Went to update to 3.0.2 - DEAD KRONOS. :(

Rigel · Post by **Rigel** » Tue Dec 09, 2014 5:08 pm

You should have called your local Korg service center in the first place . It should be easy to find. Check Mr Dan Phillips' signature. If I had a hardware prob with my K, thats what I'd do.....

pedro5 · Post by **pedro5** » Tue Dec 09, 2014 7:28 pm

McHale...
Here in the UK contacting Korg support via email usually takes up to 3 days for a proper reply,sometimes earlier.
Always received an immediate return confirmation though,so,if this is missing, it may be worthwhile for you to send another.

I find that although phone contact may be quicker to deal with some problems,it will depend on who you speak to at that time and they may not be able to provide answers on the spot etc.
Using email can allow more time to route things in a better way,initially, so that the "right" people can deal with it.
This could take longer,but will be worth the wait to get the correct information.

I have had excellent responses from Korg UK several times and despite not being able to resolve just a couple of problems out of many,I can honestly say that I've been satisfied with their service.

danatkorg
Another vote of thanks for all the help and advice you've kindly given to us all !!!

Best Wishes.

McHale · Post by **McHale** » Tue Dec 16, 2014 8:54 pm

Ugh.

JUST called Parts is Parts again (talked to Mike). Again, VERY nice guy.

They do not have the part. Must be ordered.

According to Mike, KORG does not have the part.

Korg will have to order it then send it to them before sending it to me. Time for delivery (if it's available) is 3 to 4 months. He also said he could order it today to start the process only to find out in 3 or 4 weeks that it is a discontinued part and no longer available.

-Mc

SanderXpander · Post by **SanderXpander** » Tue Dec 16, 2014 8:57 pm

McHale, not to doubt your contact, but Parts is Parts is (according to Dan) NOT an official service center and may not have completely accurate info. Just to be sure it might be worth calling an official service center.

McHale · Post by **McHale** » Tue Dec 16, 2014 9:05 pm

SanderXpander wrote:McHale, not to doubt your contact, but Parts is Parts is (according to Dan) NOT an official service center and may not have completely accurate info. Just to be sure it might be worth calling an official service center.

I have been going back and forth with Korg support via email and when I asked where they suggest I buy the part, they said Parts is Parts. Unless I have a comprehension problem (which I'm not ruling out), I'm doing things the official way.

I sent support@Korg an email and CC:d Dan on it. I'd prefer to stick with Korg approved parts to get this working again but I'm not against hacking together a power supply if needed. Just want to see what all of my options are before I go that route.

-Mc

McHale · Post by **McHale** » Fri Dec 19, 2014 4:26 pm

Still haven't gotten a response to my email I sent at the beginning of the week. This is taking a LOT longer to repair than needed. So, to summarize...

My AUTHORIZED Service Center says the part isn't available.

The place Korg says to call for parts says Korg says it isn't available.

Dan and Support@Korg says the part IS available.

Repeat.

-Mc

jimknopf · Post by **jimknopf** » Fri Dec 19, 2014 4:38 pm

Ouch. Feel with you.

Sounds like Korg Support has to talk a word or two with their own partners, before things have a chance to go ahead for the customer.

McHale · Post by **McHale** » Fri Dec 19, 2014 4:48 pm

jimknopf wrote:Ouch. Feel with you.

Sounds like Korg Support has to talk a word or two with their own partners, before things have a chance to go ahead for the customer.

Well the last email I received from Korg Support (a couple weeks ago) said to DEFINITELY call Parts is Parts for the power supply but to give them a couple of days to get things straightened out. I waited over a week. So either Parts is Parts is correct (and up until now, I've never had any issues getting any parts from them) or Korg Support is wrong. Considering I contacted the manufacturer of the power supply personally and THEY said it was no longer being manufactured, it's not looking good. But I also asked about the Kronos X power supply, which is supposed to be a current part and they said THAT wasn't available either.

Don't get me wrong, I LOVE Korg gear and as you can tell by my signature, I own quite a few and have owned many, many more over the years. I use them exclusively in live situations but this is really making me rethink a lot of things going forward. If expensive gear fails this easily and parts aren't available to repair it, it's simply unacceptable.

-Mc

danatkorg · Post by **danatkorg** » Fri Dec 19, 2014 6:28 pm

McHale wrote:
jimknopf wrote:Ouch. Feel with you.

Sounds like Korg Support has to talk a word or two with their own partners, before things have a chance to go ahead for the customer.
Well the last email I received from Korg Support (a couple weeks ago) said to DEFINITELY call Parts is Parts for the power supply but to give them a couple of days to get things straightened out. I waited over a week. So either Parts is Parts is correct (and up until now, I've never had any issues getting any parts from them) or Korg Support is wrong. Considering I contacted the manufacturer of the power supply personally and THEY said it was no longer being manufactured, it's not looking good. But I also asked about the Kronos X power supply, which is supposed to be a current part and they said THAT wasn't available either.

Don't get me wrong, I LOVE Korg gear and as you can tell by my signature, I own quite a few and have owned many, many more over the years. I use them exclusively in live situations but this is really making me rethink a lot of things going forward. If expensive gear fails this easily and parts aren't available to repair it, it's simply unacceptable.

-Mc

Since the new KRONOS uses the same power supply as the KRONOS X, it's impossible that the KRONOS X power supply would be discontinued. I'm looking into this again.

McHale · Post by **McHale** » Fri Dec 19, 2014 6:34 pm

danatkorg wrote:Since the new KRONOS uses the same power supply as the KRONOS X, it's impossible that the KRONOS X power supply would be discontinued. I'm looking into this again.

MUCH appreciated. If you have a part number, could you pass that info along? I'm wondering if they are looking up old part numbers that have since been refreshed/changed. That's the only thing that makes sense and since there's nobody else I can contact, it's super frustrating.

Thanks Dan.

-Mike

RichF · Post by **RichF** » Fri Dec 19, 2014 8:02 pm

Hello McHale,

I'm sorry for all this confusion. Our service department just spoke on the phone with the owner of Parts Is Parts to clear things up. Although we had the correct part on file, they were indeed looking at some older documentation. We relayed your contact info to them, and they will be putting in an order for the power supply for you.

I will follow up to make sure this is resolved.

Thanks,
-Rich

McHale · Post by **McHale** » Fri Dec 19, 2014 8:09 pm

RichF wrote:Hello McHale,

I'm sorry for all this confusion. Our service department just spoke on the phone with the owner of Parts Is Parts to clear things up. Although we had the correct part on file, they were indeed looking at some older documentation. We relayed your contact info to them, and they will be putting in an order for the power supply for you.

I will follow up to make sure this is resolved.

Thanks,
-Rich

You rock, Rich. Thanks a ton. Thanks again to Dan as well. Out of curiosity, is this for the original power supply or the current one for the Kronos X? I think I'd rather have the newer one which seems to be more reliable.

-Mc

McHale · Post by **McHale** » Fri Dec 19, 2014 9:27 pm

AAAAAAAAAAARRRRRRRRRRRGGGGGGGHHHHHHHHHHHHHH

Just got an email from Parts is Parts. They said the info I was originally told (which Korg says is incorrect) WAS in fact correct.

"hi mike

the info we have supplied you is correct. if you would like to special this part please call with a credit card or request a paypal invoice. it will take 8-12 weeks to get this part after payment is made.

thanks"

BobTheDog · Post by **BobTheDog** » Fri Dec 19, 2014 10:48 pm

8-12 weeks!

McHale · Post by **McHale** » Fri Dec 19, 2014 11:37 pm

And to bring it completely full circle, Parts is Parts "confirmed" that the Kronos and the Kronos X take the same power supply!

"hi

there is only 1 power supply now available for the kronos and kronosx. part # 500002190402. price is as stated on our website. 500002190400 is no longer a valid part number. backordered items can take 8-12 weeks."

So if what Parts is Parts is stating is believed (and this is AFTER Korg called to set them straight) The Kronos Classic, Kronos X, and Kronos 2 use the same power supply. They are not in stock anywhere in the US and will take 2, 3, or 4 months to order.

Seriously, this is ridiculous.

-Mc