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The piano shop here is the only one shop which has Kawai piano. I was going to visit tomorrow and pay but big problem happened today.
They have their own contracted tuner which is called Kawai certified technician. That guy almost destoryed my previous Yamaha G2. I bought used Yamaha G2 from one of piano shop and he was also contracted tuner. After purchasing it , I asked him if he can fix or mitigate false beat note. Then he started to needling on the hammer felt and did again and again and the note became muffled and almoat dead sound. False beat was still there and around two or three notes became extremely muffled.

I tapped those note a lot to make them to get back original tone. But they never returned again. I had to call Japanese technician from Auckland to fix it.

He asked me who did that silly things but I didn't tell his name. I paid him with my own budget to recover those notes.

The Kawai certified? tuner can't play piano and he doing some jobs like robot without communicating with customer.

I really really really want to avoid him. I asked the branch manager of the piano shop if it's ok to use my tuner for warranty and they accepted yesterday.

If there is anything wrong during warranty period, my tuner will make report and send it to Kawai and Kawai will send their certified technician in Auckland to my place.

When I visit the piano shop, I met the piano tuner who almost destroyed my piano then straightly met the branch manager.

Today I got email from the manager and she changed the decision that I am allowed to use my tuner. They will not give warranty if I use my tuner.
She said the man who is contracted with the shop is the only one Kawai certified technician and if I don't want use him, there is no warranty.

I am so shocked as the piano is very sensitive instrument and professional pianist have their own preferred technician. BUT there is no freedom to choose other technician?

I don't want be slave of their terrible tuner after paying big amount of money. But I really want GX2.

What do I do? Is it Ok to buy the piano without warrantry? The most horrible thing about him is that he doing everything without communicating with me.

I don't want him to touch my piano ever. What do I do?

The branch manager said it's Kawai warranty policy and non negotiable.

Last edited by tony3304; 01/28/21 12:38 AM.
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Originally Posted by tony3304
I don't want be slave of their terrible tuner after paying big amount of money. But I really want GX2.

What do I do? Is it Ok to buy the piano without warrantry? The most horrible thing about him is that he doing everything without communicating with me.

I don't want him to touch my piano ever. What do I do?

The branch manager said it's Kawai warranty policy and non negotiable.

Since it is non negotiable, you might try to talk to the Kawai Certified tuner that you don't want him to do any voicing during the free tuning visit.

IMO, you should not do something that would void your Kawai Warranty.

Last edited by Hakki; 01/28/21 01:35 AM.
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Contact Kawai directly. This sounds like total bs.


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Most of terms of Kawai warranty were quite condition limited. Those problem almost happens very rare cases.
Most of probems happen because of maintaining issues. They don't cover for that.

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I contacted Kawai Australia several time before, they never replied

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Buy a different brand. Not replying says it all (or at least a lot).

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I have sent you a PM about Kawai Australia.


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Most pressuring email I've ever received from seller in my life.

=>

Good Afternoon, Tony

 

XXX Music has an obligation to our professional partner, Kawai, to ensure all customers have the very best experience when purchasing a new Piano.

 

By necessity this includes some non-negotiable terms and conditions of purchase; of crucial importance is the initial Technical support provided by XXX on our behalf and the only technician authorised by Kawai in this region.

 

All our local service providers ( XXX Transport and XXX) meet the highest standards demanded by Kawai and are selected as they are the very best available in the Canterbury region. In fact, these companies are regarded nationally as first-rate specialists. They also have specialist knowledge of Kawai Instruments and have proven their competence over time.

 

You have proposed that you wish to use non-Kawai approved technician - XXX - and have been forceful in your views on the matter.

On review of our obligation to Kawai, the product warranty -and in conjunction with professional advice - we determine that this does not fulfil our responsibility to either you, or the Brand.

We cannot proceed in good conscience with your proposed option to use XXX and withdraw our approval for that as a condition of sale.  XXX is who we – and Kawai – elect to use: This is non-negotiable condition of sale

 

We await your written acknowledgement in this matter.

 

After we have fulfilled our post sale obligations, if you wish to use non-Kawai approved technician, you need to be aware of the potential consequences. Simply put, this could void your warranty as Sections 2, 6, 8 and 9 are not negotiable*.

 

New Kawai Pianos come with a 12 Year Factory warranty. This warranty is backed by Kawai (Japan) and is the longest most extensive warranty we offer on any product. Also included with the piano is, key cover, key for lid, castor cups, care manual.

 

Please read the warranty conditions before making your final decision.

I would also like to emphasise that this warranty does not include the following

(a)    Accidental damage;

(b)    Improper repair or maintenance;

(c)    Damages caused by extreme changes in temperature or humidity;

(d)    Tonal characteristics of the instruments (this decision is made before purchasing and you will agree you have certainly done your due diligence in this regard)

 

For XXX Music to ensure your warranty is, and remains, valid there are conditions for us - and you - to observe. (Please see attached warranty form). * I would draw particular attention to Sections 2, 6, 8 and 9.  These sections refer to the Authorised dealer / Agent and Qualified Technician: For the avoidance of doubt, this means XXX Music and XXX respectively.

 

 

Due to Covid related stock shortages, anticipated price increases and considerable interest in the product at this time, you are notified the usual applicable period for a quotation (14 days or until current goods are sold) has been modified and does not apply.

 

You having had multiple opportunities, over several weeks, to consider the instrument before provision of the pro-forma reasonably fulfils our responsibility to allow due diligence.

 

Therefore, you are advised:

We have extended an offer to you which is valid until 5pm on Saturday 30th January. Thereafter, the offer expires.

 

The offer is for the Kawai GX2 at the Papanui store for the agreed price of $37500.00 incl gst. The amount will be payable in full by Direct Debit (or similar transfer) to our nominated account and verified by Head Office. Credit Card payment, or similar, is not applicable.

 

The price includes:

·        Delivery to your home (by XXX);

·        Set up and Tuning (XXX).

 

I await your written response in order to move forward with required arrangements

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Originally Posted by zeitlos
Buy a different brand. Not replying says it all (or at least a lot).

This. If it were negotiable they would have responded. It is a lot of money. You like the piano, but you will be wedded to the tuner that you do not like. And for how long? In NL Kawai warranty on an acoustic is 10 years (!). It is unfortunate but there are other very nice pianos.


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Originally Posted by pianogabe
Originally Posted by zeitlos
Buy a different brand. Not replying says it all (or at least a lot).

This. If it were negotiable they would have responded. It is a lot of money. You like the piano, but you will be wedded to the tuner that you do not like. And for how long? In NL Kawai warranty on an acoustic is 10 years (!). It is unfortunate but there are other very nice pianos.


The dealer did respond and the choice of techs is non-negotiable. The OP needs to buy a different brand as the contract will not be modified; I cannot perceive that Kawai corporate will change their standard contract wording


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No dealer responded but Kawai Australia never replied to my enquiries before. I will buy the piano without warranty and will rubbish out if there is any problem.
I've never imagined this situation happen.

Last edited by tony3304; 01/28/21 03:33 AM.
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Since this worries you, get a copy of the warranty and read it before you do anything. Also, if there is governing law for warranties in your country, and a bureau that oversees it, check with them.


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The dealer and Kawai are being reasonable. Of course they will only honour a 12 year warranty if any work on the piano is done by one of their certified technicians. What do you expect them to say otherwise? The problem comes down to lack of confidence by the customer in using that one certified technician, based on a previous bad experience. I would walk away if no other option is proposed and felt that strongly or confident about my position (with the technician). I already mentioned on another thread, this piano is the wrong piano for the OP anyway, IMHO.

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Originally Posted by tony3304
No dealer responded but Kawai Australia never replied to my enquiries before. I will buy the piano without warranty and will rubbish out if there is any problem.
I've never imagined this situation happen.


I am confused, I guess. Didn’t your previous post include a long email reply from the dealer that you could not use your own tech? If this is in their warranty, the warranty will be voided if you don’t honor the terms of the warranty. Kawai Australia will not change their standard warranty service requirements .

I’m not sure what ‘rubbish out if any problems’ means but I don’t think you will have any legal recourse.

From reading the dealer’s email, does it seem like they want to make this sale? If no, you need to move on to a different brand as you will start your ownership under contentious conditions

Last edited by dogperson; 01/28/21 04:14 AM.
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The dealer accepted me to use my own tech for first tuning , if there is anything wrong during warranty period, they allowed me to call my tuner and check it then they will arrange the other Kawai certified tuner to fix it yesterday.
Today they withdraw their offer and didn't allow me to use my tuner.

I am just wondering if the piano is ok during first 1 year , will it be ok for rest of period? in most cases?

I got brand boxed Yamaha U3 from Japan long time ago, and for 20 years , it didn't have any problem except false beat. Absolutely warranty don't cover false beat

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Agree with BDB about reviewing the warranty.

Who is alliowed to tune the piano for the next 12 years? Who is allowed to voice the hammers? Who is allowed to do general maintenance?


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Sorry Withindale, I couldn't understand the senteces from 'Who is allowed to tune the piano . . . .' . What does it actually mean?

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You must consider the worst case scenario.

What if you find out later that your new pianos's soundboard has a crack?

Or any other major defect that can only be remedied by the factory or the piano needs to be replaced.

You won't be able to get a refund or a substitute.

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The problem is the tech is related to other piano shop as well. There are only two piano shops in my town he is both related with Yamaha and Kawai. If I don't move to other town, I can't be free from him.
I've already checked the soundboard by the way

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Where does it say that it needs to be a Kawai-technician? Maybe I missed it.

It only says: (b) Improper repair or maintenance;

However, this is insane. In Germany car companies tried also to kind of restrict you to their own certified car repairs for service, otherwise you would lose your warranty. Courts have dismissed this (for obvious reasons).

Buy a different brand or at least ask for other brands conditions. How can you give them your money if you don’t agree with their basic terms. There are so many fantastic pianos out there.


Again, being restricted like this is nuts.
It goes without saying that if your technician damages anything you lose your warranty because of this. But not if he is not the reason for the failure of something.

Last edited by zeitlos; 01/28/21 04:48 AM.
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