Topic: They distroyed my S970 - I am devastated!

[Toril S]

Hello friends.
I am sitting here, numb with shock! In the afternoon I got a call from the shop that my S970 was repaired and I could come and get it. I took a taxi to the shop, as happy as could be. But in the car I got a bad feeling. So I said I wanted to take a look at the keyboard while I was at the shop. We put it on a desk, plugged it in an started it up. Played some piano, all was well. Then I put my hand on its corner, and jumped back. A big piece of the cabinet was missing!!! It turns out that both the upper and lower part of the cabinet is damaged! So I just had to go home without my keyboard. Some pieces are even missing! What shall I do now?
I said I wanted a new keyboard, and the answer was that they had to find out whos fault this was first and take it from there.
I am just very depressed right now. I earned for a long time to get this keyboard, and it has been such joy for me to have it. Do you think both the upper and lower cabinets can be changed? I will not take back a keyboard with a large hole in it. The hole is at the corner where the earphone jack is.

[Craig Schiller]

So sorry to hear this. What terrible incompetence and what a drag for you. Hope it gets resolved to your satisfaction quickly and you can get back to playing.

[Toril S]

Thanks, Craig!

[vbdx66]

Hi Toril,

I am so sorry to hear that your S970 got so badly damaged. I am pretty sure that since it is still under warranty and that it got damaged in the shop, they should give you an entirely new keyboard or give you full refund.

Maybe you should seek for some legal advice or ask the question elsewhere on this or another forum?

Hope this will rapidly be sorted out,

Regards,

Vinciane

[Toril S]

Thank you so much Vinciane!

[Joe H]

Toril,

This is outrageous!  Call or email Yamaha about this incident.  Hopefully they will make good and replace your keyboard with a new one.

Joe H

[Toril S]

Thank you so much, Joe H. I hope the shop will sort it out. But I am afraid it will be an endless quarrel about who is to pay, the repair shop, the postal service or the music store. And while they cast blame back and forth I am sitting there with my long nose without my keyboard! I just hope this was a nightmare, and that I will wake up soon wiht my stunning S970 safely before me here at home!

[Paula]

Hi
 this is why it is so important to take pictures if and during the packing of any items you ship dates and videos as well, we even take a pic,in front of the box in front of the shipping area to show no damage is on the shipping box
     Good luck Toril hope it all works out for you
             Paula

[Normanfernandez]

I do agree with Paula, Some pictures could have been taken,
Did you take any pictures of the damages?

Get in contact with Yamaha Directly , I'll try to get in touch via Twitter.
Contact them about this Store. 
You have to get a new keyboard!
This is outrageous!!

Where do you live?
Send a personal message if you have to,

- Norman

[panos]

Sorry to hear that Toril,but why they call you to take it back in the fisrt place.
They didn't notice the damage in the first place from the music store before they call you?
My keyboard felt down a couple of times while removing it and the only damage was done was some scratches at the lower part.Not a....hole 

[SeaGtGruff]

My keyboard felt down a couple of times while removing it and the only damage was done was some scratches at the lower part.Not a....hole 

It may have fallen or been dropped at an angle, such that the place where the casing is broken or missing hit the floor first?

[pjd]

Toril, please hang in there. Getting Yamaha involved sounds like a good idea. I don't think that they would tolerate this incompetence, especially if it's an "authorized" repair shop.

We feel your pain, too -- pj

[Toril S]

Thank you all!

[Gloria]

Toril, I am so sorry to hear about this terrible incident with your keyboard!    Joe H. suggestions helped me out when I had problems receiving my keyboard (that I'd already paid for) from our local Guitar Center in Scottsdale, Arizona!  He suggested getting in touch with Yamaha Corp. in Los Angeles, California & they got things moving after I had gotten the "run around" for 5 months from Guitar Center! (I don't know where Yamaha Europe is;) but Good luck & please keep us PSR TUTORIAL members posted.

Regards, Gloria

[Al Ram]

Toril

I am so sorry to hear about your problem.   I had a problem with a Yamaha keyboard a couple of years ago and I called Yamaha directly.

They were eager to help.    I believe you are in Norway/Europe.

I could not find the contact info for Yamaha in Norway.  Below is a link for Yamaha contact in Europe, please click on the Country nearest you.   I suggest to contact them and tell them about this problem.

I am sure they will be willing to help or provide some orientation.

Hope this helps.

https://europe.yamaha.com/en/support/contacts/index.html


UPDATE
I believe this is the Yamaha contact for you

Yamaha Music Europe GmbH, Branch Scandinavia
Box 30053,
400 43 Göteborg
Sweden
Phone: ++31893400
Fax: ++31454026

[Toril S]

Thanks, Al. I believe that the store will make things right, they are a serious business. If not, I will have to take other action.

[Del B]

Hi Toril
Sorry to hear this news, the shop you took your keyboard for repair are the ones responsible to ensure that your keyboard comes back repaired and at least apart from the repair in the same or better condition. I would inform Yamaha of the situation and that it is still under warranty. If you think you may have a fight on your hands and not getting any positive outcome, I would seek proper legal advice.
I know how gutted you may feel you worked hard for that keyboard, someone will have to be accountable for what has happened and they will have to have it put right whether it is a complete new keyboard or new casing.
I would push for a new keyboard because it sounds as though the keyboard has been dropped on that corner and you don't know what shock damage it has done internally, and to be honest it should be bench tested, before it is returned. I would push for a new replacement keyboard and let the shop who took your keyboard bear the cost and let them recoup their money from who ever's fault it was, at the end of the day it is their duty to return it to you in a better condition than what it went in at.
I hope it works out good for you,  stay strong and don't get fobbed off, if you feel unfairly treated then that's the time to seek proper legal advice.

regards Del
P.S Tell the shop you want this resolved quickly as it has already been 3-4 weeks for the repair and you not that tolerant in waiting another 3 weeks.

[Toril S]

Thanks for the encouragement Del! It has been over 6 weeks!

[tyrosaurus]

Hi Toril,

I believe that the store will make things right, they are a serious business. If not, I will have to take other action.

They probably will 'make things right' in the end, since they have a legal responsibility to do so, but how long will it take?

I would say that if they really are a 'serious business' as you suggest, their primary concern would be with you the customer, and you would have been given a brand new keyboard from their stock to take home with you!  They can then argue about who is to blame for the damage at their leisure with the other parties involved!

Even if you want to give the dealership a chance to sort things out for you, I would say, like others have already done, that you must still contact Yamaha directly by email (which unlike telephone calls, provides evidential proof of what you have 'said' to them) about the matter and explain the full story to them.  They will be able to make instant decisions regarding how to deal with this issue (i.e.  damage to a keyboard undergoing a repair under warranty), that the dealer may not be empowered to do, or perhaps may not want to do! 

I believe that you will get a quicker resolution to the matter by involving Yamaha directly!  Don't worry about possibly upsetting the dealer - they obviously aren't too bothered about upsetting you! 


Regards

Ian

[Toril S]

Thanks Ian. I still don't begin to fathom how this could happen!

[Mendel]

btw.. i use GC Pro Coverage and they are a really amazing music appliance insurance which i use for my s970

[Patrick]

Hi Toril, it's a shame! you must ask for a brand new PSR S970 or 975; it's the first time that we've such bad service in a music shop!
I hope you'll have very soon a new keyboard, all the best Patrick
 

[Toril S]

Thanks Mendel and Patrick!

[Bruce Breen]

I agree with Patrick!
You should get a new keyboard!

Make sure you get Yamaha involved if they are tardy in supplying an agreeable solution for you!

Good luck!

[Paula]

 
 I have a rider on my house insurance for my equipment and I am thankful my Bose L1 mod 1 got destroyed, my Insurance co.was good  they replaced  it with the L1 MOD 2 and tone match as the one I had  bose no longer made, so I did get a better system as well  this equipment is expensive insurance is necessary especially if you gig out
          Paula 

[travlin-easy]

First and foremost, was this a Yamaha Authorized Repair Center? If so, I'm confident that Yamaha will intervene and provide you with a new unit. If not, then I suggest taking the repair center to court and sue them for a new unit, which should be fairly easy to do.

Good luck,

Gary

[hans1966]

Hello friends.
I am sitting here, numb with shock! In the afternoon I got a call from the shop that my S970 was repaired and I could come and get it. I took a taxi to the shop, as happy as could be. But in the car I got a bad feeling. So I said I wanted to take a look at the keyboard while I was at the shop. We put it on a desk, plugged it in an started it up. Played some piano, all was well. Then I put my hand on its corner, and jumped back. A big piece of the cabinet was missing!!! It turns out that both the upper and lower part of the cabinet is damaged! So I just had to go home without my keyboard. Some pieces are even missing! What shall I do now?
I said I wanted a new keyboard, and the answer was that they had to find out whos fault this was first and take it from there.
I am just very depressed right now. I earned for a long time to get this keyboard, and it has been such joy for me to have it. Do you think both the upper and lower cabinets can be changed? I will not take back a keyboard with a large hole in it. The hole is at the corner where the earphone jack is.

Hello Toril, I suggest you take legal action against the repair shop, and claim damages caused to your S970. It really can not be called repair shop, but rather destruction. because apart from damaging your keyboard, you are killed by the illusions of continuing to make good music. I sincerely hope that they give you a new keyboard (S970 or S975) is the least they can do for you.  a bear hug.    Hans

[beykock]

Dear Toril,

Very sad experience. Feel very sorry for you.

IMHO legal steps and actions are ALWAYS very expensive, very frustrating, time consuming and ... the final outcome is often a disaster.😰

I am sure Yamaha Sweden will help you out.
Hopefully they offer you the key to find a solution that might be acceptable for all parties involved.

Keep smiling !

Good luck, Babette

[Toril S]

Thanks Paula, Gary, Hans and Babette😀

[motekmusic]

Hello Torril,

Am completely amazed by the negligence of that repair service center.   I hope that yamaha will become aware of this
episode and that the matter can be rectified.   If as Gary mentioned the repair shop was an accredited by yamaha then
your dealer should make a fast go and pitch in for you.   I don't know how much this forum and your activity on it can
provide character witness, if the repair shop is doubting your word.   You also have posted quite a few songs on that machine
which lends credence to your side of the story.   Any damage to that machine is the repair shop responsibilty since when
you brought it in there was no gaping whole.

Hope you take heart that IMHO the forum is behind you 100%.

Looking forward to hearing that Yamaha has recompensed with a BRAND NEW UPGRADE.

cheers
elaie

[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