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Posted By: cjlin Is this reasonable? Yamaha P125 malfunction - 08/04/20 05:28 PM
Hi, I recently bought a P125 from a reputable online music shop (4.6 stars on Google), but the piano came with two stuck keys. The online shop sent me a video to teach me how to fix it by myself (by shaking, lifting or pressing the keys). Yet, one of the keys is still broken.

The shop staff then told me that I had to print out a return label and drop the instrument off at a Fedex location by myself. The piano is very heavy, and I don't think I can do it all by myself. (Most of my friends are out of town due to COVID.) What's worse is that I don't have a car. The staff asked me to use Uber (out of my own pocket), sympathetically saying, "I know it's a hassle." And that was the end of the online chat.

Is this return process reasonable? I don't think any Uber drivers would help me deliver the piano. (And the piano with the box probably wouldn't fit in a normal Uber anyways.) What should I do to protect my rights?

Thank you!!
The P125 isn't particularly heavy for a digital piano, at 26 pounds. I would not accept a solution that involves you having to fix it yourself. Fortunately, it sounds like they're paying the return shipping, which is not always the case (and is rarely included on the warranty from the actual manufacturer).

Either wait until you have a ride (assuming you're not past the return period) to the Fedex drop-off location, take a taxi, or pay the extra charge to have it picked up from your home, or try to convince the seller to pay for that extra service.

This is one of the reasons why I like giving a well-managed local store a chance for these sorts of purchases. If things go sideways, I can usually tell them to "deal with it". The cost of shipping things is becoming increasingly expensive these days.
Note: I'm in the UK

I had a recent run of bad luck with some Kawai pianos being faulty; with an ES110, an MP11se and 2 MP7se units all being bad (due to stock levels I ended up changing model rather than waiting for some time for replacements to come in stock). These came from 2 different stores here in the UK, purchased online (gear4music and bonnersmusic) and at no point did I pay for or have to arrange myself the postage.

In all cases the store arranged a pickup and then either refunded (It was on finance so basically this just meant cancelling the finance agreement) or replaced the unit (in the case of the first MP7se).

As a result, other than repeated finance agreements being made and then cancelled which has undoubtedly hurt my credit rating, I'm out of pocket a total of £0 since even the original postage cost (which was included in the finance) was cancelled out.

So no, I don't think it's acceptable.
Ask Yamaha.

Will they tell you to talk to the shop?

Or will they have other channels for warranty issues?
The P-125... is definitely... not heavy at all. How far is the FedEx location? If it's close, you can just walk there with the P-125. If not, just Uber there. I feel for you, that money for the Uber shouldn't be coming out of your pocket. Maybe you're getting things mixed up: are you sure it's a P-125 or is it something a lot heavier like the P-515? P-125's are very, very light.
Thank you all for the advice.

Right, P125 is not as heavy as many other digital pianos, but it's heavy enough for me to carry around in the original box. That's why walking to Fedex is not an option. Uber has a new policy that passengers can only sit at the back, but I'll give UberXL a try.

I was going to return this defective P125 in exchange for a new P125. I think it's unfair for me to drop off this defective product by myself. I kind of regret not having bought the piano from Amazon.
Originally Posted by cjlin
Thank you all for the advice.

Right, P125 is not as heavy as many other digital pianos, but it's heavy enough for me to carry around in the original box. That's why walking to Fedex is not an option. Uber has a new policy that passengers can only sit at the back, but I'll give UberXL a try.

I was going to return this defective P125 in exchange for a new P125. I think it's unfair for me to drop off this defective product by myself. I kind of regret not having bought the piano from Amazon.
Maybe someone can help you with carrying it? Are you SURE it's not a P-515 (which is very heavy)?
Originally Posted by cjlin
Hi, I recently bought a P125 from a reputable online music shop (4.6 stars on Google), but the piano came with two stuck keys. The online shop sent me a video to teach me how to fix it by myself (by shaking, lifting or pressing the keys). Yet, one of the keys is still broken.

The shop staff then told me that I had to print out a return label and drop the instrument off at a Fedex location by myself. The piano is very heavy, and I don't think I can do it all by myself. (Most of my friends are out of town due to COVID.) What's worse is that I don't have a car. The staff asked me to use Uber (out of my own pocket), sympathetically saying, "I know it's a hassle." And that was the end of the online chat.

Is this return process reasonable? I don't think any Uber drivers would help me deliver the piano. (And the piano with the box probably wouldn't fit in a normal Uber anyways.) What should I do to protect my rights?

Thank you!!

1. I'm frankly surprised at all the manly-man responses here saying how light the P-125 is. True, it's no MP11, and it's probably one of the lighter DPs around as things go. But as far as packages sent through the mail and things you have to carry, yes, it can absolutely be a burden, particularly if you're slight of build or any number of other reasons. And some folks don't have the common luxury of an on-demand car. So you absolutely have my sympathies. And suggesting you hoof it with a fully packaged DP box under your arm....wow.

2. It's understandable, but IMO unacceptable for the shop to expect you to self-help and "solve" the problem by jiggling keys around. Having a DP arrive with non-functioning keys is not acceptable, and given how much styrofoam is used in packaging, it's indicative of some transit abuse (being bumped/tossed around a delivery van or warehouse). For me, if a new DP arrives in that condition, it goes back.

3. It's understandable, and reasonable, though unfortunate, that the only return option is Fed Ex dropoff. I think the important thing is that the shop is covering the cost of return shipping, that's good. A lot of unscrupulous places will try to have you cover that cost, which can be significant. It's also not unreasonable for the shop to assume you have reasonable transportation to the dropoff point, though yes, it's time and money out of your pocket. IMHO, that's part of the risk you take when you buy online, you're saving upfront cost, but taking a chance on something that may cost you down the road.

4. As to how to approach this, I don't know what Uber charges, but do you have a Zipcar or other short-term rental option available--maybe it would be less? How about Lyft or another Uber clone (or even a taxi)? Perhaps you could ask a friend for a lift? Maybe you can call FedEx and ask if they can schedule residential pickup (perhaps for a fee)? You might try calling the shop and seeing if they have another delivery option that includes residential pickup (perhaps one you can pay for, e.g., UPS).

Best of luck. It's understandably frustrating to receive a damaged/broken product, even moreso to deal with the hassle of returns. As terminaldegree mentions, this is one of the benefits of dealing with a local shop (though for a P-125, they might expect you to deliver the unit back to the store as well).
Call the store, have them arrange pickup on their dime, If they refuse, just call the credit card company for charge back.
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