Korg Forums

[Minneapolis Musician]

Imagine trying to solve a technical problem through email only, where it takes 2-3 *business days* between replies.

That's Korg's "customer service."

1) You cannot talk to a technician. You have to send an email.

2) If you send your question on a Thursday, they may not even reply until the next week on Tuesday!

3) When their email back to you arrives, it might say, "Have you read the manual? Look at page X"

4) So you reply "I did read the manual, this seems to be a defect."

5) In another 2 to 5 days, their reply comes: "Did you make a mistake and not do X or Y"?


This could take weeks at this snail speed.

Clearly, they need to have a person you can TALK to. If your issue is covered in the manual, they need to tell you the pages and that's it.

They should not have to give personal training over the phone. You have to read the manual.

BUT if your issue is not covered, they need to help you as you sit at your keyboard.

AND, if your unit is defective, they need to help you get it fixed or replaced as soon as possible.

I understand that many people fail to read or understand the manual on something as complex as the PA series arrangers. But they need to let you talk to a person to determine that.
_________________
Synth song of mine: https://www.reverbnation.com/glenngalen/song/21469847-searching-and-believing-synth-beat

PA4x harmonies, Beach Boys song: https://youtu.be/3drsnU6j8Po?t=3m25s


All songs: http://www.reverbnation.com/GlennGalen

[Nemik]

I love Korg, but I hate Korg USA Corporation customer service !!!
Wasting time try to work something right with them.
_________________
Nemik
Korg Kronos2-61, Korg Pa600, Novation UltraNova, Akai Professional MPK49, Akai Professional MPK225 , Alesis QX-49, APC25 Keys, Launchpad MK2, Korg nanoPad2
MOTU Midi Express XT, FCB1010 with UnO, Behringer X2222 USB, TASCAM Model 24 Mixer, Presonus AudioBox96, M-Track Plus
Fl Studio 12, Ableton Live 10 Suite.
Performers Heaven

[Salto]

I love my Korg Boards, but I am with you on this. I wouldn't start this thread but it is true.

Their support is non-existent for my purposes. I can't even consider calling them, because I need answers now....Not in a few days.....

I am guessing they just get slammed with calls and it is too overwhelming to staff to handle the glut of calls..

Wish I could do that with my clients. Get paid and then never have to deal with them again...........
_________________
SteveA

www.stevealtonian.com

Korg PA 4X 76-Korg Triton Extreme-Breedlove American C25-Fishman Artist Acoustic Guitar Amp-Tascam DP 24 Digital Multitrack

[Minneapolis Musician]

I, too, own a business. It's a software business. When my corporate clients call with a problem, they have my cell phone number. I get it fixed ASAP.

I hear from a distributor that Korg customer support was expensive because people would not read the manuals and expect personalized training over the phone.

I get that.

But they NEED to have a way to screen calls, and deal with real issues involving hardware and software glitches.

How is the competition on customer support, I wonder? Yamaha, Keytron, Roland?
_________________
Synth song of mine: https://www.reverbnation.com/glenngalen/song/21469847-searching-and-believing-synth-beat

PA4x harmonies, Beach Boys song: https://youtu.be/3drsnU6j8Po?t=3m25s


All songs: http://www.reverbnation.com/GlennGalen

[Sam CA]

Once upon a time, they did have a limited phone support in the US. Even then, I had trouble getting a basic problem solved, but at least you were talking to a human in real time. They dropped the phone support last year I think. I say "limited support" as for anything technical they wanted you to write to Korg Italy. So my Guitar Mode question was answered that way. In other words, it wasn't a very useful service the way it was set up. It was just there to handle very general issues and stuff.
_________________
Sam

[robkeith]

[Sam CA]

[DonM]