Honestly, it must be pure agony to be in a product support role with a couple of nitpicky-to-a-fault customers consuming all of your time chasing ghosts in the machine.
Give me the job of customer support and product improvement to any company (minus the politics) and I would contribute in many times over my salary. I have a natural knack of spotting trends, product improvement, improvement in support and workflow, and love to dig in to find root cause.
I've recommended before that the boards should be made so that it can easily be taken out of the piano and swapped through the mail instead of sending techs or have customers drive x # of hours to the service stations. Two trips are the minimum requirement. I think everybody would be happy, and honestly, there's no reason for customers to go digging into the pianos if there's nothing wrong with it, therefore, there's no reason why Companies shouldn't allow customers to swap out the parts themselves. If there's adjustments of the keyboard, then that's an entirely different story which does justify more service. Due to the piano's heavy weight, it is the right thing to do to implement mail order swap. It does not take a scientist to follow simple instructions on what to disconnect and what to plug in if it's designed right.
I wrote to Mike and we'll see if he can send someone out to replace this board or let me replace it provided they still honor the warranty. The more I think about it, the more I think it's nutty to have me unscrew the piano, haul it into my car, drive, and leave my piano to a site, go home, wait for the tech to order the parts, then I drive back to pick it up, haul it home, re-install it, and hope it works. All this to replace a board that weighs less than 1 pound.
From what I've heard, some companies void the warranty and don't let customer replace the parts because they are afraid of being sued for electric shock. I don't know if this is valid concern.