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Kawai CA 98 Delivered Today. Broken? #2788416
12/06/18 03:08 PM
12/06/18 03:08 PM
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greensoybean Offline OP
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So, after weeks of research and testing out different models I decided on the Kawai CA 98. I live in Estonia and the local Kawai dealer only had the CA 78 in stock, and wouldn't get the 98 until late January. So, I ordered through musicstore.de

The piano arrived today. I set it up, and there is a problem. When I hold one key down, and try to press a key that's a half-step away, it does not make sound! Here is a short video of the issue:



I'm feeling incredibly frustrated about this. I really don't want have to send the piano back. I just want a piano that works! Please tell me that there is a way to fix this.

Thank you,
Joonas

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Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788419
12/06/18 03:12 PM
12/06/18 03:12 PM
Joined: Jun 2016
Posts: 706
Southern California
TomLC Offline
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Did you call the dealer? Or Kawai service?

Last edited by TomLC; 12/06/18 03:12 PM.

[Linked Image]

Kawai Novus NV10
Re: Kawai CA 98 Delivered Today. Broken? [Re: TomLC] #2788420
12/06/18 03:17 PM
12/06/18 03:17 PM
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greensoybean Offline OP
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I just got the piano a couple hours ago. I just sent emails to the dealer and Kawai support. I'm hoping that this is a software issue that I can rectify. I checked and I am on the most recent version 1.0.2

Has anyone here experienced a similar issue?

Last edited by greensoybean; 12/06/18 03:24 PM.
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788435
12/06/18 04:01 PM
12/06/18 04:01 PM
Joined: Aug 2017
Posts: 303
Germany
T
Tyr Offline
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Germany
Did you tried a factory reset? It's definitely a software issue since the key is literally working.


Current: Yamaha NU1X | Roland FP-30 with Garritan CFX Lite & Pianoteq 6
Past: Yamaha: P-115, YDP-163, CLP-545, CLP-685 | Kawai: CA-98, Novus NV10
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Re: Kawai CA 98 Delivered Today. Broken? [Re: Tyr] #2788438
12/06/18 04:05 PM
12/06/18 04:05 PM
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greensoybean Offline OP
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Just tried a factory reset twice. No improvement frown

Re: Kawai CA 98 Delivered Today. Broken? [Re: Tyr] #2788442
12/06/18 04:14 PM
12/06/18 04:14 PM
Joined: Nov 2009
Posts: 3,305
UK
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spanishbuddha Online content
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Originally Posted by Tyr
Did you tried a factory reset? It's definitely a software issue since the key is literally working.

Nah, I suspect a mechanical issue. Something has slipped in transit.

But my guess is also irrelevant. Call the dealer, see what they recommend.

Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788443
12/06/18 04:17 PM
12/06/18 04:17 PM
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Pennsylvania
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dmd Offline
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Pennsylvania
I would certainly try to involve the local dealer in the solution if at all possible.

Putting that piano back in the box and shipping it back will be …. let's say …. challenging.


Don

Kawai MP11SE, Edifier R1850DB Active Bookshelf Speakers, Yamaha HS8S Powered Subwoofer, SennHeiser HD 559 Headphones, Pianoteq and numerous other VSTs
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788462
12/06/18 05:49 PM
12/06/18 05:49 PM
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Posts: 1,134
Europe
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arc7urus Offline
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That behavior may happen if the flat cable connecting the keyboard (i.e. the sensor circuits) to the mainboard has one of its wires damaged or is not properly seated into the connectors. That may have happened during production or transportation. Contact the dealer and check if they can send a technician. If it is just the cable that would be an easy repair.

Re: Kawai CA 98 Delivered Today. Broken? [Re: dmd] #2788474
12/06/18 06:41 PM
12/06/18 06:41 PM
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Posts: 303
Germany
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Tyr Offline
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Germany
Originally Posted by dmd
I would certainly try to involve the local dealer in the solution if at all possible.


I bought some pianos at musicstore.de and never had a problem about fast response and help. Maybe they calling kawai directly so this can take some time because their technicians are really busy. ^^


Current: Yamaha NU1X | Roland FP-30 with Garritan CFX Lite & Pianoteq 6
Past: Yamaha: P-115, YDP-163, CLP-545, CLP-685 | Kawai: CA-98, Novus NV10
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788481
12/06/18 07:03 PM
12/06/18 07:03 PM
Joined: Aug 2011
Posts: 6,222
Reseda, California
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JohnSprung Offline
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Reseda, California

It would be real tough for a mechanical issue to cause this. A depressed key would somehow have to block the sensors on an adjacent key. This sounds like electronics or software. Contact the dealer and Kawai, cc both of them. Let us know what they say.


-- J.S.

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Knabe Grand # 10927
Yamaha CP33
Kawai FS690
Re: Kawai CA 98 Delivered Today. Broken? [Re: Tyr] #2788483
12/06/18 07:06 PM
12/06/18 07:06 PM
Joined: Apr 2009
Posts: 4,381
Pennsylvania
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dmd Offline
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Pennsylvania
Originally Posted by Tyr
Originally Posted by dmd
I would certainly try to involve the local dealer in the solution if at all possible.


I bought some pianos at musicstore.de and never had a problem about fast response and help. Maybe they calling kawai directly so this can take some time because their technicians are really busy. ^^


Well, if musicstore.de has access for "local" support technicians … great …. anything so you do not have to ship that piano back.


Don

Kawai MP11SE, Edifier R1850DB Active Bookshelf Speakers, Yamaha HS8S Powered Subwoofer, SennHeiser HD 559 Headphones, Pianoteq and numerous other VSTs
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788526
12/06/18 09:59 PM
12/06/18 09:59 PM
Joined: Sep 2009
Posts: 7,997
Raleigh, North Carolina
MacMacMac Offline
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It amazes me that someone spends a large amount of money, receives a defective product, and then asks for help on a forum ... rather than demanding that the seller or manufacturer make good.

You paid money. That is, you've completely fulfilled your part of the bargain.

But the other party has not. So you are OWED a proper resolution. That is all.

Re: Kawai CA 98 Delivered Today. Broken? [Re: MacMacMac] #2788636
12/07/18 09:17 AM
12/07/18 09:17 AM
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Posts: 15
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greensoybean Offline OP
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Originally Posted by MacMacMac
It amazes me that someone spends a large amount of money, receives a defective product, and then asks for help on a forum ... rather than demanding that the seller or manufacturer make good.


I've already emailed both the dealer and Kawai support. It was after business hours when I discovered the problem so I've been waiting to hear back. I was hoping someone on the forum has experienced a similar problem and could point to a solution. I'll keep pestering the dealer and Kawai.

Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788652
12/07/18 09:48 AM
12/07/18 09:48 AM
Joined: Sep 2009
Posts: 7,997
Raleigh, North Carolina
MacMacMac Offline
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Well that's good. You are OWED a solution.

Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788661
12/07/18 10:10 AM
12/07/18 10:10 AM
Joined: Oct 2017
Posts: 1,134
Europe
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arc7urus Offline
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Originally Posted by greensoybean
Originally Posted by MacMacMac
It amazes me that someone spends a large amount of money, receives a defective product, and then asks for help on a forum ... rather than demanding that the seller or manufacturer make good.


I've already emailed both the dealer and Kawai support. It was after business hours when I discovered the problem so I've been waiting to hear back. I was hoping someone on the forum has experienced a similar problem and could point to a solution. I'll keep pestering the dealer and Kawai.


Your only option at this point is to wait for Kawai's support and for the assessment from a technician. The problem you describe may happen if the flat cables running between the keyboard and the mainboard are not properly connected or one of their wires is damaged. If the technician says the problem was caused by transportation and not by an assembly error at the factory, then I would demand a new DP. If transportation caused that, then your DP must have gone through a lot already. Unacceptable either way.

Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2789032
12/08/18 12:30 PM
12/08/18 12:30 PM
Joined: May 2018
Posts: 359
North of Los Angeles
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Learux Offline
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Keep us posted, I am curious how Kawai will handle this?



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Schimmel SP-182T
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2789040
12/08/18 12:42 PM
12/08/18 12:42 PM
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maurus Offline
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While I fully sympathize and hope Music Store and Kawai will be able to resolve this, I would also like to point out that it is never a good idea to buy internationally, whenever warranty issues may come into the picture. Which certainly is the case with (digital) pianos.

Sending a piano from Cologne in Germany (which is where Music Store is located) to Estonia is definitely an adventurous affair. Add to that issues of international law...


Re: Kawai CA 98 Delivered Today. Broken? [Re: maurus] #2789044
12/08/18 12:52 PM
12/08/18 12:52 PM
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Originally Posted by maurus
Sending a piano from Cologne in Germany (which is where Music Store is located) to Estonia is definitely an adventurous affair. Add to that issues of international law...

In some cases, there is no choice because the immediate country doesn't have the product or the manufacturer has specifically worked it out so that products for the local market are shipped from another distribution point. As an example, many countries in Europe are supplied by Amazon.com from Germany as their central hub. We have a 2nd home in Amsterdam and all items we order from Amazon are shipped from Germany. (Amazon NL only really has e-books.)


across the stone, deathless piano performances

"Discipline is more reliable than motivation." -by a contributor on Reddit r/piano
"Success is 10% inspiration, and 90% perspiration." -by some other wise person
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2789050
12/08/18 01:02 PM
12/08/18 01:02 PM
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maurus Offline
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Which is why I would never buy a digital piano from Amazon, but always from a specialized dealer in my own country.

Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2831326
03/25/19 05:28 PM
03/25/19 05:28 PM
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greensoybean Offline OP
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UPDATE:

tl;dr Returned piano after 3 months of back-and-forth for full refund. Would not recommend this experience to anyone.

-------

I emailed musicstore the day I got the piano with the issue I originally posted above. Over the course of the next 3 months, I endured an incredibly frustrating ordeal to get a resolution. They told me to contact Kawai, Kawai told me MusicStore has to process a warranty return, etc. I emailed them every 1-2 weeks and was usually ignored. Same with calling their company. I talked to several different people and it wasn't until the 3rd month that I got someone that seemed interested in helping out. More back and forth and waiting and they finally set up a pick up to send my piano back.

Fortunately, I hadn't fully unpacked the piano so repacking it was quite easy. About a week later I got a full refund for the piano. I was worried they would only give me a partial refund for some reason or another, but luckily that didn't happen.

One interesting thing, the original issue didn't occur consistently and started to happen less frequently as time went on. Probably a loose wire finding its connection? Who knows, it's now back in the piano realm to be with others of its kind. Even if the problem went away entirely, my experience with their customer service was so bad that I didn't want to risk dealing with them if there was a future issue with the piano.

All in all, I'm glad it's finally resolved for a full refund. I will forever now buy from a local dealer.

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