They distroyed my S970 - I am devastated!

[Toril S]

Thanks Elaine!

[EB5AGV]

Hello Toril,

This is incredible 

As I told you previously, I work fixing electronics all day, mostly amateur radio equipment, with prices ranging from 100 to 12.000 EUR. And I get mostly out-of-warranty items (i.e. more than 2 years old). Some gear I fix could be 40+ years old. So I cover quite a lot of different types of radios and of course different owners. Some items arrive in very bad shape. Some in pristine condition. So I take pictures of every item as soon as put it on the workbench. Even sometimes I take pictures when I open the boxes they come in, if there is any packaging or transport problem. And also take pictures of the innards of the units and document my repairs. This has been extremely useful over the years.

BUT, and this is the great BUT... I care of the equipment as if they were mine. And what I want from any kind of technical service is that they act the same way.

So, for a brand like YAMAHA, any official technical service should have very high standards of labour. There should be not exceptions on that. As you don't have the PSR-S970 now you can't take pictures of its sad current condition, but they would be very important. Nowadays, no company wants bad publicity on the WEB and, just showing us those pictures, would be something YAMAHA won't like to happen.

I hope you get a good solution for this unfortunate incident. IMHO, you should get an sparkling brand new PSR-S975, as that is the current model and substitute for yours.

Please, let us know what happens.

Best wishes,

Jose

[Toril S]

Thanks Jose! They say it was damaged during transport. I will keep you friends posted as to the outcome of this sad matter!

[Paula]

 
Hi Toril
so sorry to hear this...did you transport yourself ? or was some one else responsible for transporting?
  I sure hope you get this all worked out and get a new key board!!!
             Paula
I also think the repair shop should have made a note of the damage they claim they seen upon receiving this key board to protect them selves from any law suits
there should be photos there needs to be proof

[Toril S]

Hello friends. No, I did not transport it myself. I delivered it to the shop where I purchased it, and they had to send it to a repair shop. The repair shop claims that the keyboard was damaged upon arrival, and have pictures to show for it. Then it is our postal service. Now there is a dialogue between my shop and the post company. I have used this day to find out how I stand legally.
I have no right to get a completely new keyboard as long as they are able to put the old one back to "as new" condition. That's the law here. The shop where I purchased the keyboard, is a good shop, so I have to trust they will give me either a new keyboard or put my old one in ship shape! But in the meantime I am without. They said I could take the keyboard home while I waited for them to decide what to do, so I could use it on my gigs,  but I declined, thinking that the safest thing to do now is to let them have it till it is put back to normal. Needless to say, I am not very happy right now! I sent Yamaha an email about all this, so they know.

[Paula]

 
Hi Toril
sure sounds like the postal service caused this problem,the store should of insured this when they shipped it to be repaired ,you safely brought this to the store and they shipped it out  I think the store should be responsible for this ,your key board was not injured when the store received it and what ever happened after that should be the stores fault ,just my opinion, I sure hope this is settled for you soon dear girl,I would not want the injured key board back... I would want a new one
          Paula

[Toril S]

I hope and pray for the best solution! THIS was not what I had in mind when I purchased my dear S970!

[hans1966]

Hello Toril, I really hope you can get a new keyboard. as I said before. all this event, it is called: DAMAGES and HARMFUL. caused by whom? the post office, the workshop or maybe the store ?. Whoever it is, it has caused great damage to your great passion which is to make good music. greetings Hans

[EB5AGV]

Hello friends. No, I did not transport it myself. I delivered it to the shop where I purchased it, and they had to send it to a repair shop. The repair shop claims that the keyboard was damaged upon arrival, and have pictures to show for it. Then it is our postal service. Now there is a dialogue between my shop and the post company. I have used this day to find out how I stand legally.
I have no right to get a completely new keyboard as long as they are able to put the old one back to "as new" condition. That's the law here. The shop where I purchased the keyboard, is a good shop, so I have to trust they will give me either a new keyboard or put my old one in ship shape! But in the meantime I am without. They said I could take the keyboard home while I waited for them to decide what to do, so I could use it on my gigs,  but I declined, thinking that the safest thing to do now is to let them have it till it is put back to normal. Needless to say, I am not very happy right now! I sent Yamaha an email about all this, so they know.

I think this raises an important point: did you use the original packaging with the unit?. Because YAMAHA cares quite a lot on developing good packaging for their products. I understand that not everyone can save the large cardboard (I do and have plenty of space full on my storage area just for my keyboards and accessories boxes!), but I think it is important to know if the unit was or not with the original packaging when it suffered damage, as this may be a thing to consider for future shipments of any of our beloved keyboards.

Of course, a hard transport box could be even better, but for home use I guess it is not something people use to have (at least I don't have any)

Jose

[Ernie]

This is really bad Toril.

In my opnion they have to give you a new keyboard because this was a repair under warranty.
It even took far to long for the repair and now it is repaired ...it is damaged...!
Things like this should not happen. They must help you out at once!

You live to far away to give you a big hug .. so I give you a musical hug.
Norwegian Woods of the Beatles ... I hope Yamaha services will be as
nice as the Norwegian woods are.

Norwegian Woods

Regards
Ernie

[Toril S]

Thanks Ernie!

[arvacon]

The repair shop claims that the keyboard was damaged upon arrival, and have pictures to show for it.

That doesn't seems to me so normal. Do you mean they knew this before they start the repair?
The repair shop received the keyboard in a box I guess. That means that when they opened the package, they found into that box some broken pieces of your keyboard and they saw the damage that could had probably happened by the post office.

If the damage happened from the post office, then why they didn't inform the music store directly, to start the procedure about claiming amends for the damage and also inform you about what had happened? Why did they just took some pictures as they say and they continue to the repair like nothing happened?

The above situation make me think that finally the music store made the damage before send the item to the repair shop. Then the repair shop received this damaged, they took some pictures to be safe, they talked with the store and the store told them to continue with the repair or they were trying to find a solution about how they will replace the case, so that is why they late so much. Finally when they saw that they can't find a replacement, the repair shop sent this back to the store and the store was hope that you will receive the keyboard without see the damage and then afterwards that you would going home, they would telling you stories that you broken it.

The plan B was that if you was watching the damage before you leave the store, they would claiming that the postal office did this, so they would avoid to take the responsibility too.
All the above come to my mind because I have seen a lot of these kind of stories to happening from stores that they seems serious businesses, but finally at difficult situations they try to not take responsibilities at all.

Whatever it says the law of your country, you are a European citizen and you have the same rights as me. I live in Greece and at my country we have 2 non profit organizations that they help customers to find their rights against companies, without charge any money of course, so maybe you have something like this to your country too. We have rights as European customers, so take advantage of the European laws.

I wish this nightmare will has a happy end.

[overover]

Hi Toril S,

did you check the Serial Number of this damaged keyboard, to be sure that it is definitely your S970 and it has not been accidentally swapped (by the repair center or your local dealer)?


Best regards,
Chris

[Toril S]

Thanks my friends.

[Dick Rector]

Dear Toril,
My advice is to inform YOUR insurance company that you will claim it and/or ask them for advice. Tell exactly what happened and how it is handled so far. Let them sort it out with the shop and  repair-shop or the post.
An insurance company is much stronger than a single person and they know the tricks.
I hope this nightmare will end soon for you.
Keep smiling!

Regards
Dick

[Toril S]

Thanks Dick😀

[EileenL]

Hello Toril,
I am so sorry to hear about your keyboard. Here in the UK a Yamaha dealer will not accept a keyboard back for repair unless it is in the original packing to give it the best chance of surviving whilst being transported back to repair shop. I have seen how some carriers throw these boxes around and stand heavy things on them. Of course your first call must be to Yamaha directly to tell them how you have been treated. They will then get things moving fast for you I am sure.

[Toril S]

Thank you Eileen!

[Ryszard Bieszczad]

Hi Toril
I got to know exactly your history with a damaged instrument and I feel sorry for you. Colleagues who wrote previous posts want to help you. Do not give up because the law is on your side. You have, as I noted, the full right to demand compensation from the perpetrator of the damage (you can determine it), you have the right to count on the help of the Yamaha Company, who cares about his clients well ..
I know what you are experiencing but I hope that you will quickly regain not only an efficient instrument but also a good frame of mind and again we will be able to listen to your great performances on psr.
Regards
Ryszard

[pjd]

Hi Toril S,

did you check the Serial Number of this damaged keyboard, to be sure that it is definitely your S970 and it has not been accidentally swapped (by the repair center or your local dealer)?


Best regards,
Chris

Good idea. i was a victim to this kind of switcheroo many years ago.

Hang in there, Toril!

-- pj

[Toril S]

Thanks Ryszard and pj. Unfortunately the serial number is right.

[Toril S]

News from The Traveling Keyboard: My S970 is to embark on yet another journey back to Oslo to be fitted with a new housing. The parts have already been ordered, so hopefully it won't take so long now. I sincerely hope I will see the end of this affair soon, and will get my dear S970 back in great condition, fit for fight for many years to come. When all is solved I will keep you posted!

[Ernie]

This is good news Toril!

Ernie

[Toril S]

Thanks, Ernie. Yes it is!

[vbdx66]

Good news Toril 

Vinciane

[Toril S]

Thanks Vinciane

[arvacon]

I would not accept this solution if I was in your position.
After a big impact like that, who will ensure me that everything will be perfectly aligned afterwards?
It is like you buy a new car and the service store crash it hard and then they say don't worry, we will change the outside so it will become new.. What about the chassis, the keyboard part and all that staff?
I would not trust this store anymore and I would insist on them to bring me a new one, but well that's just me, the weird customer.
I hope you get it back in good working condition soon at least.

[Toril S]

I know. But I have no legal rights to insist on anything, so I must hope it works out well. It is still under warranty, so I will react promptly is it does not function properly!

[arvacon]

Anyway, let's wish that everything will gonna be alright.
Stay there even 2 hours by testing it before you take it home and give special attention at every single key reaction.
Good luck.

[Gunnar Jonny]

.... But I have no legal rights to insist on anything......

Sad story!
Don't forget that we here in our country have 'kjøpsloven' that give you more strenght than you may be aware about as customer.
If there is a serious dealer or repair shop then they have enough insurance cover that covers such things.
I had never accepted any easy solution with eg. glue. Only new parts with extended warranty or new keyboard are the solution.
Anyway, good luck, hope you'll soon get your 'baby' back home.

Du må bætterdø itj gi dæ om dæm toille sæ sjø.