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Brand New Kawai MP11SE broken/stuck keys. #2960723 03/26/20 02:20 PM
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Seabass Offline OP
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So I took delivery of the new DP but unfortunately it seems that my was delivered defective. After peeling off the protective plastic from the keys and trying it out i noticed that quite a few were rubbing up against each other and getting stuck. The B key in particular feels completely broken as it just sinks slowly as you keep pressing down on it. You have to physically lift it back up.

https://www.youtube.com/watch?v=ESm2m_urzmU

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Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960726 03/26/20 02:32 PM
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Sorry to hear you're encountering this. Obviously, that's a problem. I'd recommend you contact your dealer and arranging an exchange. I'm sure it'll be an option to have the instrument sent in for service or for a tech to visit, but honestly, you shouldn't have to put up with that for a brand new product.

Just call the retailer, tell them it's defective (show your video), and arrange to have them cover the cost of shipping it back and sending you a new unit.


Yamaha P-85, P-105, CP50, Kawai MP11 || Kawai NV-10
Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960749 03/26/20 03:36 PM
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Originally Posted by Seabass
So I took delivery of the new DP but unfortunately it seems that my was delivered defective. After peeling off the protective plastic from the keys and trying it out i noticed that quite a few were rubbing up against each other and getting stuck. The B key in particular feels completely broken as it just sinks slowly as you keep pressing down on it. You have to physically lift it back up.

https://www.youtube.com/watch?v=ESm2m_urzmU

mad frown



Yep .... that happens.

Just return it.


Don

Kawai MP11SE, Focal Professional CMS 40 near-field monitors, Yamaha HS8S Powered Subwoofer, SennHeiser HD 559 Headphones, Pianoteq and numerous other VSTs (Seldom Used)
Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960816 03/26/20 07:38 PM
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Seabass Offline OP
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I sent an email out to the retailer and waiting on their response. I went back to the piano and looked at it and noticed that the keyslip is what's touching the keys in the middle causing them to stick. When I pulled back on it a little bit and tried the keys are free and play normally. Send it back or take the keyslip off and straighten it out a little bit?

Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960820 03/26/20 07:49 PM
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Originally Posted by Seabass
I sent an email out to the retailer and waiting on their response. I went back to the piano and looked at it and noticed that the keyslip is what's touching the keys in the middle causing them to stick. When I pulled back on it a little bit and tried the keys are free and play normally. Send it back or take the keyslip off and straighten it out a little bit?


Well, I would probably go a few days with it and see if that "fixed" it.

If so ... good to go.

If it tends to cause issues again ... well, then see what the retailer has to say about it.

In any case, you should not have to "accept" anything that is less than a perfectly new piano which works the way it is supposed to.


Last edited by dmd; 03/26/20 07:50 PM.

Don

Kawai MP11SE, Focal Professional CMS 40 near-field monitors, Yamaha HS8S Powered Subwoofer, SennHeiser HD 559 Headphones, Pianoteq and numerous other VSTs (Seldom Used)
Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960844 03/26/20 09:43 PM
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So I couldn't leave it alone. I loosened the screws holding the keyslip and pulled the center back and tightened the keyslip back up. Seems like it fixed it.

https://youtu.be/X_CXOms1yBs

Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960846 03/26/20 09:50 PM
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It appears you are right. You did fix it.

You may want to just keep that fix to yourself ....... warranty and all ...

Just tell the retailer ... it seems to have loosened up and works fine now.

I am sure he will be happy to hear it. No questions asked.


Don

Kawai MP11SE, Focal Professional CMS 40 near-field monitors, Yamaha HS8S Powered Subwoofer, SennHeiser HD 559 Headphones, Pianoteq and numerous other VSTs (Seldom Used)
Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960848 03/26/20 09:55 PM
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Kawai James Offline
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Hello Seabass,

I'm sorry to see that you have received a damaged/faulty MP11SE.

Originally Posted by Seabass
I sent an email out to the retailer and waiting on their response. I went back to the piano and looked at it and noticed that the keyslip is what's touching the keys in the middle causing them to stick. When I pulled back on it a little bit and tried the keys are free and play normally. Send it back or take the keyslip off and straighten it out a little bit?


I was just about to ask about the keyslip. This issue used to be quite common with the VPC1 and MP11, especially in the US where rough handling in shipping seems more prevalent. We made improvements to the keyslip design to prevent this kind of issue occurring when the shipping box is dropped on its side. This has certainly helped to reduce the number of cases we see, however clearly there are unfortunately a few incidents that still occur.

If the keyslip is dented/warped, it's probably best to send the instrument back for a replacement. However, if it's just grazing the keys slightly, with no visible warping, I believe it should be possible to loosen some screws on the underside of the instrument, pull the keyslip forward to allow the keys to move freely, then retighten the screws.

May I ask if you are based in the US?

Kind regards,
James
x


Employed by Kawai Japan, however the opinions I express are my own.
Nord Electro 3 & occasional rare groove player.

"I agree that the User Manual is very good." - arc7urus, March 2019
Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Kawai James] #2960862 03/26/20 10:39 PM
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Originally Posted by Kawai James
Hello Seabass,

I'm sorry to see that you have received a damaged/faulty MP11SE.

Originally Posted by Seabass
I sent an email out to the retailer and waiting on their response. I went back to the piano and looked at it and noticed that the keyslip is what's touching the keys in the middle causing them to stick. When I pulled back on it a little bit and tried the keys are free and play normally. Send it back or take the keyslip off and straighten it out a little bit?


I was just about to ask about the keyslip. This issue used to be quite common with the VPC1 and MP11, especially in the US where rough handling in shipping seems more prevalent. We made improvements to the keyslip design to prevent this kind of issue occurring when the shipping box is dropped on its side. This has certainly helped to reduce the number of cases we see, however clearly there are unfortunately a few incidents that still occur.

If the keyslip is dented/warped, it's probably best to send the instrument back for a replacement. However, if it's just grazing the keys slightly, with no visible warping, I believe it should be possible to loosen some screws on the underside of the instrument, pull the keyslip forward to allow the keys to move freely, then retighten the screws.

May I ask if you are based in the US?

Kind regards,
James
x


Hi James, that is pretty much exactly what I ended up doing and it seemed to do the trick. When I did open the box I felt a little concerned since nearly every piece of styrofoam that was in there seemed broken or cracked. Not sure if that's because of shipping and handling or perhaps due to SamAsh's generous tryout period of 45 days before being able to return an instrument for a full refund. Perhaps somebody else had a go around on it before I was able to get it. The keyslip doesn't have any visual warpage or damage to it so It's hard to say why it came so close to the keys. It seemed pretty straight to me when I loosened it. The instrument looks pretty much perfect except for a minor scratch on the bottom of the right sidearm which I noticed while I was on the floor with the screwdriver:

[Linked Image]

I can live with that since I'm not going to playing it lying on the floor on my back. And yes to answer your final question I am in USA, Long Island, NY.

Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960866 03/26/20 10:58 PM
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Hello Seabass,

Thank you for your reply, and for confirming your location.

Was this MP11SE sold as a brand new "A-class" instrument? If so, I don't believe it should have been opened already nor returned by a customer. It's a little concerning to read that the styrofoam packaging was broken/cracked, however if the instrument now works correctly and there are no visible signs of damage, I'm hopeful that everything will be okay.

May I ask if you would be willing to set the status of your YouTube video from "public" to "unlisted", please?

Kind regards,
James
x


Employed by Kawai Japan, however the opinions I express are my own.
Nord Electro 3 & occasional rare groove player.

"I agree that the User Manual is very good." - arc7urus, March 2019
Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Kawai James] #2960870 03/26/20 11:18 PM
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Curious as to the intent of changing the video status.

Re: Brand New Kawai MP11SE broken/stuck keys. [Re: UpNorth] #2960875 03/26/20 11:42 PM
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Originally Posted by UpNorth
Curious as to the intent of changing the video status.


+1



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Back to playing piano
Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Kawai James] #2960879 Yesterday at 12:00 AM
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Seabass Offline OP
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Originally Posted by Kawai James
Hello Seabass,

Thank you for your reply, and for confirming your location.

Was this MP11SE sold as a brand new "A-class" instrument? If so, I don't believe it should have been opened already nor returned by a customer. It's a little concerning to read that the styrofoam packaging was broken/cracked, however if the instrument now works correctly and there are no visible signs of damage, I'm hopeful that everything will be okay.

May I ask if you would be willing to set the status of your YouTube video from "public" to "unlisted", please?

Kind regards,
James
x



I purchased it through their Amazon store front and in the "New" condition so I'm not sure what "A-class" means since I've never encountered that before. This is my order with my private information removed:

[Linked Image]

https://www.amazon.com/sp?_encoding...=A102741HTMO4U3&tab=&vasStoreID=

If you click on the above link and click on the "Returns and Refunds" it mentions the 45 day period. So I figured that if the instrument isn't damaged but just returned they will just wrap it up again and resell it as brand new. What's stopping them from that? Of course I have no idea if that's what happened to me, I was just only speculating.

Last edited by Seabass; Yesterday at 12:09 AM.
Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960880 Yesterday at 12:11 AM
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Quote
So I figured that if the instrument isn't damaged but just returned they will just wrap it up again and resell it as brand new. What's stopping them from that?


It's called "ethics". Which they may not have.

There's a class of merchandise called "Open Box" -- that's what a returned-but-perfect-condition item _should_ be called.


. Charles
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PX-350 / microKorg XL+ / Pianoteq / Lounge Lizard / EV ZXA1 speaker
Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960882 Yesterday at 12:53 AM
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In the US, it is quite easy to find B-Stock Kawai MP11 for sale at discounted prices. So that would indicate that Kawai is not selling returned or repaired goods as A-Stock.

Of course, retailers could be selling A-Stock at a discount by calling them B-Stock for some reason or another. This is not particularly relevant for this case.

Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960911 Yesterday at 06:16 AM
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Originally Posted by Seabass
I sent an email out to the retailer and waiting on their response.

a minor scratch on the bottom of the right sidearm which I noticed while I was on the floor with the screwdriver:

[Linked Image]

I can live with that since I'm not going to playing it lying on the floor on my back.

I would be extremely disappointed (actually pissed) for such a thing, send everything back and demand full refund or replacement with a piano in brand new pristine condition.

was the money you gave them torn and ripped?

Even if you were able to solve the keyboard issue on your own (you took a chance nonetheless), that scratch causes the instrument to lose 20% of its value, if you ever wanted to resell the piano as pre-owned (ok, maybe you never will but that doesn't change anything. Besides, never say never...).

I'd think twice before keeping it, if I were you, besides the price you paid was no present at all...

Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960926 Yesterday at 08:38 AM
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Originally Posted by Seabass
I can live with that since I'm not going to playing it lying on the floor on my back.


Apparently you are a reasonable person and one who gets along well with others.

No need to make trouble just because you can.

Good For You


Don

Kawai MP11SE, Focal Professional CMS 40 near-field monitors, Yamaha HS8S Powered Subwoofer, SennHeiser HD 559 Headphones, Pianoteq and numerous other VSTs (Seldom Used)
Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960937 Yesterday at 09:58 AM
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no way!

swallowing a mistreatment is not "being reasonable" at all, to me.

The seller is the one supposed to be reasonable, instead, and do his job with conscience.

The price of a brand new MP11SE, here in Italy, is average €2.100, including tax and shipping. That'd be 2300 USD.

Now, I can understand that prices may change depending on the country, but that piano has been paid the most possibly FULL price, not the slightest discount there.

$740 of difference are almost enough to buy a plane ticket to Europe, get the piano and bring it back to the U.S. as a baggage, it wouldn't even pay import duties, being a private property.

That's to say that at the very least the piano should be in pristine conditions, for that kind of money.

One can decide "well I'm not in the mood for the struggle", but that's a different thing. I swear I would be...

Besides, I don't know how does it work in the U.S. but here they send a courier to your house to pick up the good and send it back for free, in order to have it replaced or fixed. At least that's what the store I bought my piano from does but, generally speaking, european laws are quite strict about internet sales. I'm inclined to think that it's the same in the U.S.

Anyway, whatever you decide, you have my solidarity.

Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960958 Yesterday at 11:26 AM
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Good words, Ragtime. Never accept poor quality!
You work hard for your money. A seller ought to work hard for his, too.

Re: Brand New Kawai MP11SE broken/stuck keys. [Re: Seabass] #2960970 Yesterday at 11:53 AM
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Well my options are to print the return label and stick it onto the box and take it down to my local UPS location to mail it out. Once they receive it they will issue me a full refund and I can reorder another one. Of course they are now out of stock. All the stores are out of stock waiting for more, these sell out fast which is why we pay full price in the states. I need to do some thinking.

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