Korg Forums

kshacklett · Posted: Fri Oct 10, 2014 6:52 pm Post subject:

Wonderful. So instead of being able to order the part with one phone call last Wednesday for $53 plus a few bucks shipping, I get to make 20 phone calls, post on the Kronos forum, and I'm still waiting for the call from Korg I was supposed to get yesterday, after being referred back to the same office with a different phone number by one of Korg"s "authorized" parts distributors for a part number, which could not be ascertained by the parts distributor themselves. And who knows what it will end up costing..if and when I ever actually get the part.. Now there's some real service for ya! Just think how much more human contact this new policy has generated. I've made all kinds of new friends.

Wouldn't it be nice if all businesses operated the same way... Just think if we all had to contact "authorized service centers" every time we needed a car part...since cars are not "user serviceable"...whether you know how to service them or not.

Way to go, Korg...we need more monopolies in the world!

All the same, I appreciate any and all effort by Dan and others to clarify this situation.

GregC · Posted: Fri Oct 10, 2014 6:56 pm Post subject:

lonelagranger · Senior Member Joined: 17 Feb 2009 Posts: 291

danatkorg · Posted: Fri Oct 10, 2014 8:13 pm Post subject:

kshacklett · Posted: Fri Oct 10, 2014 10:06 pm Post subject:

The "service manager" at Korg USA, not having big enough balls to call me and explain the situation, has relayed the message that the manufacturer no longer supplies this crucial replacement part.

This is an utter outrage and totally intolerable. I hope that the moderators at this website have enough integrity to advise the Korgs customers of this situation.

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.

Hear that, Korg? So Korg"s biggest distributor, Korg USA, has no control over this? Well, I'd say they had better get some control.

SanderXpander · Platinum Member Joined: 29 Jul 2011 Posts: 7860

Just as a FYI, while Dan participates here occasionally, this forum is not actually owned by Korg. Sharp is owner and founder. When his ISP complained about the high traffic Korg USA kindly offered to provide hosting but that's as far as the relationship goes. This is not an official channel of communication with them, it's a gathering place for Korg enthusiasts. I hope you get your Kronos fixed. I hope your boycot is a fluke though.

BSV73 · Junior Member Joined: 08 Jul 2013 Posts: 59

I hate to speculate even further but doesn't this confirm that the kronos is being discontinued?

danatkorg · Posted: Sat Oct 11, 2014 12:13 am Post subject:

I've confirmed that these parts are available to authorized Korg service centers.

I have heard that you may now be in contact with an authorized service center, so hopefully that will straighten things out and you'll be up and running again soon.

Best regards,

Dan
_________________
Dan Phillips
Manager of Product Development, Korg R&D
Personal website: www.danphillips.com
For technical support, please contact your Korg Distributor: http://www.korg.co.jp/English/Distributors/
Regretfully, I cannot offer technical support directly.
If you need to contact me for purposes other than technical support, please do not send PMs; instead, send email to dan@korgrd.com

kshacklett · Posted: Sat Oct 11, 2014 9:33 am Post subject:

I'm leaving no stone unturned here. I've contacted Korg USA directly, and both their US parts distributors that they list on their website, but I haven't actually tried a service center outside of Korg USA. I highly doubt that it will do any good, but I will wait until I contact a couple service centers before I embark on my campaign to punish Korg for this apparent outrage.

In my 45 years as a pro I have owned somewhere around 50 keyboards and modules, along with a lot of other music and recording gear. This is by far the most egregious failure by a manufacturer to support their product I've ever heard of. The only encounter I've had that even comes close is Tascam making the unusual power supply for their MM1 keyboard mixer unavailable long after it was out of production. Mine is still collecting dust in my studio.

There is absolutely no excuse for this dismal situation. It is a monumental display of either an unethical business practice or gross incompetence of management.

If Korg does not rectify this situation it is an absolute certainty that they will NEVER hear the end of it. I guarantee that the internet will be the great equalizer.

lonelagranger · Senior Member Joined: 17 Feb 2009 Posts: 291

I am sorry that you are going through this nightmare. I would be very frustrated if I was in your situation. You are correct, it is an outrage. These companies are no longer interested in customer support. They are interested in selling product and that's all. If I were you I would try and find a contact point for someone in authority at the corporate level. Don't deal with people that cannot help you or direct you to others. Find someone that finds the fact that he has to handle the problem an irritant. You will see how fast it gets resolved if you can get to the right person. Think big not little.

lonelagranger · Senior Member Joined: 17 Feb 2009 Posts: 291

jimknopf · Platinum Member Joined: 17 Jan 2011 Posts: 3374

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.
_________________
Kronos 73 - Moog Voyager RME - Moog LP TE - Behringer Model D - Prophet 6 - Roland Jupiter Xm - Rhodes Stage 73 Mk I - Elektron Analog Rytm MkII - Roland TR-6s - Cubase 12 Pro + Groove Agent 5

lonelagranger · Senior Member Joined: 17 Feb 2009 Posts: 291

I totally agree with you. I love Korg products and have owned just about every keyboard they have made, especially the big ones. My gripe is like you say; this poor guy shouldn't have to go through such a convoluted procedure just to get this keyboard running again.

I hope he can get it fixed soon.

Hedegaard