Korg Customer Support in Canada Stinks!

chilly7 · Post by **chilly7** » Sun May 08, 2011 3:05 am

Hi T-Rex

That is absolutely awful!!!

I hope seeing this post by official Korg stuff, make them to take an action and also to clean their reputation by doing 3 things

1) Thouse employers or even company that u dealed with will not work at Korg Canada anymore.

2) U will get a full refund of ur expanse that u spend on shipment. also Korg will give a full cost of an item so u can buy a new one right away.

3) Korg in addition to that can give u a little extra just to say sorry....

p.s. let us know how is going on....

T-Rex · Post by **T-Rex** » Wed May 11, 2011 2:32 pm

thanks guys for the support,
so here's an update:

I was contacted by the Korg Product Manager in Canada (on May 5th)
we exchanged some emails and I told him the whole story.
He recently cc'ed my emails to the Korg Canada General Manager.

They asked me what could Korg Canada do to fix this?

So I'm asking you guys, what do you think is fair and reasonable ?
(if other people can weigh in)

chilly7 · Post by **chilly7** » Wed May 11, 2011 3:06 pm

T-Rex wrote:thanks guys for the support,
so here's an update:

I was contacted by the Korg Product Manager in Canada (on May 5th)
we exchanged some emails and I told him the whole story.
He recently cc'ed my emails to the Korg Canada General Manager.

They asked me what could Korg Canada do to fix this?

So I'm asking you guys, what do you think is fair and reasonable ?
(if other people can weigh in)

thay should gift u Korg Kronos 61 so u will be the first person in Canada who will have this keyboard

for them give away one keboard is just nothing, but for u it can meen alot

hazabikit · Post by **hazabikit** » Wed May 11, 2011 3:10 pm

At the very least, you need a new ESX.

tpantano · Post by **tpantano** » Wed May 11, 2011 3:12 pm

They need to either repair your ESX or send you a new one, AND reimburse you for money spent- against your will and without the service provided- in either cash or a korg item of equivalent or greater value.

Pepperpotty · Post by **Pepperpotty** » Wed May 11, 2011 3:19 pm

Having worked in both sales and customer service myself, an appropriate solution would be for them to either fix your board or replace it, and of course offer you a full refund for the money you already spent on getting your board "fixed".

Why I new Kronos would be great, I wouldn't even think about asking for one or their offer of reimbursement may very well be rescinded.

Aciphecs · Post by **Aciphecs** » Wed May 11, 2011 5:06 pm

Agreed! At least repair\new ESX and reimbursement of charges paid for non-service. That's only fair.

xmlguy · Post by **xmlguy** » Wed May 11, 2011 5:18 pm

Korg should conduct random and anonymous tests of JAM Industries to identify any instances of unprofessional behavior, then fire their asses if any problems of this kind are experienced again.

It's inexcusable to lose or ignore customer communications, to return a pile of parts, and everything else that occured in this instance.

It is reasonable, however, to charge a reasonable fee for diagnosis, with an estimate of repairs, for equipment that is not covered under warantee. The cost of diagnosis should include putting the item back into the state received, should the repair not be approved based on the estimate given.

McHale · Post by **McHale** » Wed May 11, 2011 10:30 pm

I don't agree that Korg should reimburse the money. He agreed to pay the money for the estimate. But I do think that the FIRST that would make me happy is to strip JAM of their Korg license and affiliation. Anything beyond that would be gravy.

chilly7 · Post by **chilly7** » Wed May 11, 2011 11:41 pm

Pepperpotty wrote:Having worked in both sales and customer service myself, an appropriate solution would be for them to either fix your board or replace it, and of course offer you a full refund for the money you already spent on getting your board "fixed".

Why I new Kronos would be great, I wouldn't even think about asking for one or their offer of reimbursement may very well be rescinded.

Hi T-Rex
don't listen to anybody here because u might lose ur chance.
just asking won't hurt u if u fail but if u won't fail u can get a real gift that does not happend to awrybody awry day...

well i guess T-Rex should just ask about a new Kronos 61, The worst case thay might say " no we won't give u a new Kronos 61 !!!" so then u can ask instid to repear that thing for free..

because it look very suspesious that thay seid " what we can do for u ?"
and my guess is that that seid it for the resason so
u never know what might happand, u HAVE TO HAVE TO ASK ABOUT THEY GIFT U A NEW KRONOS!!!!
well if thay will refuse it u always will have a chance to repeir u thing instid.

p.s. but for my guess if thay will send u a free Kronos 61, it won't heart them at all because thay will sell in Canada 1000s of Kronoses and one gifted Kronos will mean for them nothing, but one gifted Kronos for u can mean alot!!! because not all of us have fwe milions dollars on the bank account

Aciphecs · Post by **Aciphecs** » Thu May 12, 2011 12:46 am

I'm sorry chilly, but it's hard to take you seriously. One, because I can barely read your post (spell check is your friend) and two, because Korg will never give him a Kronos. It will look like a scam if he even asks for one, IMO.

chilly7 · Post by **chilly7** » Thu May 12, 2011 1:56 am

Aciphecs wrote:I'm sorry chilly, but it's hard to take you seriously. One, because I can barely read your post (spell check is your friend) and two, because Korg will never give him a Kronos. It will look like a scam if he even asks for one, IMO.

so acording to ur philosopy thouse people who give donation to the homeless children or donate their blood for sick people are scums too?!!
no offence but maby i got u wrong, but what i undestand
Well if u like that and u never give away something for free to somebody just for the reason to make somebody happy who cannot afford to buy this thing, that is ur choise and nobody will put ur in to the prison, but 100% of people on the planet Earthnot all are like u

so speaking on the topic

it is not scum, it will be very kind for Korg to give him a free Kronos 61
also T-rex lost his nervouse cells when he had that kind of support from Korg which he described, so awrybody knows that nerouves cells does not re surect, so brobably he will live in his live a year less then he could...
so in conclusion if Korg won't gift him Kronos in order to say sorry, the real scum will be Korg !!!

done!

a little offtopic
p.s. I don't want to make a commercial about ESP brand but the fakt was:
I have ordered a standrat guitar 3 year ago, and inthat time it was possible to ask them a little modification of standart guitar which are made in Japan series, so i wanted m2 modell but with ebony fingerboard instid of rosewood and EMG85 pick up instid of EMG81, ESP told me ok we will put ebony fingerboard and pickup on ur guitar but u have to pay extra 150 and i was told that i will have guitar in 2 month. and well after 2 month awry month i was told that it should come this month well i was waiting for my guitar for about 6 month for my guitar and then what? they send me a wrong guitar with rosewood fingerboard. well thay really apologized about this and they seid that thay will give me a right guitar and it will be in Canada in two month, but for my time that i will wait i can use thet wrong guitar that they send me and when the new one will come i will excange it for a new one and thay gifted me a and expansive guitar case. but after another 2 month of my waiting and the guitar came and u know what?!! I have ordered a standart series guitar which costed 1700 dollars + 150 extra , but they send me a CUSTOM SHOP GUITAR !!! with it's own sertificate and my guitar which was entierly handcrafted with the best materials !! the real price of it i guess would be about 5000 dollars.

so my guess was that ESP just wonted to apologise to me and make me a happy customer, ofcouse probably they lost money because i payed only 1850 for the guitar but they send me a custom shop guitar which is 3 times more expansive, but they made me a happy customer so i am not going to go to another brand and next my electric guitar will be only from ESP so thay will profit in the future!!!

this is the best guitar i have ever played it sound so amazing, i would never would afford this kind of guitar in that time when i was a student...
well i would not affor this kind of guitar even now too and even that amount that i have payed 1850 , i have seved that amount of money for more then two years

MartinHines · Post by **MartinHines** » Thu May 12, 2011 2:15 am

At the very least
-- Korg makes the repairs for free ($244.48 ) and pays for shipping

Given Korg's original statement of a $55 estimate it would be REASONABLE to assume your unit would arrive back to you in the same condition you shipped it -- i.e. you shipped them a fully assembled unit (with some non-functioning parts) and they send it back exactly as it was. Given the pain Korg has caused I think it reasonable that they eat the repair cost.

What Would Be Nice
-- If Korg REALLY wanted to make up for this terrible situation they should give you a new Electribe ESX for free:
http://www.sweetwater.com/store/detail/ESX1SD

Given the retail cost is $500 their own cost is probably around $300, which is fairly close to the repair cost.

Finally
-- Korg should guarantee they have specifically spoken with this repairer and told them this type of situation is completely unacceptable.

Aciphecs · Post by **Aciphecs** » Thu May 12, 2011 2:13 pm

Chilly, I said scam not scum.

You're suggesting T-Rex try to get a multi-thousand dollar instrument in exchange for a $500 instrument! I would consider this a scam if someone tried to convince me that this was a fair deal. It's not comparable to the frustration and times lost\spent dealing with the morons at Jam.

Btw, I didn't even read the bottom half of your post. Trying to decipher your language gives me a headache

T-Rex · Post by **T-Rex** » Fri May 13, 2011 4:42 am

Aciphecs wrote:Chilly, I said scam ...
You're suggesting T-Rex try to get a multi-thousand dollar instrument in exchange for a $500 instrument! I would consider this a scam if someone tried to convince me that this was a fair deal. It's not comparable to the frustration and times lost\spent dealing with the morons at Jam.

I agree.
@Chilly: I appreciate it, but I wasn't expecting anything like that! as I said fair and reasonable.

Update 2:
here's what the Product Manager of Korg Canada replied,
I honestly don't know what to reply!
All I can say is that the ESX was fuctional, and I had used it for a while before I sent it for repairs. It was frustrating because I couldn't see the progress of the patterns because the LEDs of the sequencer were missing.

If I were in your shoes, I would want my ESX repaired. I am prepared to have this shipped back, repaired, then shipped back out to you. The original total cost to repair and ship looks like approximately $250, so I think going 50/50 works for both of us. And, since you are already out of pocket, this will go towards it. I have not been involved directly, but basically you are looking at approximately $40 to get it back up and running. I get the frustration, the unit was second hand, possibly already malfunctioning from whoever you purchased from, and you wanted to get it fixed. This didn't go accordingly to plan and I am sorry for this. My goal is to get the ESX back into your hands so you can make some music. Let me know what you think. Regards,

What do you guys think?

.