an average user who invested on your instrument. To us korg is korg. I can see how easy it is to spot "KORGUSA.COM" is a website that's run by USA, but what about "KORGPA.COM"? Somebody has to run the website, and that someone could be from Italy, or US...we do not care who runs the website, and where they are from. All we need to know in a customer level is that "KORGPA.COM

Injection of reality, niceness is for Ladies:
You might be a great player, musician, artist and whatever but obviously
you know nothing about Korg or instruments...you contradict yourself and
you are rude to everybody. Thats not the way to go, i can be a lot more
rude then you (and used to be) but things dont work like that in real life.
If you think Korg Usa, Korg Italy and Korg Japan is the same thing then
you need to do some home work...if you are lazy then it is your problem
and not Korg's problem. To you everything might seem Korg, even Roland
or Yamaha, cuz they both make Keyboards so call them all Korg but that
also doesnt work like that. You have to go thru certain procedures before
you get anywhere, you cannot just call Mr Kato directly. The people clearly
told you that Korg USA or Jerry have NOTHING AT ALL to do with your
Keyboard nor Jerry represents Mr Kato in here. If you live in the USA then
its a different story but still nothing to do with Jerry, there is authorised
repair services in here for which YOU pay or KORG pays based on waranty.
So for you to come here YESTERDAY with 15 posts, coming down from the
clouds and RUN YOUR MOUTH LIKE BLIND around wont do nothing, trust
me on this, we will all reject you, you will stay here few days and gone.
So put your self back together and be normal like the rest of us, stop
being smart, there is a lot smarter then you in here, people that you cant
even serve nor give them a glass of water. Youb have to understand that
this forum HAS NOTHING TO DO WITH ANY KORG, JAPAN, USA OR ITALY,
but it is run and paid for by James from Ireland and Darren from NJ. Even
Jerry has no obligations and responsibility to be here and listen to your a$$.
You dont know who Pete is, you dont know who i am, you dont know who
Rob is, you dont know who anyone in here is...stop being rude to them.
And this is the only topic you've participated so far, all 18 posts i guess.

Good luck with your PA2X.

“Under the Sale of Goods Act, retailers are responsible for faulty goods (that are not 'of satisfactory quality') for up to six years after you bought them.  In Scotland the period is five years after something goes wrong.  'Satisfactory quality' covers various aspects that could be wrong with the goods, including whether they've lasted as long as you could reasonably expect.  A 'reasonable' lifetime for different products is not defined in law and would ultimately be for a court to decide.  But, for example, you might reasonably expect a £600 television to last longer than 18 months, but you wouldn't necessarily expect compensation if a £20 kettle broke down in this period.”



EXTRACT by kind permission of WHICH?, the magazine of the Consumers Association, February 2001.  Applies to the UK only.



As you can see; the statement above applies to the UK, but it clearly states that the supplier, (not the manufacturer) is liable in the first instance, (of course, the manufacturer may be liable in the second instance) under British law. In most countries (certainly the USA or European countries) you should have no trouble finding something like this on the internet. Retailers are for ever trying to evade responsibility for the goods they sell, (and for shipping). I hope this is of some help to you.

BasariStudios wrote:
Good luck with your PA2X.

Sorry, I couldn't make any sense of what you said, so I had to fast forward to the last line. Looks like your English is as bad as mine.

I don't own a PA2X, but thanks.

Pete PMed me and I accepted my fault to some extent. I don't know if he's going to accept his. I'm not proud of the extra stuff but I'm glad Jerry managed to see the questions under the rubble. Today I ran an experiment by calling Korg service center's randomly within the 25 mile Radias of 91325 zipcode. (Northridge california) I could share the result, only if people don't get upset.

Yashir wrote:I don't know if he's going to accept his

Accepted of course.

Hi Jerry,
Unfortunately, none of the service centers that I contacted via e-mail or phone have any knowledge of your official response. The ones that I talked to, or the once that bothered to respond are not aware of a service note like that from Korg.

yashir wrote:Hi Jerry,
Unfortunately, none of the service centers that I contacted via e-mail or phone have any knowledge of your official response. The ones that I talked to, or the once that bothered to respond are not aware of a service note like that from Korg.

Hi Yashir,

The ONLY place to contact in the USA for authorization of repair under warranty is the Korg Distributor who is (according to Korg's web site) ...

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

Korg have stated several times that the customer must contact the regional Distributor for warranty repair work. So why did you phone round a load of service centers? Why is that relevant?

Regards,
Rob

Just dropped in my PA2X Pro for the LED repairs.
Now to see how long it will take for repairs.

Paul

Rob Sherratt wrote:
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

Rob,
Not related to the LED issue, I've never received any kind of response from that phone line and/or the e-mail address. I don't know if that's changed now, but the phone line was used to be just a mail box, so you could only leave messages. Once I bought a VHS triton studio tutorial from Korgusa.com and the video would get stuck in any kind of video player I tried. I called them and e-mailed them multiple times but they completely ignored me.
I've tried the same e-mail address to report bugs and problems with PA800, but no luck... .It's like there's no body on the other end of the line. At least I was lucky enough to walk away with less than $100 worth of damage. I hope that day will never come that I place another phone call to get something on my korg keyboards fixed. I still wonder what happened to my e-mails. I can understand if they missed 1 or 2 , here and there, but what about the rest? That's the major problem with Korg USA. If i send two e-mails one to President obama, and one to Korg USA, I'd have a better chance of hearing back from Obama! I stopped contacting korg about a year ago, i dont' know if that's changed at all.

Well ... the above details are the official contact details for Korg in the U.S.A, taken from Korg's very own web site. So ... If anyone like Sam contacts a Korg Distributor on a warranty or repair matter and you receive either no reply or an unhelpful reply, then feel to publish full details here, giving specific date and time of contact, name of responder etc, and full details what was discussed.

Specifically every owner of a defective Pa2x or Pa800 should be demanding ...

a) Given that these are manufacturer faults, customers should be compensated for any losses they incurred. Full refunds or expedited replacement products should be offered. A turn-around time of no more than one week should be guaranteed. The customer should be reimbursed for shipping costs. A full exchange service should be provided with a new keyboard being shipped to avoid delay to the customer.

b) Korg worldwide should accept their ethical and legal responsibility to fix manufacturing faults even if those faults manifest themselves outside of the normal warranty period. If they do not step up to their ethical responsibility then I say the company are villains who do not deserve to stay in business.

c) According to some forum members - e.g. in the USA, Customer phone calls are unanswered and emails to the official Korg USA contact points are ignored. What if anything do Korg have in place to demonstrate your responsiveness in communications with your customers? Are any statistics gathered?

d) Let's hear it from all the Korg Distributors throughout the world. What are you doing about the known manufacturing faults on Pa800 and Pa2x keyboards, are you responding to your customers, and how are you compensating them?

BETCHA - Korg Distributors with exception of USA won't publish any response about this.
BETCHA - Korg HQ in Japan won't give a damn.
BETCHA - There is no co-ordinated global response by Korg about this.
BETCHA - Korg's arranger business will be closing down soon.
BETCHA - Korg arranger customers will in any case switch to other brands.

Regards,
Rob

Good Lord! I don't know about other members here, but I just can't believe that its all come down to this!

The tenor of things here in recent weeks surrounding this whole LED issue with the PA2X is essentially on par with the management at www.fenderforum.com blasting all things "Fender" or the membership at www.lespaulforum.com abandoning Les Paul guitars! But is this truly all there is left for us? Is corporate Korg honestly prepared to sit idly by, letting this thing fester and literally 'meltdown' to this extent? Its unimaginable to me.

As the owner of a brand new PA2X myself, I am literally 'stunned' by its overall quality, features and versatility. In fact, as I've duly noted to several other PA2X owners, our purchase of the PA2X has proven to be nothing short of "life-altering" in nature - that's how spectacular I think the PA2X is! But given the traffic on this board in recent weeks, some would say that I needed to have my head examined before even considering such a foolish purchase!

And why? Is it because I was truly uninformed and "foolish"? Is it because the PA2X is an inherently "bad" keyboard? Does the PA2X fail to deliver the goods as advertised relative to its competitors by demonstrating a slew of design flaws or fatal operational defects and errors? No! It's not about the product or an overly demanding community of owners. Rather it's about the manufacturer (Korg) and its apparent insistence on minimizing the professional arranger community worldwide by doing what manufacturer's all seem to do these days - dodging the problem outright, regardless of who is responsible for it (hoping that it'll eventually go away without incurring any losses themselves), or by ignoring the problem altogether and staying purposefully but conveniently uninformed in hopes of saving a few bucks. But how short-sighted is this?

C'mon Korg! A review of the postings on this and related threads in recent weeks shows some very heated language and some very frustrated consumers, and they can't all be wrong. We're all aware of the fact that Korg is a Japanese entity and its well known that the Japanese are interminably frugal, but its high-time to address this situation formally. Bite the bullet for Christ's sake! Make the admission, assume the responsibility, assign someone to the task, document the circumstances, publish a policy, accept the minimal losses, and honor this community of devoted patrons! Its not a heavy-lift! One single person of authority on your payroll, assigned to this project for just one week, could quickly implement all of the communications necessary to permanently put this mess to bed in perpetuity. To do otherwise makes no sense. You spent decades developing a worldwide following and now you're going to spend just hours or days destroying it all?

Rob Sherratt wrote: Korg have stated several times that the customer must contact the regional Distributor for warranty repair work. So why did you phone round a load of service centers? Why is that relevant?

Regards,
Rob

It would not have been relevant if Korg Italy or Korg USA responded to my messages. This whole thing would've been much easier only if they had posted their responce on Korgpa.com for the keyboards that were affected by faulty LEDs, and Memories. They have the worst communication system amongst all musical instruments manufacturers at this moment. Honestly, with them It feels like you live in late 19th, or early 20th century. Their websites are all outdated with things that still read "NEW" after being there for couple of years. They don't return messages. And after spending some time reading posts on this forum, I realized the only time Korg personal post anything on here is only if you literally set a thread "on fire". That brings their attention to the forum temporarily, and then they suddently vanish from the face of the earth again. The last post by korg was posted on this forum about a year ago, until Jerry said something few days ago. If anyone questions that, the anwer is : well, this place "is not affiliated with Korg", so if they're here, you should be thankful, consider yourself lucky..etc.
Interaction between users and korg is almost non existent. This morning I was going to ask a question about "how to combine sets". After a quick search, I was amazed how many times this had been already asked, and not even once they had responded to this major request and the list goes on.This is definitely beyond a few broken LED. This is not even about LEDs any more. Their whole customer service policy needs a massive boob job.

I agree with you YASIR.

The best customer service and interaction between manufacturer and consumers is BOSE. see http://bose.infopop.cc/6/ubb.x

Members on this forum has been very helpful too.

cheers
Paul

paul wrote:
Members on this forum has been very helpful too.

cheers
Paul

Paul, thanks for speaking up. Yes, you're right. I can't agree with you more. I've been using the search function non stop, and I could see that.