I resisted so far to hassle and bore you with my story, but finding again the CS9 in recent threads, has made me surrender and post this story.
Unfortunately I am not a happy owner of a Kawai CS9 any longer.
With great sorrow and really reluctantly I have accepted the Thomann proposal for full refund after an unsatisfactory maintenance under warranty on the keyboard of my piano.
Actually, a few weeks after I got it my CS9 had a first failure, a minor one: the auto –power switch-off function stopped working. I live in Sicily and there seems to be no Kawai official technical support available in my area. The only way to get it fixed was to ship the CS9 back to Germany to Thomann (at their expense). Considering it was a minor fault which wasn’t affecting the real performance of the instrument, I judged that solution disproportionate - altough it might have solved the issue - and therefore I decided to keep it unrepaired. After all it was my favourite piano for its beautiful sound and keyboard action.
In the following weeks, I noticed a progressive worsening of the unevenness of the gaps between the keys, and altough it had appeared evident soon after unpacking, it didn't bother me as long as functioning was not compromised.
Unfortunately, a few weeks down the road, it became very marked all along the keyboard. Then the central C key started to rub, to scratch against the preceding B key, often producing an undesirable click noise, especially during scales. In fact, this key and many others showed an undesirable and progressive lateral sliding movement towards contiguous keys, making them rub one against the other. I sent them some pictures (you can see here a few of them).
The Thomann Customer Care Service promptly suggested me to ship the piano back for repair, at their expense.
I was reluctant to ship my beautiful instrument back to Germany, 1850km up northern, concerned about a possible damage due to transportation. I also asked Kawai Europe the indication of a Kawai Qualified and Approved Technician in my area , telling them that I was even prepared to pay on my own the repair. No way. No Kawai assistance available in my area. I finally had to send it back to Thomann for repair under warranty.
Weeks later Thomann announced me that my CS9 was ready to return back home to me. I was so happy.
Yet I noticed that the very short intervention report (seven words: unit checked, unit repaired - Einschaltknopf neu justiert) only mentioned the auto-power switch-off repair. I therefore asked the Customer Care Service to know more about the keyboard issue, before authorizing them to ship it back.
I had to ask more then once for details of keyboard repair, before I got the following answer : " All the problems have been rectified and the unit is in working condition".
I was not satisfied at all by this replay.
What does it really mean “the unit is in working condition"?.
I asked again and again but they never answered the following simple and reasonable questions :
1-Unevenness of the gaps between the keys
-Has this fault been eliminated ? -Did you replace the whole keyboard or did you only adjusted their positioning or/and what else? Please answer this question.[/b]
2) [b]central C key has started to rub
, to scratch against the preceding B key,often producing an undesirable click noise.:
- Has this fault been eliminated ? -Did you replace the whole keyboard or did you only adjusted their positioning or/and what else? Please answer this question
3) the above mentioned keys and many others show an undesirable lateral sliding movement towards contiguous keys, making them rub one against the other
-Has this fault been eliminated ? -Did you replace the whole keyboard or did you only adjusted their positioning or/and what else? Please answer this question.I got no answer whatsoever.
I also informed Kawai Europe of the problems in the keyboard and asked to get informed through them about the ‘wellness’ of my CS9 in repair by Thomann.
Hans-Jurgen Kurth, Assistant Product Manager for Kawai Europe , e-mailed me that a Kawai technician had a phone call with Thomann technicians and that “everything seemed to be fine”.
Nothing more detailed than that. Yet, I felt relieved.
A few days later, to further confuse the issue, I surprisingly received the following e-mail from Thomann:Hello,
We are still discussing the problem of the piano with the Kawai service.
A technician will come to our warehouse and inspect the instrument.
We will let you know what they will the results of the inspection.-
Thomann Service Customer Care
I was astonished……. They were still “discussing the problem with kawai service”….
- Why so if “everything seemed to be fine”??
- Didn’t they announced me twenty days before that they were ready to ship the CS9 repaired back to me?
- Didn’t they write already" All the problems have been rectified and the unit is in working condition".?
- Didn’t they tell the Kawai Europe technician by phone (according to Mr. Hans-Jurgen Kurth, Assistant Product Manager for Kawai Europe), that everything was fine?
What on earth were they further discussing about with Kawai service?
Why didn’t they aswer my simple and reasonable questions about the intervention?
In the end, I have never known any detail of the intervention and none of my questions has never been answered. Why?
The story, my dear patient forum mates and bored readers, is near to its sad conclusion.
In fact, instead of delucidations, I finally got this e-mail :Hello,
We had a Kawai representative to our shop to inspect the keys again.
He said the issue is normal and is not considered a defect.He refused to make any repairs on the keys.
They explained us that the keys are made of wood and they are sensitive to the humidity levels in the room.
In this conditions we can offer you a full refund for the piano or we can send it back to you.
Please let us know what you decide.If you have any comment to the Kawai expertise , please send it to us in an email and we will send it directly to Kawai.
Thomann Service Customer Care
I was so confused and tired (as most of you probably are now).
I was really about to accept my CS9 back despite the lack of details and assurances about the real good repair of the keyboard issues, but I felt this last e-mail as an admission of a recurrent problem still present ahead in the future.
I couldn’t even imagine the nightmare of shipping the unit back and forth to have it fixed again and again!
At this point I accepted the full refund.
No way to fully understand what was really behind those unexplained questions and behind the statement that " All the problems have been rectified and the unit is in working condition" !! .??? .
However I have to acknowledge that my interlocutor at Thomann Customer Care Service (whose name is not reported here for privacy) was supportive and collaborative throughout.
However the efficacy of the thecnical assistance provided by the Tech. Dpt. is obviously a different story, at least in this specific occasion.
I got the impression that the offer for full refund was a clear proof of their honest awereness that the keyboard issue was either partially unfixed and /or bound to show up again and again despite any maintenance.
It seems to me that the presence of Kawai Europe in this episode has been as weak and lacking of substantial efficacy either in communication and in problem-solving as I had never imagined.
The issue of gap unevennes and clicking keys in Kaway keyboards has been reported in different models, and it seems to be so far still unresolved.
A real problem of quality control in Kawai manifacturing in Indonesia is probably the root of it all.
Now I own a Yamaha CLP 480 PE, the one I intended to buy before trying Kawai CS9 and falling in love with it.
I purchased my CLP 480 from a local dealer, after the assurance of technical assistance availability and directly dispatchable to my home.
I am happy with it so far……….. still I can’t forget my first love. I somewhat regret to have given up.
I wish owners of cs9 in this forum will be luckier than me……..