Kronos 88 and RH3 keyboard faulty

Bruce Lychee · Post by **Bruce Lychee** » Sun Nov 27, 2011 6:25 pm

PianoMan. I really feel for you. I know how much you love the Kronos and your contributions have been appreciated.

cello · Post by **cello** » Sun Nov 27, 2011 6:31 pm

Like Bruce says, feel for you PMC. Am sorry you've gone through all of this and you make excellent points in your post that any fair-minded reader can accept.

And yeh, technique posts should stop.

PianoManChuck · Post by **PianoManChuck** » Sun Nov 27, 2011 7:04 pm

Thanks Bruce & Cello, appreciate that.

While I also feel for Korg, in some ways I think things have gone downhill. Besides the Keybed problem, I've emailed them (as have others) about the "Mid October" date on the Korg website for OS 1.5. In a few days it will be December, yet their website STILL says "Mid October" for the OS 1.5 release and no one at Korg has bothered to take the 20 seconds to change that. Simply changing it to "Coming Soon" gets them off the hook, yet for some reason, they haven't bothered.

When you have a serious Keybed problem affecting so many users, then to go to the Korg website to see that a release date for something has not only come and gone by over a month... we're almost into the following month after that, yet no one has bothered to update the site (after being told about it by so many people). This leaves a bad taste in my mouth about how Korg is handling their problems.

Back when I emailed Korg about an ambiguity in their contest rules for their "What Would I Do For A Kronos Contest", they took it seriously and changed it that day, along with a personal email response to me! Seems things have seriously slipped and gone downhill since then, and its making me rethink about Korg's committment to its users and its potential customers.

runningman67 · Post by **runningman67** » Sun Nov 27, 2011 7:53 pm

More than 1% ? If I was a betting man then I would say yes.

I've had an unplayable morning. About 3 weeks ago, but only on the Piano patches.

I played my Kronos for about 5 yours today and not a single problem.

It is so damn odd.

Hurry up Korg !

GregC · Post by **GregC** » Sun Nov 27, 2011 7:58 pm

PianoManChuck wrote:Thanks Bruce & Cello, appreciate that.

While I also feel for Korg, in some ways I think things have gone downhill. Besides the Keybed problem, I've emailed them (as have others) about the "Mid October" date on the Korg website for OS 1.5. In a few days it will be December, yet their website STILL says "Mid October" for the OS 1.5 release and no one at Korg has bothered to take the 20 seconds to change that. Simply changing it to "Coming Soon" gets them off the hook, yet for some reason, they haven't bothered.

When you have a serious Keybed problem affecting so many users, then to go to the Korg website to see that a release date for something has not only come and gone by over a month... we're almost into the following month after that, yet no one has bothered to update the site (after being told about it by so many people). This leaves a bad taste in my mouth about how Korg is handling their problems.

Back when I emailed Korg about an ambiguity in their contest rules for their "What Would I Do For A Kronos Contest", they took it seriously and changed it that day, along with a personal email response to me! Seems things have seriously slipped and gone downhill since then, and its making me rethink about Korg's committment to its users and its potential customers.

The Kronos is a great keyboard. Mine has zero defects.

I completely understand your opinion if your board has problems, and service on defects is lingering.

I am not the least bit sour on the 1.5 delay. I know Korg is a small co and does have limited resources. I suspect the resources have shifted to other priorities . Plus the 1.5 pre announce date was too optimistic, obvious in hindsight. Another possibility is that the update ran into unexpected complexities.

A non updated web site is not a concern. No further 'estimates ' should be made on 1.5

These type of events happen to companies all the time. The Kronos is a complex machine. The update is also a complex.
Korg simply wants to make sure and not make any further optimistic announcements. This makes complete sense to me.

Korg, do not hurry. Take the time to get 1.5 flawless.

PianoManChuck · Post by **PianoManChuck** » Sun Nov 27, 2011 8:07 pm

GregC wrote:I am not the least bit sour on the 1.5 delay. I know Korg is a small co and does have limited resources. I suspect the resources have shifted to other priorities . Plus the 1.5 pre announce date was too optimistic, obvious in hindsight. Another possibility is that the update ran into unexpected complexities.

A non updated web site is not a concern. No further 'estimates ' should be made on 1.5

These type of events happen to companies all the time. The Kronos is a complex machine. The update is also a complex.
Korg simply wants to make sure and not make any further optimistic announcements. This makes complete sense to me.

Korg, do not hurry. Take the time to get 1.5 flawless.

I agree with you on all of your points except the non-updated website... it should be changed to "Coming Soon" or something else non-comittal. But to leave a date that's come and gone by a month and a half is irresponsible and does not reflect well on both current and potential customers.

runningman67 · Post by **runningman67** » Sun Nov 27, 2011 8:34 pm

GregC wrote:
Korg, do not hurry. Take the time to get 1.5 flawless.

We all want the same thing GregC. Chucks comments are all valid.

jimknopf · Post by **jimknopf** » Sun Nov 27, 2011 11:41 pm

PianoManChuck is right.

They seem to be very busy with problems and/or development, and most of us seem ready to react with understanding. But the communication with us customers is really going a bit downhill.

Not one word about an uncorrected mid october announcement while December is around the corner, that's definitely not something which Kronos users should find normal. I already begin to worry about the very late appearance of the editor (which in fact was part of my buying contract back in July), to be even further postponed beyond tolerable limits if this trend goes on.

Come on, guys. Talk with us!
We are supportive, but don't want to be put off like that.

McHale · Post by **McHale** » Mon Nov 28, 2011 4:33 am

jimknopf wrote:We are supportive

WOW, I can't believe I just read that...

WOW.

sparkie · Post by **sparkie** » Mon Nov 28, 2011 4:51 am

jimknopf wrote:I already begin to worry about the very late appearance of the editor (which in fact was part of my buying contract back in July), to be even further postponed beyond tolerable limits if this trend goes on.

"Buying Contract"??? What salesman gave you a contract like that?? Never heard of anyone buying a keyboard under the assumption "goodies like editor" would be added later?

Why would you "Now" start complaining when you keep telling everyone its OK to wait! Getting a little 2-toned arent you? I say it will be released around NAMM>>

Jeff Gibbs · Post by **Jeff Gibbs** » Mon Nov 28, 2011 6:42 am

I am one of those that brought up that my Kronos pianos clip notes depending on "technique" only to clarify that some might have a defective Kronos but may never notice it. Therefore the defect rate could be far higher than 1% if its not all styles elicit it. My Kronos clipping seems to be sort of random in addition to occur with I play either a lot of notes, or just a few without the pedal.
OF COURSE the problem is a problem of the Kronos and not the player or technique and needs to be fixed by Korg.
Worse, the intermittent nature of the issue means stores may have defective units they are unaware of and the factory is right now testing units that may turn out to be defective even after passing QC. It also means it will be harder for a technician to replicate the defect and potentially approve a repair. Korg is going to have to be taking A LOT of people's word for it if the only test is replicating an intermittent, unapparent with some playing styles, defect.

Bertotti · Post by **Bertotti** » Tue Nov 29, 2011 1:19 pm

You know I don't think it would ever happen but I am so curious what Korg is doing and trying and their test results so far with the Keybed. I've watched the video of the Keybed and hammer and although the hammer obviously bounces I wonder how that is affecting the sensor. I didn't notice the key itself bounce and that is where the trigger is. I wonder if the trigger cover has anything to do with the retriggering the way it flexes and relaxes?

Rskeys · Post by **Rskeys** » Tue Nov 29, 2011 5:58 pm

sparkie wrote:
jimknopf wrote:I already begin to worry about the very late appearance of the editor (which in fact was part of my buying contract back in July), to be even further postponed beyond tolerable limits if this trend goes on.

"Buying Contract"??? What salesman gave you a contract like that?? Never heard of anyone buying a keyboard under the assumption "goodies like editor" would be added later?

Why would you "Now" start complaining when you keep telling everyone its OK to wait! Getting a little 2-toned arent you? I say it will be released around NAMM>>

Sparkie i'm sorry but i have to desagree on this one, i think most people do take in acount both future expandability and added features when they buy a board, there may not be any form of contract that states such assumption i agree but isn't it fair to say that one may be disapointed with consecutive delays, it's not just the editor,update, and other hardware related fixes...

sparkie · Post by **sparkie** » Tue Nov 29, 2011 7:33 pm

Rskeys, Korg is a business ....and not your grandmother. The way I see it is its OK to expect software updates for fixes ..especially on a new product. ..but if you find you have hardware issues that bother you then I wouldnt be waiting for it to be fixed..Live with it or return it..Simple.

If Jack the salesman tells you ..Hey buddy the company is going to give away free software to help you out later ..or they are releasing software later so you can play like Elton John,then I suggest dont assume anything and when ..or if it happens you will be grateful. ...instead of disappointed!! Dig??

Rskeys · Post by **Rskeys** » Tue Nov 29, 2011 7:43 pm

sparkie wrote:Rskeys, Korg is a business ....and not your grandmother. The way I see it is its OK to expect software updates for fixes ..especially on a new product. ..but if you find you have hardware issues that bother you then I wouldnt be waiting for it to be fixed..Live with it or return it..Simple.

If Jack the salesman tells you ..Hey buddy the company is going to give away free software to help you out later ..or they are releasing software later so you can play like Elton John,then I suggest dont assume anything and when ..or if it happens you will be grateful. ...instead of disappointed!! Dig??

Thank you for pointing out the obvious, i do know it is a business and so it relies also on costumer satisfacion. I do believe it's in korg's best interest to sell more than 1 piece of gear to the same costumer but i could be wrong...
Has for living with hardware problems or returning, if you knew how hard it is to get a unit in Europe right now you would think twice, at least for someone like me, i bought it because i think it's an amazing piece of gear and i dont see other options with the same array of features. So yes, i wait and wait, i am now wainting for a month and i played my kronos only for 3 days until i got a major problem with it, since then the reply i get from repair center is: waiting for korg instruccions on how to deal with my problem, meanwhile i visit this forum and realize that im not the only one being ignored. Do i expect a better service from a company like korg? Most definatly, is that so much to ask after spending my money?