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Topic Options
#2365200 - 12/24/14 05:21 AM Re: Kawai ES7 user thread [Re: mabraman]
mabraman Offline
Full Member

Registered: 12/24/12
Posts: 473
Loc: Valencia, Spain
Update (in case someone cares):
-Action has been already lubricated.
-Waiting, though, for some solution to sound issues. They think it could be the amplification system, so some chip has to be fixed, perhaps the whole motherboard if spare parts can't arrive quickly.
If I was a believer, I'd pray for having it back home on 26th. But I'm not.
At least, it'll be for free.
_________________________
Learning piano from scratch since September, 2012.
Kawai ES7.Kawai K-200

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#2365391 - 12/24/14 07:13 PM Re: Kawai ES7 user thread [Re: mabraman]
Kawai James Online   content
Yikes! 10000 Post Club Member

Registered: 09/06/07
Posts: 10228
Loc: Hamamatsu, Japan
mabraman, by all accounts, it sounds like you are receiving excellent customer service.

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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#2365471 - 12/25/14 05:05 AM Re: Kawai ES7 user thread [Re: mabraman]
mabraman Offline
Full Member

Registered: 12/24/12
Posts: 473
Loc: Valencia, Spain
Yes Sir, that's how it's always been to me. Vendor is a piano shop of reference in my town, perhaps the main one in the whole region.
So the first link in the chain is gonna be trustable, always.
The second one, technician, is very well reputed, too, kind and honest. Both Kawai Spain and Europe offer very fast response via mail. Unluckily, I took it to repair in a bad month, here, supposing there are good ones. Put aside holidays, weekends, friday afternoons when the tech pays visits (to customers, of course)...
They all do their best.
This said, as always, it could be better. I'll give some hints:

-Kawai Spain could (should?) provide technicians with a stock of (most frequently used)spare parts and lube. This would save some good days to both technician and therefore customer.

-Kawai should be more careful with the QC procedures of third parties, those who make chips and keys. My unit came from one of the first shippings, so I hope they've already done some improvements with regards to this.
There is (was?)something in the molding/casting/sanding of the keys that produces too many unaccuracies.This is partly an assumption.
Those are usually solved by lubricating some points even more. This is a fact.
It's a fact, as well, that kawai plastic keybeds give more work to workshops than other brands.

-Kawai should develope a solution to the sound issues reported by customers, here and in other places. And you, dear, should fear less and consider that ,when one complains, perhaps he has some reason. Forums are to discuss, marketing has its own platforms.

Merry holidays.

Mab.

Edit: by sound issues I merely think of fourth and fifth octaves in PHI.I see Nord, Casio (PX5), Korg, Kurtzweil and software piano companies giving solutions and being more receptive. I can't say Kawai does the same. You fix bugs but the sound remains the same, good or "characteristical".


Edited by mabraman (12/25/14 05:15 AM)
_________________________
Learning piano from scratch since September, 2012.
Kawai ES7.Kawai K-200

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#2365602 - 12/25/14 06:14 PM Re: Kawai ES7 user thread [Re: mabraman]
Kawai James Online   content
Yikes! 10000 Post Club Member

Registered: 09/06/07
Posts: 10228
Loc: Hamamatsu, Japan
Mab, thank you for your interesting feedback.

I'm glad to hear that all respective links in the chain have combined to provide excellent customer support.

Even if we do not always agree, I am glad that the opportunity exists to discuss your concerns openly on this forum.

Merry Christmas.

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
#2367097 - 12/30/14 05:31 AM Re: Kawai ES7 user thread [Re: mabraman]
mabraman Offline
Full Member

Registered: 12/24/12
Posts: 473
Loc: Valencia, Spain
Update:
-New conversation with technician. Spanish distributors should have sent an audio board to replace mine, a week ago. They haven't. They haven't even phoned the technician back.In the best case, an audio board takes over two weeks to arrive since it has been ordered.Nobody have, no news of it.
-Technician has decided to ask for components,instead, being DAC our target. He's buying them from...USA!
-They arrive four days after ordering, usually. USA-made, no chinese bargain.
-He's gonna make an order next friday (no sense in ordering during new year's fest).
-Best chances are that I'll get my piano back home A MONTH later.

Not happy at all. No excellence at all, Kawai. Your best is not even acceptable.
I was thinking of upgrading to a CA, but today I'm seriously considering buying an upright and leaving ES7 for late practice and summer.
1.300, and not even 2 years of service.
I know ES7 has good reputation and it's just "bad luck": a bad cooked potato in the soup.

Edit:
I've just phoned the distributor a few minutes ago. He's told me that warranty has to follow a protocol. When the time of ordering a sound-chip board comes, it takes ONE MONTH to receive it from Japan. This is whyy they've decided to work in a direct solution via USA D.A.C. manufacturers.
Regarding Q.C., Kawai is just an assembler of third party made pieces.

In case someone was interested, my serial number is G12955(x)/1(xx). If yours is around this numbers, have a look at it.



Edited by mabraman (12/30/14 06:12 AM)
_________________________
Learning piano from scratch since September, 2012.
Kawai ES7.Kawai K-200

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#2369585 - 01/04/15 11:14 PM Re: Kawai ES7 user thread [Re: mabraman]
Kawai James Online   content
Yikes! 10000 Post Club Member

Registered: 09/06/07
Posts: 10228
Loc: Hamamatsu, Japan
Originally Posted By: mabraman
Spanish distributors should have sent an audio board to replace mine, a week ago. They haven't.


Christmas holidays, perhaps?

Originally Posted By: mabraman
Not happy at all. No excellence at all, Kawai. Your best is not even acceptable.


I don't understand. Are you frustrated with our Spanish distributor, or Kawai?

Originally Posted By: mabraman
I've just phoned the distributor a few minutes ago. He's told me that warranty has to follow a protocol. When the time of ordering a sound-chip board comes, it takes ONE MONTH to receive it from Japan.


Parts ordering is not my field, however one month sounds reasonable for sea shipping.

Originally Posted By: mabraman
This is whyy they've decided to work in a direct solution via USA D.A.C. manufacturers.


The Kawai distributor is doing this, or the technician?

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

Top
#2369654 - 01/05/15 04:13 AM Re: Kawai ES7 user thread [Re: Kawai James]
mabraman Offline
Full Member

Registered: 12/24/12
Posts: 473
Loc: Valencia, Spain
[quote=Kawai James]

Christmas holidays, perhaps? [quote=Kawai James]
My piano is in the workshop since Dec. 9th.
On day 26th it had been only (you'd say already) lubricated and diagnosed.
So please don't start the show. In my area, Kawai's service has too much delay.


[quote=Kawai James]
I don't understand. Are you frustrated with our Spanish distributor, or Kawai? [quote=Kawai James]
Both of them, and with you , too smile
Kawai produces some deffective digitals, and I won this lottery.
Distributors HERE don't seem to be very fast acting. They are kind and polite, at least.




[quote=Kawai James]
Parts ordering is not my field, however one month sounds reasonable for sea shipping.[quote=Kawai James]
I don't doubt it. What is no reasonable at all is not having parts enough to service things in time.

[quote=Kawai James]
The Kawai distributor is doing this, or the technician?[quote=Kawai James]
Distributor/technician are a team. Techs. make suggestions and distributors take decisions. Didn't you know that?
_________________________
Learning piano from scratch since September, 2012.
Kawai ES7.Kawai K-200

Top
#2369695 - 01/05/15 07:20 AM Re: Kawai ES7 user thread [Re: mabraman]
Kawai James Online   content
Yikes! 10000 Post Club Member

Registered: 09/06/07
Posts: 10228
Loc: Hamamatsu, Japan
'Moon' was a terrific film. I shall need to watch it again one of these days.

As for the rest of your post, I have decided that in 2015 I shall no longer attempt to assist individuals who continue to be rude or disrespectful.

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

Top
#2369701 - 01/05/15 07:40 AM Re: Kawai ES7 user thread [Re: mabraman]
lophiomys Offline
Full Member

Registered: 03/01/14
Posts: 277
Loc: Austria, EU
In defense of mabraman, I don't consider his posts rude.

I can understand a customer's frustration, if Kawai James is subtly suggesting "sea shipping",
when "air mail" would be the appropriate action, to get things sorted out before Christmas holidays.

It is the discrepancy between the sales promise of reliable service by Kawai and long repair times in reality.
This argument here would be non-existent, if the unit would have been fixed or replaced within two weeks!

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#2369740 - 01/05/15 09:23 AM Re: Kawai ES7 user thread [Re: mabraman]
mabraman Offline
Full Member

Registered: 12/24/12
Posts: 473
Loc: Valencia, Spain
Lophyomis is right.
As for the tone in my responses, there's something in yours that I don't like, ocasionally, and I've already explained why in other posts. What I say about my experience with ES7 is true. It sounded bad since brand new and it's proven. Keys were noisy too, after one year.
It's being covered by warranty, (of course!) and real solutions are provided too slowly, in my opinion.
By the way, this same morning I've bought an accoustic upright, K-200. Guess the brand?
This makes 6000 in two years, spent in Kawai products. Do you want even more respect?
_________________________
Learning piano from scratch since September, 2012.
Kawai ES7.Kawai K-200

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#2369742 - 01/05/15 09:28 AM Re: Kawai ES7 user thread [Re: mabraman]
Kawai James Online   content
Yikes! 10000 Post Club Member

Registered: 09/06/07
Posts: 10228
Loc: Hamamatsu, Japan
Congrats on your new piano! wink
_________________________
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
#2372233 - 01/11/15 07:51 AM Re: Kawai ES7 user thread [Re: mabraman]
mabraman Offline
Full Member

Registered: 12/24/12
Posts: 473
Loc: Valencia, Spain
My digital has already been repaired. I'm picking it up tomorrow. It took them one month, and honestly being it December and Spain...not that bad.
As for everything else, I hold it.
_________________________
Learning piano from scratch since September, 2012.
Kawai ES7.Kawai K-200

Top
#2372347 - 01/11/15 01:17 PM Re: Kawai ES7 user thread [Re: mabraman]
Neppe Offline
Junior Member

Registered: 12/06/14
Posts: 12
Loc: Finland
I bought Kawai ES-7 with stand and pedals. Some lower notes like give little distortion (crackle sound etc) when played at higher volyme. I cannot locate where it actual comes (maybe inside the speaker grill) Wonder whether this is a feature and due to physical limitations of the system? Do you have any recommendations for additional subwoofer, and is it worth connecting to give more deeper lower sounds?

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#2372634 - 01/12/15 11:14 AM Re: Kawai ES7 user thread [Re: pv88]
ColoRodney Offline
Full Member

Registered: 02/07/14
Posts: 65
Since there was a request for comments from others: My ES7 does not make funny spring noises when the keys return to position.

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#2374750 - 01/17/15 03:21 PM Re: Kawai ES7 user thread [Re: ColoRodney]
Neppe Offline
Junior Member

Registered: 12/06/14
Posts: 12
Loc: Finland
There is some kind of audible noise (roll, hum resonance) coming from the onboard speakers. Most noticiable when lower notes are hit and harder(coming from the left side of speaker grill). This does not happen with headphones.

I uploaded a sound clip (no loudness, volyme about 3/4, mellow grand 2) to Soundcloud recorded with Iphone 5 so some accuracy has been lost but I hope you get a clue what I try to explain.

My question is, is there something wrong with my unit's speakers or is this normal behavior? I tried the unit without its additional stand to check resonances but no help.

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#2374825 - 01/17/15 08:14 PM Re: Kawai ES7 user thread [Re: mabraman]
Kawai James Online   content
Yikes! 10000 Post Club Member

Registered: 09/06/07
Posts: 10228
Loc: Hamamatsu, Japan
Neppe, if you have any concerns about your instrument, my recommendation would be to raise the matter with the dealer from whom it was purchased.

With the greatest respect, posting an iPhone recording and asking others to comment is unlikely to garner helpful responses.

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

Top
#2375161 - 01/18/15 05:16 PM Re: Kawai ES7 user thread [Re: Neppe]
mabraman Offline
Full Member

Registered: 12/24/12
Posts: 473
Loc: Valencia, Spain
Originally Posted By: Neppe
There is some kind of audible noise (roll, hum resonance) coming from the onboard speakers. Most noticiable when lower notes are hit and harder(coming from the left side of speaker grill). This does not happen with headphones.

I uploaded a sound clip (no loudness, volyme about 3/4, mellow grand 2) to Soundcloud recorded with Iphone 5 so some accuracy has been lost but I hope you get a clue what I try to explain.

My question is, is there something wrong with my unit's speakers or is this normal behavior? I tried the unit without its additional stand to check resonances but no help.





If there is something wrong with the speakers it should be happening with every sound, not just piano. Try bass, for instance, to see if it sounds clear. Try other AP sounds (bank 2 is from previous generation, they are technically worse than bank 1).
Check if wallEQ is set to off and if the piano is close to a wall. Try moving it to another room.
If it still sounds bad, don't hesitate and execute your warranty.
From your recording, nothing sounds weird, it's hard to tell.You are banging the lowest keys, so it should roar!
Speakers face upwards, with two holes downwards which are for bass, I believe, and for the soundpressure to exit the case. In older models speakers were facing the floor and it caused bad resonances of the furniture, but so far I haven't had any issue like yours (X stand).
But, once you've made some tests, trust your ears!
_________________________
Learning piano from scratch since September, 2012.
Kawai ES7.Kawai K-200

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#2375550 - 01/19/15 03:16 PM Re: Kawai ES7 user thread [Re: mabraman]
Neppe Offline
Junior Member

Registered: 12/06/14
Posts: 12
Loc: Finland
I can hear the resonance also with the bass. Feels like something like paper etc. is vibrating inside the speaker grill initially after the sound fades away. But as I tried the bass with my sennheiser pc 350 headphones I can hear similar vibration after the sound fades away, only it is not so audible as with onboard speakers. I will have to get somebody else to listen it in real and decide what to do, possible it is not a fault but feature but thanks for replies.

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