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[img] https://imgur.com/E4DJi2E[/img] I received a brand new Kawai VPC1 with this damage. The original Kawai box looked fine, which means I cannot file a UPS claim. A Kawai representative told me this is a problem between the Kawai authorized dealer and me. I'm in California. Yesterday morning I e-mailed the East Coast dealer and told him that the fair thing to do would be : 1-a price adjustment for my keeping the Kawai or 2- a full refund and no cost charged to me for shipping the VPC1 back. The dealer seems to be ignoring me at this time. What can I do?
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Wouldn't be a fair third option replacing the damaged unit for a new one?
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I must add too that the brand new Kawai VPC1 arrived with key issues. A Kawai employee guided me over the phone as to what to do. I had to go under the keyboard unscrew the five screws, pull the front of the unit forward and screw the screws back in. I had to do a few more things like resetting the controller ,several tests. etc
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Am I having a deja vu or that same situation has already been discussed in another thread?
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Did you pay for it with a credit card? If so contact your credit card company and see if they can provide any recourse. Obviously you didn't get what you ordered, a new undamaged VPC1.
Yamaha NU1X, Sennheiser HD 599 headphones, PianoTeq Studio Steinway Model D and Petrof instrument packs
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First line of calling is to harass the East Coast vendor. You need to be persistent but friendly. As this is a fiesta week, you might expect people are on holiday either physically or mentally.
Vendors typically get irritated with customers asking for a discount on damaged goods so that is probably not a path to pursue. Just get them to take the VPC back. Then either refund your full purchase price or ship you another VPC.
UPS is a tough fight. I would file a complaint. That said, the retailer has the contract with UPS. IME UPS will reject all claims first round and they cause issues even with insured packages if UPS did not pack them.
Credit card reversal is an easier fight but could take 6 months or more to get balance credited (if it does). I would not threaten this in the first instance.
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Thanks , Chopin. My option # 2 about the full refund or the replacement by a brand new VPC1 is fair, if shipping cost is not charged to me But, do Kawai and the dealer care about the inconvenience caused to me, the time, back & forth calls and e-mails, etc? A nightmare!!!!
Last edited by Dave1; 07/02/19 04:00 PM.
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Dave1, I don't understand. Just yesterday at 6:00PM you posted that you had talked to the dealer and Kawai and you seemed happy. Now you say the dealer is ignoring you?
Kawai NV10
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But, do Kawai and the dealer care about the inconvenience caused to me, the time, back & forth calls and e-mails, etc? No.
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Did you pay for it with a credit card? If so contact your credit card company and see if they can provide any recourse. Obviously you didn't get what you ordered, a new undamaged VPC1. You are so right, Oneilt. Yes, I paid with credit card
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Am I having a deja vu or that same situation has already been discussed in another thread? Sorry, Gene. Another member told me to open the thread under the Digital Pianos & Keyboard category because it was under the wrong category. No harm meant on my part.
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Dave1, I don't understand. Just yesterday at 6:00PM you posted that you had talked to the dealer and Kawai and you seemed happy. Now you say the dealer is ignoring you? I had talked to Kawai during the day and after long time on the phone following their instructions ( about testing, unscrewing, pulling parts and so on) the issue with the keys seemed for the most part resolved. However Kawai is saying the cosmetic damage problem is something between the dealer and me. The dealer is ignoring me.
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[img] https://imgur.com/E4DJi2E[/img] I received a brand new Kawai VPC1 with this damage. The original Kawai box looked fine, which means I cannot file a UPS claim. A Kawai representative told me this is a problem between the Kawai authorized dealer and me. I'm in California. Yesterday morning I e-mailed the East Coast dealer and told him that the fair thing to do would be : 1-a price adjustment for my keeping the Kawai or 2- a full refund and no cost charged to me for shipping the VPC1 back. The dealer seems to be ignoring me at this time. What can I do? Hi Dave, The VPC1 is a niche product that isn't available in most stores to test nor to buy and then have customer service from. Is this the case with you: did you buy it from an online dealer? Was it through ebay for instance? Only asking because this would be an avenue to get refunds etc if the dealership doesn't act in good faith. I imagine that your VPC1 unit has never been viewed by the dealer nor anybody since it's production. It's probably come off an automated assembly line and moved to a distribution warehouse straight to the dealership where it's been in storage potentially for years (or left in a distribution warehouse for years before going to the dealer). Bare in mind that because the VPC1 is a niche product---not many people buy the VPC1--- there is a good chance your unit was damaged in production but avoided being spot checked. The dealer will have brought a number of units (on some sort of deal) from the distributor. Therefore, the dealer is the distributor's customer, and you're the dealers customer. The question is whether or not any cosmetic damage is covered by the warranty independent of the dealership? If not, going to the dealer is the route to getting a replacement for you from their supplier, or getting recompense. If I were you, if possible, I would write to the dealer and send the letter via recorded delivery so you know that they have received the letter. When you know it's been delivered, give them a phone call to follow up immediately. I would push for a replacement at the dealers expense (they pick up and they delivery the new unit); further, I would push them to deliver on this within 3 weeks---i.e., allow 2 weeks for shipping and extra time for transit. If they do not reply or avoid you, I imagine the best idea would be to find out your rights (in your country) and follow whatever the pathway is for legally pursuing the dealer. If you bought via ebay, you can get a refund rapidly. Most likely, the distributor isn't responsible for the actions of the dealers they sell to; however, if you continue to get stiffed by the dealers customer service, there is no harm in you letting the distributor know how you've been treated. That might affect the dealer's future relationship with Kawai. The issue of the keys being faulty with early batch Kawai's released around that time is well documented. It underlines the likelihood that your unit is a defective unit that escaped QC. I would include this fact in any letter you send the dealer. This may prompt them to test anything they send you prior to providing a replacement (if they have any regard for their customers at all). Kind regards, Doug.
Last edited by Doug M.; 07/02/19 04:26 PM.
Instruments......Kawai MP7SE.............................................(Past - Kawai MP7, Yamaha PSR7000) Software..........Sibelius 7; Neuratron Photoscore Pro 8 Stand...............K&M 18953 Table-style Stage Piano Stand Piano stool.......K&M 14093 Piano stool
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Do you think the box was ever opened before? Seems like Kawai packed it and therefor is responsible if it was damaged inside the box. Just my opinion, but I would be emailing both dealer and Kawai demanding a refund or replacement. Kawai could deliver it to you from the So. California US distribution center. ( I don't know why you bought it clear across the country when there are several Kawai dealers in California?)
Kawai NV10
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[img] https://imgur.com/E4DJi2E[/img] I received a brand new Kawai VPC1 with this damage. The original Kawai box looked fine, which means I cannot file a UPS claim. A Kawai representative told me this is a problem between the Kawai authorized dealer and me. I'm in California. Yesterday morning I e-mailed the East Coast dealer and told him that the fair thing to do would be : 1-a price adjustment for my keeping the Kawai or 2- a full refund and no cost charged to me for shipping the VPC1 back. The dealer seems to be ignoring me at this time. What can I do? Hi Dave, The VPC1 is a niche product that isn't available in most stores to test nor to buy and then have customer service from. Is this the case with you: did you buy it from an online dealer? Was it through ebay for instance? Only asking because this would be an avenue to get refunds etc if the dealership doesn't act in good faith. I imagine that your VPC1 unit has never been viewed by the dealer nor anybody since it's production. It's probably come off an automated assembly line and moved to a distribution warehouse straight to the dealership where it's been in storage potentially for years (or left in a distribution warehouse for years before going to the dealer). Bare in mind that because the VPC1 is a niche product---not many people buy the VPC1--- there is a good chance your unit was damaged in production but avoided being spot checked. The dealer will have brought a number of units (on some sort of deal) from the distributor. Therefore, the dealer is the distributor's customer, and you're the dealers customer. Therefore, going to the dealer is the route to getting a replacement for you from their supplier, or getting recompense. If I were you, if possible, I would write to the dealer and send the letter via recorded delivery so you know that they have received the letter. When you know it's been delivered, give them a phone call to follow up immediately. I would push for a replacement at the dealers expense (they pick up and they delivery the new unit); further, I would push them to deliver on this within 3 weeks---i.e., allow 2 weeks for shipping and extra time for transit. If they do not reply or avoid you, I imagine the best idea would be to find out your rights (in your country) and follow whatever the pathway is for legally pursuing the dealer. If you bought via ebay, you can get a refund rapidly. Most likely, the distributor isn't responsible for the actions of the dealers they sell to; however, if you continue to get stiffed by the dealers customer service, there is no harm in you letting the distributor know how you've been treated. That might affect the dealer's future relationship with Kawai. The issue of the key's being stuck is a known fault with early batch Kawai's released around that time. It underlines the likelihood that your unit is a defective unit that escaped QC. I would include this fact in any letter you send the dealer. This may prompt them to test anything they send you prior to providing a replacement (if they have any regard for their customers at all). Kind regards, Doug. [img] https://imgur.com/E4DJi2E[/img] I received a brand new Kawai VPC1 with this damage. The original Kawai box looked fine, which means I cannot file a UPS claim. A Kawai representative told me this is a problem between the Kawai authorized dealer and me. I'm in California. Yesterday morning I e-mailed the East Coast dealer and told him that the fair thing to do would be : 1-a price adjustment for my keeping the Kawai or 2- a full refund and no cost charged to me for shipping the VPC1 back. The dealer seems to be ignoring me at this time. What can I do? Hi Dave, The VPC1 is a niche product that isn't available in most stores to test nor to buy and then have customer service from. Is this the case with you: did you buy it from an online dealer? Was it through ebay for instance? Only asking because this would be an avenue to get refunds etc if the dealership doesn't act in good faith. I imagine that your VPC1 unit has never been viewed by the dealer nor anybody since it's production. It's probably come off an automated assembly line and moved to a distribution warehouse straight to the dealership where it's been in storage potentially for years (or left in a distribution warehouse for years before going to the dealer). Bare in mind that because the VPC1 is a niche product---not many people buy the VPC1--- there is a good chance your unit was damaged in production but avoided being spot checked. The dealer will have brought a number of units (on some sort of deal) from the distributor. Therefore, the dealer is the distributor's customer, and you're the dealers customer. Therefore, going to the dealer is the route to getting a replacement for you from their supplier, or getting recompense. If I were you, if possible, I would write to the dealer and send the letter via recorded delivery so you know that they have received the letter. When you know it's been delivered, give them a phone call to follow up immediately. I would push for a replacement at the dealers expense (they pick up and they delivery the new unit); further, I would push them to deliver on this within 3 weeks---i.e., allow 2 weeks for shipping and extra time for transit. If they do not reply or avoid you, I imagine the best idea would be to find out your rights (in your country) and follow whatever the pathway is for legally pursuing the dealer. If you bought via ebay, you can get a refund rapidly. Most likely, the distributor isn't responsible for the actions of the dealers they sell to; however, if you continue to get stiffed by the dealers customer service, there is no harm in you letting the distributor know how you've been treated. That might affect the dealer's future relationship with Kawai. The issue of the key's being stuck is a known fault with early batch Kawai's released around that time. It underlines the likelihood that your unit is a defective unit that escaped QC. I would include this fact in any letter you send the dealer. This may prompt them to test anything they send you prior to providing a replacement (if they have any regard for their customers at all). Kind regards, Doug. Doug, I am in the US. The VPC 1 is a legit brand new unit coming from a Kawai dealer. The Kawai employee asked me for the unit's serial number: it is a brand new VPC1.
Last edited by Dave1; 07/02/19 04:24 PM.
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Do you think the box was ever opened before? Seems like Kawai packed it and therefor is responsible if it was damaged inside the box. Just my opinion, but I would be emailing both dealer and Kawai demanding a refund or replacement. Kawai could deliver it to you from the So. California US distribution center. ( I don't know why you bought it clear across the country when there are several Kawai dealers in California?) No damage inside the box and I sent pictures of the box to Kawai. Kawai acknowledged having received the pictures. As to why I chose this dealer, I had read good reviews. I read this dealer was involved with several activities in music too.
Last edited by Dave1; 07/02/19 04:33 PM.
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Having emailed, you now need to call the dealer, and ask how they intend to resolve this. Does the phone always go to voicemail. They should return your call if you leave a voicemail, but I would persist with the attempt to make direct phone contact as much as a pain it might be.
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Doug,
I am in the US. The VPC 1 is a legit brand new unit coming from a Kawai dealer. The Kawai employee asked me for the unit's serial number: it is a brand new VPC1.
Ok, well that's somewhat irrelevant anyway to sorting this out (whether it's new or not) as it sucks to receive faulty goods. As a consumer, it's not your job to find out where the damage occurred so long as you aren't responsible right? It looks like impact damage --- as if something has fallen onto the unit from above and chipped the surface. As it arrived in an undamaged box, that leaves 2 likely causes: 1) The unit was damaged prior to boxing during the production process. 2) The unit was damaged after boxing, and either the distributor or dealer reboxed it. Is it not the case that under US law, the dealer should be legally responsible for the condition of the goods and the manufacturer for the correct functioning of the new unit? Surely if there is damage to the unit prior to customer delivery, the dealer and distributor should sort out who's going to cover the bill... I would be wanting to know my legal rights before escalating with the dealer. Is it a dealer who operates out of a store, or just a middle man with a warehouse? Kind regards, Doug.
Instruments......Kawai MP7SE.............................................(Past - Kawai MP7, Yamaha PSR7000) Software..........Sibelius 7; Neuratron Photoscore Pro 8 Stand...............K&M 18953 Table-style Stage Piano Stand Piano stool.......K&M 14093 Piano stool
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I've had this problem before (piano arrived damaged, with broken off paint and wood chips in the box, no damage at all to the shipping packaging). I refused delivery.
What's the discount they offer?
It looks like there's cosmetic damage to the left cheekblock. Is that the only damage? Can Kawai send you a new cheekblock to replace the damaged one?
How comfortable are you with a damaged product? Will you look at it every day and wish you had a pristine unit?
Bosendorfer D214VC ENPro Past: Yamaha P-85, P-105, CP50, Kawai MP11, Kawai NV10
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#1 - You made the purchase from a retailer. That retailer is the only commercial entity with which you have a relationship. Deal with the dealer.
#2 - You said that the dealer is ignoring you. When did you first contact them? How did you contact them? How long have they been ignoring you?
#3 - If you cannot get satisfaction, then (as someone already said) contact the credit card issuer.
#4 - Still no luck? Contact your state bureau of consumer affairs and your state attorney's office for advice.
BTW, you've not mentioned the name of the retailer.
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Piano
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