Keyboard freezing

[kbrkr]

I am assuming both of you are contacting Korg support and reporting your freeze up problems?

How else will Korg know there is an issue? Posting here wont get any results.

. My understanding is the dealer I use has a close working relationship with korg in the UK and is passing any relevant information over to them, so you have assumed correctly on this occasion, as regards to posting on here "won't get any results"...Are you shore about that or are you assuming?? But thanks for the advice but you can be reassured I am taking care of matter's.

I have worked as a Senior manager in the technology field for 30 years. The only metric that is an important benchmark of/to quality assurance is the number of reported incidents reported to the help desk or support desk. Having your dealer contact Korg circumvents that process. I would call and log a case directly with Korg. Have them issue an incident number, and track it through to completion. If you do not get satisfaction in a reasonable timeframe, i would escalate your support ticket appropriately.

If Korg sees a pattern of many tickets logged for "Freezing" they will prioritize and escalate those types of tickets to the development / QA team and thus your problem will be resolved.

I'm just trying to help.

[D575]

I am assuming both of you are contacting Korg support and reporting your freeze up problems?

How else will Korg know there is an issue? Posting here wont get any results.

. My understanding is the dealer I use has a close working relationship with korg in the UK and is passing any relevant information over to them, so you have assumed correctly on this occasion, as regards to posting on here "won't get any results"...Are you shore about that or are you assuming?? But thanks for the advice but you can be reassured I am taking care of matter's.

I have worked as a Senior manager in the technology field for 30 years. The only metric that is an important benchmark of/to quality assurance is the number of reported incidents reported to the help desk or support desk. Having your dealer contact Korg circumvents that process. I would call and log a case directly with Korg. Have them issue an incident number, and track it through to completion. If you do not get satisfaction in a reasonable timeframe, i would escalate your support ticket appropriately.

If Korg sees a pattern of many tickets logged for "Freezing" they will prioritize and escalate those types of tickets to the development / QA team and thus your problem will be resolved.

I' just trying to help.

unfortunately the last time i talked to someone at korg UK support just after my purchase of the pa4x I was met with a rather rude and unhelpful gentleman which makes me some what reluctant to-do so again at this stage I also don't believe as a customer of a premium product that it up to me as a paying customers to continue or offer my service as a beta tester of sorts, in my world I get paid for my service not the other way round my dealer as iv said is very competent and I have faith in them so the middle man will suffice for now considered the last response from korg as my patient is running thin after 6 month with this keyboard I understand your help here and would thank you but time will now tel how I personally won't to approach korg in the future depending on the solution and outcome in this particular situation

[karmathanever]

unfortunately the last time i talk to some at korg UK support just after my purchase of the pa4x I ment with a rather rude and unhelpful gentleman

That's not nice.

The way it works here is that the retailer raises a support ticket (authorisation-for-repair) which is then booked through a local authorised Korg service agent. If that agent has any difficulties, he would contact and deal with Korg via the country's distributor (e.g. for ordering parts etc..)

The problem for us regarding contacting Korg directly is "who do we contact" and also, what could/would they do?
It would only work if Korg themselves had an international customer support help desk - but as far as I know, they don't (well, not for the consumer).
But you have Korg UK - we don't have Korg Australia - would have hoped Korg UK would be professionally responsive to you - hmmmmmm

We are also well supported here by our government's ACCC (Australian Competition and Consumer Commission).
They will support us with most products that fail in an "unreasonable" timeframe even if out of warranty.

I wish you all the best with getting your PA4X fixed/replaced - push hard!!!!

Pete

[D575]

Thanks Pete I will....I hope I can to get the same point I did with the pa3x as I had great admiration for it and korg at that time and was a key component in my rig, it would be nice to reach the same point and more as one would expect with a new next generation model once my personal problems with pa4x and the overall general problems at large are quickly resolved which are much needed by us the customer.

[kenackr]

kbrkr,

I agree completely that is the way resolution should be made to come about. Keep in mind though that not every organization can manage to make it happen that way each & every time. Or put another way, "things happen and we don't always know why"

[mintjamman]

As I said earlier call Korg and speak with Saulo he is very helpful and recently I was assisted by him and his Managing Director. Its as much in Korg UKs interest to not only be aware and investigate your problems but to also find a solution for you as a customer and based on my own experiences with Korg UK I am sure that they will be receptive to you.
Let us know how you get on