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Topic Options
#2037722 - 02/22/13 09:02 PM New Kawai CA65 - full keyboard replacement - pls advise
pschmatz Offline
Junior Member

Registered: 12/26/12
Posts: 7
Hi,
I’ve purchased a new Kawai CA-65 beginning of Jan this. Unfortunately, part of the keyboard was right out of the box out of alignment (several keys are raised). Kawai sent a technician (3rd party local repair service), and the technician concluded that the whole rail is improperly assembled or bent. Kawai now wants to replace the whole keyboard (once they have the part in stock which they currently don’t have)

Now my question: What can I expect to be replaced? Just the rail and the wooden keys? My understanding the factory adjusts each key separately, and I wonder if a 3rd party technician is equipped to do this properly?

I don’t know if I will receive a new or refurbished keyboard (see Kawai’s warranty fine print), however can I insist on a new keyboard replacement? (Since it was a problem with the new unit).
Anyone has any experience with Kawai on this?

Peter

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#2037805 - 02/23/13 02:31 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
Kawai James Online   content
8000 Post Club Member

Registered: 09/06/07
Posts: 8384
Loc: Hamamatsu, Japan
Hello Peter,

Originally Posted By: pschmatz
Kawai now wants to replace the whole keyboard (once they have the part in stock which they currently don’t have)


That sounds like a good solution.

Originally Posted By: pschmatz
Now my question: What can I expect to be replaced? Just the rail and the wooden keys?


I would recommend calling Kawai America and asking their staff to clarify the situation. This information should be more reliable than any conjecture offered by other PianoWorld forum users.

Kind regards,
James
x
_________________________
Employed by Kawai Japan, however the opinions I express are my own.
Nord Electro 3 fan & occasional rare groove player.

"Richard, none of us could forget you have a CLP-990." - EssBrace, 2014

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#2037903 - 02/23/13 10:53 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
gvfarns Offline
3000 Post Club Member

Registered: 04/16/07
Posts: 3474
Loc: Pennsylvania
I wouldn't insist on the replacement rail being new (which it probably will be anyway). If the replacement fixes the problem and keeps the warranty intact then it's a full solution. No need to make yourself unnecessarily burdensome for the good folks at Kawai by insisting on things that don't make a difference.

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#2037913 - 02/23/13 11:19 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
dmd Online   content
1000 Post Club Member

Registered: 04/15/09
Posts: 1686
Loc: Pennsylvania
Along that same vein ...

I would suggest you just let everything play out and see what the result is. No need to look for trouble before there is any.

For the moment, it appears the Kawai people recognize it as something they are responsible for and they are going to remedy it. Sounds good to me.
_________________________
Don

My current system: Kawai ES7 + Focal CMS40 Powered Monitors, SennHeiser HD555 Phones, Focusrite Scarlett 2i2 audio interface, Mackie ProFX8 Mixer, Ravenscroft275, True Keys American Grand, Ivory II American Concert D, Steinway Basic, Galaxy Vintage D, True Pianos, Pianoteq, Alicia's Keys

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#2037948 - 02/23/13 12:24 PM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: dmd]
pschmatz Offline
Junior Member

Registered: 12/26/12
Posts: 7
Sounds good - thanks everyone

Peter

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#2038798 - 02/25/13 02:57 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
theJourney Offline
3000 Post Club Member

Registered: 02/22/07
Posts: 3946
Loc: Banned
You have bought a lemon and/or a product damaged in transit.

Unfortunately, based on a myriad of other threads, there is evidence to suggest that the Kawai keyboard manufacturing design and transportation packing design is inadequate resulting in many consumer issues.

This is their problem, not yours. It is unacceptable that they are trying to make it your problem.

You should demand to have the entire CA-65 replaced with a new one.

Period.

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#2038808 - 02/25/13 03:33 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
JFP Offline
1000 Post Club Member

Registered: 07/19/10
Posts: 1317
Loc: The Netherlands
If replacing the keybed results in exactly the same thing ; a new and fully functional DP, then why ? Disassembling , repacking the cabinet, pick-up, waiting for new on and unpacking, re-assembling a new one...is that really better ? Especially when all the rest (speakers, pedals, amps, cabinet) is perfect.

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#2038837 - 02/25/13 05:23 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
theJourney Offline
3000 Post Club Member

Registered: 02/22/07
Posts: 3946
Loc: Banned
Mighty big "IF" in your first sentence up there...

My experience with the third party service providers that Kawai is forced to rely upon is not great. If I were to buy a Kawai product paying new prices, I would like to have a brand new, quality controlled, factory-built instrument, not some DOA lemon turned into an in-field project of a part-time contract employee performing work he has likely never done before following some checklist using potentially used, re-furbished parts. When the cabinet is damaged, will Kawai have to then send out a new cabinet to build around the keyboard?

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#2038841 - 02/25/13 05:31 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
Kawai James Online   content
8000 Post Club Member

Registered: 09/06/07
Posts: 8384
Loc: Hamamatsu, Japan
Interesting discussion.

However, let's allow Kawai America to resolve the situation, rather than speculating on unlikely worst case scenarios.

James
x
_________________________
Employed by Kawai Japan, however the opinions I express are my own.
Nord Electro 3 fan & occasional rare groove player.

"Richard, none of us could forget you have a CLP-990." - EssBrace, 2014

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#2038846 - 02/25/13 05:50 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: theJourney]
pv88 Offline
2000 Post Club Member

Registered: 08/31/10
Posts: 2474
Originally Posted By: theJourney
My experience with the third party service providers that Kawai is forced to rely upon is not great. If I were to buy a Kawai product paying new prices, I would like to have a brand new, quality controlled, factory-built instrument, not some DOA lemon turned into an in-field project of a part-time contract employee performing work he has likely never done before following some checklist using potentially used, re-furbished parts.


Recommendation to Peter, above:

I would have the piano replaced, not repaired.

Here was my experience with a standard regulation of the CA95:

I had a third party technician (from the local store I bought my CA95 at) do a minor regulation, as the tech did not do everything I had requested. This included properly spacing a few keys and adjusting several others that made a little extra noise. All of this should be minor adjustments that any tech should be able to do, right?

The tech brought only one tool (that Kawai had sent, from California) to open up the diameters of each pivot point slightly so that there would be no sticking keys. He did all 88 keys with this one tool and put the piano back together again, as he needed my (the customer's) help with the assembly.

After dropping and almost losing several small screws in the piano it was reassembled, however, one part (the wooden name plate) was screwed in by error as the sliding key cover parts had to be attached, first. So, after making extra work for himself everything was finally back in place.

One small problem. The sliding key cover now rattles considerably when opening/closing as it never made a sound prior to the regulation. And, he didn't want to take the piano apart again to attempt to readjust it.

Looks like the only thing he got right was the "regulation" of the 88 keys with the small hand tool, as a small child could have easily accomplished the same task.

Was I happy with the third party tech's work? No.

Was he even a certified Kawai technician?

Have reported the tech, to Kawai.

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#2038866 - 02/25/13 06:41 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: Kawai James]
theJourney Offline
3000 Post Club Member

Registered: 02/22/07
Posts: 3946
Loc: Banned
Originally Posted By: Kawai James
Interesting discussion.

However, let's allow Kawai America to resolve the situation, rather than speculating on unlikely worst case scenarios.

James
x


James,

Congratulations with your new role as moderator!
Will we see your name on the forum list marquee any time soon?

Or may we be of service to the OP and give our experiences and our personal recommendations, aligned with the spirit and role of this forum....even if reality is from time to time not flattering for your employer nor its products and distribution?

If you think that this discussion is relevant for Kawai America, why not invite them to join in? Perhaps we would see a lot fewer of these defect Kawai keyboard threads popping up if people could search on an official thread from Kawai America and/or Kawai Europe that addresses the problem and provides consumer-friendly solutions. Food for thought.

xx
tJ

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#2038878 - 02/25/13 07:11 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: theJourney]
Kawai James Online   content
8000 Post Club Member

Registered: 09/06/07
Posts: 8384
Loc: Hamamatsu, Japan
Originally Posted By: theJourney
James,

Congratulations with your new role as a pragmatist!


Thank you, I try my best! wink

Originally Posted By: theJourney
If you think that this discussion is relevant for Kawai America, why not invite them to join in?


Because Kawai America is already corresponding with the customer directly.

Don't get me wrong - online forum discussions with consumers can be very beneficial. However, in cases such as this, where an instrument appears to have been damaged during shipping, it's best for the individual to contact the distributor to seek technical support.

Kind regards,
James
xx
_________________________
Employed by Kawai Japan, however the opinions I express are my own.
Nord Electro 3 fan & occasional rare groove player.

"Richard, none of us could forget you have a CLP-990." - EssBrace, 2014

Top
#2038891 - 02/25/13 07:50 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
dmd Online   content
1000 Post Club Member

Registered: 04/15/09
Posts: 1686
Loc: Pennsylvania
Originally Posted By: pschmatz
Hi,
I’ve purchased a new Kawai CA-65 beginning of Jan this. Unfortunately, part of the keyboard was right out of the box out of alignment (several keys are raised). Kawai sent a technician (3rd party local repair service), and the technician concluded that the whole rail is improperly assembled or bent. Kawai now wants to replace the whole keyboard (once they have the part in stock which they currently don’t have)

Now my question: What can I expect to be replaced? Just the rail and the wooden keys? My understanding the factory adjusts each key separately, and I wonder if a 3rd party technician is equipped to do this properly?

I don’t know if I will receive a new or refurbished keyboard (see Kawai’s warranty fine print), however can I insist on a new keyboard replacement? (Since it was a problem with the new unit).
Anyone has any experience with Kawai on this?

Peter


I would contact Kawai support and discuss this with them to see exactly what your options are.

Ask them if you have the option of returning it and having them send you a new one.

Ask them if you have the option of returning it and getting your money back.

Ask them if you have the option of having the keybed and rail replaced and then return it if you are not happy with it.

Go right at it with them to see what your range of options are.

I am pretty sure you have all of those options.

But, anyway, once you know what your options are, you will feel better.

Then, do what YOU want to do.
_________________________
Don

My current system: Kawai ES7 + Focal CMS40 Powered Monitors, SennHeiser HD555 Phones, Focusrite Scarlett 2i2 audio interface, Mackie ProFX8 Mixer, Ravenscroft275, True Keys American Grand, Ivory II American Concert D, Steinway Basic, Galaxy Vintage D, True Pianos, Pianoteq, Alicia's Keys

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#2038895 - 02/25/13 07:58 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
JFP Offline
1000 Post Club Member

Registered: 07/19/10
Posts: 1317
Loc: The Netherlands
Originally Posted By: pschmatz
Hi,
...and the technician concluded that the whole rail is improperly assembled or bent. Kawai now wants to replace the whole keyboard ...


The fault was identified; a solution was proposed and initiated. Why not let them replace the keybed with a new one and see what happens ? If the problem is still not solved in a satisfactory way , or if it takes to long - then ask for a complete unit replacement. A said, disassembling, repacking all the stuff , waiting for pickup , waiting for (new) return , unpack and reassemble is also no fun and who knows you end up with a unit that has another defect. You never know. As long as the keybed is the only thing and it will be replaced and Kawai is on the job organizing all this already, why making it more difficult than it is ? I don't see the point.

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#2038912 - 02/25/13 08:29 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: Kawai James]
theJourney Offline
3000 Post Club Member

Registered: 02/22/07
Posts: 3946
Loc: Banned
Originally Posted By: Kawai James
Originally Posted By: theJourney
James,

Congratulations with your new role as a pragmatist!


Thank you, I try my best! wink


Perhaps however, as a suggestion from one member to another, it would be better for us all, and especially for Kawai, if you continued your fantastic contributions without the conflict-of-interest tainted unofficial moderation?

BTW, using the quote function and then changing the content of what you have quoted is generally accepted to be a unambiguous form of deception or dishonesty. I would expect better from you. The grand old brand Kawai should also not be associated with such behavior. If you are going to quote someone, have the good character to quote them honestly.
Originally Posted By: Kawai James

Originally Posted By: theJourney
If you think that this discussion is relevant for Kawai America, why not invite them to join in?


Because Kawai America is already corresponding with the customer directly.

Don't get me wrong - online forum discussions with consumers can be very beneficial. However, in cases such as this, where an instrument appears to have been damaged during shipping, it's best for the individual to contact the distributor to seek technical support.

Kind regards,
James
xx

That the customer is talking to Kawai America is great. However the forum member is also talking to us. Why should they be forced into isolation and deprived of information and the freedom to discuss their situation with others just because some Kawai Japan employee doesn't like it?

I agree that is best to contact the selling party and seek help. However, it is not best to contact the selling party without having as much relevant information as possible nor to be ignorant of one's legal rights and the risk of waiving those rights by allowing a seller to attempt to remedy a defect in a way which represents more risk or disadvantage to the consumer.

I think it is unbecoming to try to stifle discussion or to encourage people to seek remedies (& risk being snowed over) ignorant of relevant facts or without informing themselves properly.

In this specific case it is important information to know for the OP that

1) Kawai keyboards are quite often delivered in a defect condition;

2) The quality of in-field Kawai service can be very unsatisfactory;

3) The customer may wind up with a kludged lemon instead of the new product they paid for;

4) The consumer has the right to demand their money back or demand for the unit to be replaced with a non-defective, factory quality controlled, brand new unit as paid for.

I would think that Kawai would want to demonstrate publicly that they stand behind their products (and fix their problems to the complete satisfaction of their customers) rather than trying to sweep them under the carpet or stifle discussions on public bulletin boards. I also believe that it would be in Kawai's interest to join these discussions rather than to have the only Kawai input being trying to prevent them.

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#2038916 - 02/25/13 08:39 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
Kawai James Online   content
8000 Post Club Member

Registered: 09/06/07
Posts: 8384
Loc: Hamamatsu, Japan
Thank you for your thoughtful post theJourney - it's good to have you back.

Kind regards,
James
x
_________________________
Employed by Kawai Japan, however the opinions I express are my own.
Nord Electro 3 fan & occasional rare groove player.

"Richard, none of us could forget you have a CLP-990." - EssBrace, 2014

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#2038919 - 02/25/13 08:42 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
theJourney Offline
3000 Post Club Member

Registered: 02/22/07
Posts: 3946
Loc: Banned
Thanks!

I like you James but I love Kawai!

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#2038920 - 02/25/13 08:48 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
Kawai James Online   content
8000 Post Club Member

Registered: 09/06/07
Posts: 8384
Loc: Hamamatsu, Japan
That makes two of us. wink

James
x
_________________________
Employed by Kawai Japan, however the opinions I express are my own.
Nord Electro 3 fan & occasional rare groove player.

"Richard, none of us could forget you have a CLP-990." - EssBrace, 2014

Top
#2038923 - 02/25/13 09:05 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
dmd Online   content
1000 Post Club Member

Registered: 04/15/09
Posts: 1686
Loc: Pennsylvania
The Sky is Falling ... The Sky is Falling...
_________________________
Don

My current system: Kawai ES7 + Focal CMS40 Powered Monitors, SennHeiser HD555 Phones, Focusrite Scarlett 2i2 audio interface, Mackie ProFX8 Mixer, Ravenscroft275, True Keys American Grand, Ivory II American Concert D, Steinway Basic, Galaxy Vintage D, True Pianos, Pianoteq, Alicia's Keys

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#2039068 - 02/25/13 02:42 PM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
pschmatz Offline
Junior Member

Registered: 12/26/12
Posts: 7
Thanks for the discussion. IMO, the main issue I had is with the limited communication from Kawai US support. It appears the individual is swamped, and does not have sufficient time to handle the load (e-mails bounced with mailbox full once). I left VMs as well, and it usually takes a weeks to get an answer.

BTW: Here's the video I sent to Kawai to demonstrate the problem
https://picasaweb.google.com/pschmatz/Ka...feat=directlink

Peter

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#2039091 - 02/25/13 03:07 PM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
xorbe Offline
500 Post Club Member

Registered: 07/31/12
Posts: 568
Loc: Mt View, CA
Demand full repair by date x/xx -- otherwise full replacement becomes effective beyond that date. Customer paid for new product. Customer should have new product, or money back, in a timely manner.

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#2039391 - 02/26/13 01:11 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
theJourney Offline
3000 Post Club Member

Registered: 02/22/07
Posts: 3946
Loc: Banned
Originally Posted By: pschmatz
Thanks for the discussion. IMO, the main issue I had is with the limited communication from Kawai US support. It appears the individual is swamped, and does not have sufficient time to handle the load (e-mails bounced with mailbox full once). I left VMs as well, and it usually takes a weeks to get an answer.


This in itself is outrageous and completely unacceptable.

The fact that your personal interpretation of the fine print in your first post indicates that Kawai can sell you for a new price a repaired piano with refurbished parts while making you wait for an indeterminate length of time is also worrying.

However, you did not buy the piano from Kawai support but presumably from a retailer. If I were in such a situation, I would put pressure on the retailer and demand a 100% refund or a new replacement to be delivered this week. If they refuse to work with you and you paid by credit card you can ask for the charge to be reversed. They sold you product that was defective on delivery. They are in breach of contract. It has been two months already and you don't have any communication how many more months it will be before they receive parts from Japan and make their next attempt to repair. This is their problem, not yours. They need to solve it or they need to give you your money back.

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#2039434 - 02/26/13 05:40 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
JFP Offline
1000 Post Club Member

Registered: 07/19/10
Posts: 1317
Loc: The Netherlands
I missed the part where you stated you made your purchase in the beginning of January - assuming it was delivered in early January too. If that is the case, it's taking too long and unless they can give you a (short!) timeframe when the problem will be fixed, I'd push for a complete replacement too. I thought you only got the CA65 very recently, that's why I didn't understand the hurry...

It would be good to know when events have taken place to put things in proper perspective, like
- when was the piano delivered ,
- when was the problem reported to the dealer,
- when did they respond and when did the technician come over and proposed the fix ?

If the dealer get's bashed for slow response , while the problem was only very recently reported and examined , that's another situation then when the issue is playing (with the dealer's knowledge) since the beginning of January .

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#2039455 - 02/26/13 07:48 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
mabraman Offline
Full Member

Registered: 12/24/12
Posts: 304
Loc: Valencia, Spain
I don't know about US laws and what I say must sound obvious but, as someone has already mentioned, the usual way to proceed is:
1.-Aim to the dealer/seller. There's is a proper amount of time to do it (here in Spain some sellers say e.g 6 days, but it's usually 15 to do returns).
2.-From this date on, you have to use the warranty.
It's that simple. With regards to any deffect in the item you purchased, the customer's rule should be 'give me a brand new one or my money back to me'. If this were not to work, then some official lodge/complaint made through the consumers' office will make them do it in their pants.
_________________________
Learning piano from scratch since September, 2012.
Kawai ES7.

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#2039460 - 02/26/13 07:54 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
JFP Offline
1000 Post Club Member

Registered: 07/19/10
Posts: 1317
Loc: The Netherlands
Quote: "...then some official lodge/complaint made through the consumers' office will make them do it in their pants"

I wish it we're true , but I doubt that.

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#2039462 - 02/26/13 08:01 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
dmd Online   content
1000 Post Club Member

Registered: 04/15/09
Posts: 1686
Loc: Pennsylvania
Two Months ?????

Wow !

That is WAY too long.

Now I am on the side of immediate action.

Go to the dealer and tell them you want your money back.
_________________________
Don

My current system: Kawai ES7 + Focal CMS40 Powered Monitors, SennHeiser HD555 Phones, Focusrite Scarlett 2i2 audio interface, Mackie ProFX8 Mixer, Ravenscroft275, True Keys American Grand, Ivory II American Concert D, Steinway Basic, Galaxy Vintage D, True Pianos, Pianoteq, Alicia's Keys

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#2039542 - 02/26/13 10:49 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: JFP]
Marco M Offline
Full Member

Registered: 08/28/12
Posts: 445
Loc: Europe
Originally Posted By: JFP
Quote: "...then some official lodge/complaint made through the consumers' office will make them do it in their pants"

I wish it we're true , but I doubt that.


Spain is different.
Most of us will know of the consumers´s office to only be a consumer´s organization, where mainly consumers help consumers, and lawyers (if needed) are available to the members paid from the membership fees. But here in Spain it seems to be a kind of offical tool to get some state agents involved in a not functional business affair. As this things can have severe consequence to the business company in question, it is indeed a powerful tool - here in Spain.
_________________________
learning Piano on my Roland HP-505
before playing Drums in adults bluesband on handpicked set; before crashing E-Guitar in kids garage band; raised on home entertainment Organ and Keyboard models Eminent Solina P240, Farfisa Maharani 259R, Technics KN800, and on Mouth Organ, Recorder and Accordion

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#2055278 - 03/27/13 07:11 PM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
MACKEL Offline
Junior Member

Registered: 03/23/13
Posts: 2
Loc: Paris, France
I have been reading many of this group's posts in the last couple of months deciding between A Yamaha CLP470, a Roland HP 505 and a Kawai CA65. I finally decided on the Kawai for sound and touch. The piano has been delivered tonight and after half an hour of playing I noticed a very badly finished key - it is rough and really badly finished on one side and I can feel it very noticeably while playing. Some other keys are not smooth either but less noticeably but I could actually pull off fragments this one key (lower C) if I set my mind to it... which I won't. So unfortunately I will have to call the dealer tomorrow! Delight gives way to disappointment! Anyhow I was wondering how the problem posted here by Pschmatz was resolved and how. I am also not clear about the warranty - the shop said Kawai guaranteed 2 years and the dealer extends it to 3 years - this is far from the ten year warantly I see mentioned in some posts. Any advice how best to go about this would be appreciated: replace the piano in total, replace the keyboard, replace the key???? Thanks.

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#2055294 - 03/27/13 07:31 PM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: MACKEL]
Kawai James Online   content
8000 Post Club Member

Registered: 09/06/07
Posts: 8384
Loc: Hamamatsu, Japan
Originally Posted By: MACKEL
Any advice how best to go about this would be appreciated: replace the piano in total, replace the keyboard, replace the key??


I would recommend reporting the problem to the dealer from where the instrument was purchased, and allowing them to resolve the issue.

Kind regards,
James
x
_________________________
Employed by Kawai Japan, however the opinions I express are my own.
Nord Electro 3 fan & occasional rare groove player.

"Richard, none of us could forget you have a CLP-990." - EssBrace, 2014

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#2055480 - 03/28/13 04:41 AM Re: New Kawai CA65 - full keyboard replacement - pls advise [Re: pschmatz]
mabraman Offline
Full Member

Registered: 12/24/12
Posts: 304
Loc: Valencia, Spain
If you are still into dealer's warranty time, no doubt: ask for a brand new one, or a refund.
Dealers can solve some issues...or not. You don't know what is going to happen with returned units (are they on the dealer, so he must eat them up?), may the dealer return them to Kawai with no cost and get them replaced with perfect units? How does their assurance work? Do they even pay any assurance? So often, consumers end up paying for things that should be on the dealers. Are you going to waste your time waiting for this kind of things to clarify?

Perfect and instant money=perfect and quickly delivered item.
Don't you have mercy on them.
_________________________
Learning piano from scratch since September, 2012.
Kawai ES7.

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