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Kawai CA 98 Delivered Today. Broken? #2788416
12/06/18 02:08 PM
12/06/18 02:08 PM
Joined: Nov 2018
Posts: 10
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greensoybean Offline OP
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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 02:12 PM
12/06/18 02:12 PM
Joined: Jun 2016
Posts: 607
Southern California
TomLC Offline
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Southern California
Did you call the dealer? Or Kawai service?

Last edited by TomLC; 12/06/18 02:12 PM.

[Linked Image]

Kawai Novus NV10
Re: Kawai CA 98 Delivered Today. Broken? [Re: TomLC] #2788420
12/06/18 02:17 PM
12/06/18 02:17 PM
Joined: Nov 2018
Posts: 10
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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 02:24 PM.
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788435
12/06/18 03:01 PM
12/06/18 03:01 PM
Joined: Aug 2017
Posts: 276
Germany
T
Tyr Offline
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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.


Yamaha NU1X
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Re: Kawai CA 98 Delivered Today. Broken? [Re: Tyr] #2788438
12/06/18 03:05 PM
12/06/18 03:05 PM
Joined: Nov 2018
Posts: 10
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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 03:14 PM
12/06/18 03:14 PM
Joined: Nov 2009
Posts: 3,292
UK
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spanishbuddha Offline
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UK
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 03:17 PM
12/06/18 03:17 PM
Joined: Apr 2009
Posts: 4,239
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, Focal CMS 40 Powered Monitors, SennHeiser HD 555 Headphones, Pianoteq and numerous other VSTs
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788462
12/06/18 04:49 PM
12/06/18 04:49 PM
Joined: Oct 2017
Posts: 851
Europe
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arc7urus Offline
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Europe
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 05:41 PM
12/06/18 05:41 PM
Joined: Aug 2017
Posts: 276
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. ^^


Yamaha NU1X
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788481
12/06/18 06:03 PM
12/06/18 06:03 PM
Joined: Aug 2011
Posts: 6,006
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.

[Linked Image] [Linked Image]

Knabe Grand # 10927
Yamaha CP33
Kawai FS690
Re: Kawai CA 98 Delivered Today. Broken? [Re: Tyr] #2788483
12/06/18 06:06 PM
12/06/18 06:06 PM
Joined: Apr 2009
Posts: 4,239
Pennsylvania
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dmd Offline
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Joined: Apr 2009
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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, Focal CMS 40 Powered Monitors, SennHeiser HD 555 Headphones, Pianoteq and numerous other VSTs
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788526
12/06/18 08:59 PM
12/06/18 08:59 PM
Joined: Sep 2009
Posts: 7,498
Raleigh, North Carolina
MacMacMac Offline
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Raleigh, North Carolina
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 08:17 AM
12/07/18 08:17 AM
Joined: Nov 2018
Posts: 10
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greensoybean Offline OP
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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 08:48 AM
12/07/18 08:48 AM
Joined: Sep 2009
Posts: 7,498
Raleigh, North Carolina
MacMacMac Offline
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Raleigh, North Carolina
Well that's good. You are OWED a solution.

Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2788661
12/07/18 09:10 AM
12/07/18 09:10 AM
Joined: Oct 2017
Posts: 851
Europe
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arc7urus Offline
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Europe
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 11:30 AM
12/08/18 11:30 AM
Joined: May 2018
Posts: 310
North of Los Angeles
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Learux Offline
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North of Los Angeles
Keep us posted, I am curious how Kawai will handle this?



Casio GP-400
Schimmel SP-182T
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2789040
12/08/18 11:42 AM
12/08/18 11:42 AM
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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 11:52 AM
12/08/18 11:52 AM
Joined: Apr 2018
Posts: 2,423
Tyrone Slothrop Online content
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Posts: 2,423
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
Re: Kawai CA 98 Delivered Today. Broken? [Re: greensoybean] #2789050
12/08/18 12:02 PM
12/08/18 12:02 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.


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