Keyboardamerica

Beware of this stubborn Mike Nixon, he is not possible to have a reasonable discussion with. Handling business so bad will make him bankrupt soon and his customers will lose all guaranties.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below First and foremost, I do appreciate ***’s response to making an attempt at fixing this situation Unfortunately it had to be brought to a third party mediator to get something in the works I do have some comments to ***’s responses and a possible solution I will work through ***’s responses first “When the piano was sold to Mr [redacted] , the piano was new but it was a closeout modelThe new version sells for much more than he paid.This is why he received the iPad, Apple Airport Express and also a huge music library that none of the new player pianos come with.” The fact this this was a closeout model and the new version sells for much more, really in all honesty, has nothing to do with the fact that I was sold a defective product In no way whatsoever does that make it any better that I bought a still very expensive, broken piano With the exception of the music library, the Apple iPad and Airport Express come with the PianoDisc “IQ iPad Air” player system“The piano is under warranty and any problems that occur with that technology would be coveredI spoke to Mr [redacted] three timesOver those calls explained that it would take me a bit to get a hold of the PianoDisc District manager to see what PianoDisc wanted to do as it is their call to authorize warranty cJaims for us.” Then why wasn’t anything done about it in a reasonable amount of time if the piano and technology were covered under warranty? All three times we spoke, if it wasn’t more then that, I initiated the call every time Never once did [redacted] ever contact me [redacted] said he would call me back and never did [redacted] also told me he would call the district manager Dave, as soon as we hung the phone up That also never happened No appointment for service was ever made“Unfortunately, the music trade show was also happening which causes a lot of problems for about a month, mid-January to mid-FebruaryI also had congestive heart failure and had to have open-heart surgery on top of that with a few months recovery time.” This is all irrelevant information The music trade show, again, really has nothing to do with the fact that I was sold a broken piano before this trade show even started Usually, you take care of your current customers and make them happy before you worry about getting more customers Also, [redacted] wasn’t even going to this trade show, so I’m still not sure what this has to do with my piano Again, I am sorry for ***’s congestive heart failure However, he was well enough to sell me the piano back in early January Also, [redacted] is not the only employee of KeyboardAmerica Someone else could have very well have taken care of this issue “I did tell Mr [redacted] that he could go on the PianoDisc website if he didn't want to wait and download the new APP and upgrade to the newer system and that would also solve it and also give him the streaming PianoDisc radio stationDepending on his WiFi and his devices, it could totally eliminate that balance control box.” My piano is broken It has an electrical short somewhere in a main component Downloading an APP will not fix the broken piano I know this because I called PianoDisc and trouble shot the system with them over the phone I also should not have to pay any money out of pocket to upgrade to a newer system to fix a problem [redacted] did say he was going to “upgrade” my system for free, and he thought that may fix the issue, however after waiting for months for this to happen, I lost hope that anything was ever going to be done“ The problem with the piano is very minor and it requires the on/off switch on the balance control box to be turned off and on to recycleWithout my illness it would have been taken care of already.” This is untrue [redacted] did tell me after I called him to just turn the box off and back on and that will fix the problem This was the first time he openly admitted to me that he knew there was a problem with the piano before he sold it to me Never once did he disclose to me that this particular piano had unresolved problems and did not work as advertised While cycling the control box off and back on may have fixed the problem in the past that no longer works The player piano instead of working 50% of the time, now work 0% of the time“My plan now is tojust replace that box.” That will be unnecessary to replace the box After hours and days of troubleshooting with PianoDisc, I purchased a balance control box for $and installed it on the piano That fixed the problem and I have a receipt for the $85, amongst a few other small dollar items I replaced as part of the troubleshooting process “As far as not being able to get it working at the house when we delivered it, it always takes time as the piano, Airport Express & iPad have to be configured to the WiFi which is different at every house and delivery situationMost companies leave that part up to the consumer.There are so many different routers and equipment that everything takes time.” I was never told that I would be on my own for configuring the piano to play through my WiFi This turned out to be quite a long process as the piano itself was the problem “They bought the piano from us because of the low model closeout price and it was much less than the newer & current models.” Again, the fact that it was a “low model closeout price” does not make it any more OK that the piano was defective and never fixed The low price was $9,463.00, that is not the price you pay for junk“During our first phone conversation, there had never been any complaint about the piano not being in tune when it was deliveredThis is the first Iam hearing about thatPiano tuners are the customer's responsibilityIt was in tune when we delivered.” I was told that the piano would be tuned before it left KeyboardAmerica and that they have a climate controlled vehicle so it would not have to be tuned when delivered to my house I was also told upon delivery, that because of the quick delivery after purchase, the piano was never tuned and someone would be in touch with me to get it tuned This again, never happened It was most certainly not in tune when delivered “I know that it is the end of March, and in circumstances this would have been taken care of in the beginning of March, but my recovery from my illness took time (months) and I am now back full timeThe piano still plays and now we have found out that the box just needs to be replacedWe have ordered it and when we get it in we will make arrangements to install itIt is very simple to do.” As I am not the greatest piano player, I purchased the piano because it had the player system on it So in my mind, the piano does not “play.” Again, on the replacement of the box, not necessary to replace it, as I already did I will take a reimbursement for the $though If this was so simple to do, and you new what the problem was, I still don’t understand why it take months for you to order the box“Please keep in mind that we are the reseller not the manufacturer and are required to do what PianoDisc authorizes us to doI have cal1ed the representative a few times but it took a while for him to get back to me as wellAs far as the price, Mr [redacted] got a lot of extras that would total out at about $because it was a closeoutI told him when he bought it that he could upgrade at PianoDisc and it would still be thousands less than he could buy the current pianos for.” Again, I’m not sure how this “great deal” and all these “extras” has anything to do with or justifies why I have a broken piano That doesn’t make it any better “I have always spoken to Mr [redacted] and have not avoided his calls( guess it is easy for someone to not realize that open heart surgery is a month recovery and I had the surgery between Christmas & New Year's DayWhile I was back to work on a very limited basis, I still did as much as I couldCome to find out, selling the piano was as much as [redacted] could do being back to work on a limited basis At this point, now that I have a working piano, all I am asking for is reimbursement of the $and my piano to be tuned

As stated in my last response dated 417/15, my plan was to fix Mr [redacted] 's piano by replacing the balance control box and due to my open- heart surgery, recovery time and the music trade show happening, this plan was delayedWe purchased the balance control box and have tried six times to contact Mr [redacted] to replace this part on his pianoWe did not know he purchased a control box and did his own repair until we received the attached Revdex.com customer response letter dated S/6/1S.This explains why he has not answered any of our phone calls or returned a callWe will mail a check to Mr [redacted] for $to reimburse the cost of his balance control box and we will return the part we purchased for the repairI have attached acopy of our control box invoice.Also stated in my last response, the piano was in tune when we delivered itIt was tuned prior to delivery on the same day that it delivered to Mr [redacted] I have attached a copy of our tuner's invoice for this piano Tuning a piano after it is delivered is maintenance and is the customer's responsibilityI have attached a copy of Mr [redacted] 's invoice to show there was no in..home tuning included after the piano delivered

When the piano was sold to Mr [redacted] , the piano was new but it was a closeout modelThe new version sells for much more than he paidThis is why he received the iPad, Apple Airport Express and also a huge music library that none of the new player pianos come withThe piano is under warranty and any problems that occur with that technology would be coveredI spoke to Mr [redacted] three timesOver those calls explained that it would take me a bit to get a hold of the PianoDisc District manager to see what PianoDisc wanted to do as it is their call to authorize warranty cJaims for us.Unfortunately, the music trade show was also happening which causes a lot of problems for about a month, mid-January to mid-FebruaryI also had congestive heart failure and had to have open-heart surgery on top of that with a few months recovery timeI did tell Mr [redacted] that he could go on the PianoDisc website if he didn't want to wait and download the new APP and upgrade to the newer system and that would also solve it and also give him the streaming PianoDisc radio stationDepending on his WiFi and his devices, it could totally eliminate that balance control boxThe problem with the piano is very minor and it requires the on/off switch on the balance control box to be turned off and on to recycleWithout my illness it would have been taken care of alreadyMy plan now is tojust replace that boxAs far as not being able to get it working at the house when we delivered it, it always takes time as the piano, Airport Express & iPad have to be configured to the WiFi which is different at every house and delivery situationMost companies leave that part up to the consumer.There are so many different routers and equipment that everything takes timeThey bought the piano from us because of the low model closeout price and it was much less than the newer & current modelsDuring our first phone conversation, there had never been any complaint about the piano not being in tune when it was deliveredThis is the first Iam hearing about thatPiano tuners are the customer's responsibilityIt was in tune when we deliveredI know that it is the end of March, and in circumstances this would have been taken care of in the beginning of March, but my recovery from my illnesstook time (months) and I am now back full timeThe piano still plays and now we have found out that the box just needs to be replacedWe have ordered it and when we get it in we will make arrangements to install itIt is very simple to do.Please keep in mind that we are the reseller not the manufacturer and are required to do what PianoDisc authorizes us to doI have cal1ed the representative a few times but it took a while for him to get back to me as wellAs far as the price, Mr[redacted] got a lot of extras that would total out at about $because it was a closeoutI told him when he bought it that he could upgrade at PianoDisc and it would still be thousands less than he could buy the current pianos forI have always spoken to Mr [redacted] and have not avoided his calls( guess it is easy for someone to not realize that open heart surgery is a month recovery and I had the surgery between Christmas & New Year's DayWhile I was back to work on a very limited basis, I still did as much as I could

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First and foremost, I do appreciate [redacted]’s response to making an attempt at fixing this situation.  Unfortunately it had to be brought to a third party mediator to get something in the works.  I do have some comments to [redacted]’s responses and a possible solution.  I will work through [redacted]’s responses first… “When the piano was sold to Mr. [redacted], the piano was new but it was a closeout model. The new version sells for much more than he paid.This is why he received the iPad, Apple Airport Express and also a huge music library that none of the new player pianos come with.” The fact this this was a closeout model and the new version sells for much more, really in all honesty, has nothing to do with the fact that I was sold a defective product.  In no way whatsoever does that make it any better that I bought a still very expensive, broken piano.  With the exception of the music library, the Apple iPad and Airport Express come with the PianoDisc “IQ iPad Air” player system. “The piano is under warranty and any problems that occur with that technology would be covered. I spoke to Mr. [redacted] three times. Over those calls 1 explained that it would take me a bit to get a hold of the PianoDisc District manager to see what PianoDisc wanted to do as it is their call to authorize warranty cJaims for us.” Then why wasn’t anything done about it in a reasonable amount of time if the piano and technology were covered under warranty?  All three times we spoke, if it wasn’t more then that, I initiated the call every time.  Never once did [redacted] ever contact me.  [redacted] said he would call me back and never did.  [redacted] also told me he would call the district manager Dave, as soon as we hung the phone up.  That also never happened.  No appointment for service was ever made. “Unfortunately, the music trade show was also happening which causes a lot of problems for about a month, mid-January to mid-February. I also had congestive heart failure and had to have open-heart surgery on top of that with a few months recovery time.” This is all irrelevant information.  The music trade show, again, really has nothing to do with the fact that I was sold a broken piano before this trade show even started.  Usually, you take care of your current customers and make them happy before you worry about getting more customers.  Also, [redacted] wasn’t even going to this trade show, so I’m still not sure what this has to do with my piano.  Again, I am sorry for [redacted]’s congestive heart failure.  However, he was well enough to sell me the piano back in early January.  Also, [redacted] is not the only employee of KeyboardAmerica.  Someone else could have very well have taken care of this issue.    “I did tell Mr. [redacted] that he could go on the PianoDisc website if he didn't want to wait and download the new APP and upgrade to the newer system and that would also solve it and also give him the streaming PianoDisc radio station. Depending on his WiFi and his devices, it could totally eliminate that balance control box.” My piano is broken.  It has an electrical short somewhere in a main component.  Downloading an APP will not fix the broken piano.  I know this because I called PianoDisc and trouble shot the system with them over the phone.  I also should not have to pay any money out of pocket to upgrade to a newer system to fix a problem.  [redacted] did say he was going to “upgrade” my system for free, and he thought that may fix the issue, however after waiting for months for this to happen, I lost hope that anything was ever going to be done. “ The problem with the piano is very minor and it requires the on/off switch on the balance control box to be turned off and on to recycle. Without my illness it would have been taken care of already.” This is untrue.  [redacted] did tell me after I called him to just turn the box off and back on and that will fix the problem.  This was the first time he openly admitted to me that he knew there was a problem with the piano before he sold it to me.  Never once did he disclose to me that this particular piano had unresolved problems and did not work as advertised.  While cycling the control box off and back on may have fixed the problem in the past that no longer works.  The player piano instead of working 50% of the time, now work 0% of the time. “My plan now is tojust replace that box.” That will be unnecessary to replace the box.  After hours and days of troubleshooting with PianoDisc, I purchased a balance control box for $85 and installed it on the piano.  That fixed the problem and I have a receipt for the $85, amongst a few other small dollar items I replaced as part of the troubleshooting process.  “As far as not being able to get it working at the house when we delivered it, it always takes time as the piano, Airport Express & iPad have to be configured to the WiFi which is different at every house and delivery situation. Most companies leave that part up to the consumer.There are so many different routers and equipment that everything takes time.” I was never told that I would be on my own for configuring the piano to play through my WiFi.  This turned out to be quite a long process as the piano itself was the problem.  “They bought the piano from us because of the low model closeout price and it was much less than the newer & current models.” Again, the fact that it was a “low model closeout price” does not make it any more OK that the piano was defective and never fixed.  The low price was $9,463.00, that is not the price you pay for junk. “During our first phone conversation, there had never been any complaint about the piano not being in tune when it was delivered. This is the first Iam hearing about that. Piano tuners are the customer's responsibility. It was in tune when we delivered.” I was told that the piano would be tuned before it left KeyboardAmerica and that they have a climate controlled vehicle so it would not have to be tuned when delivered to my house.  I was also told upon delivery, that because of the quick delivery after purchase, the piano was never tuned and someone would be in touch with me to get it tuned.  This again, never happened.  It was most certainly not in tune when delivered.    “I know that it is the end of March, and in normal circumstances this would have been taken care of in the beginning of March, but my recovery from my illness took time (3 months) and I am now back full time. The piano still plays and now we have found out that the box just needs to be replaced. We have ordered it and when we get it in we will make arrangements to install it. It is very simple to do.” As I am not the greatest piano player, I purchased the piano because it had the player system on it.  So in my mind, the piano does not “play.”  Again, on the replacement of the box, not necessary to replace it, as I already did.  I will take a reimbursement for the $85 though.  If this was so simple to do, and you new what the problem was, I still don’t understand why it take 3 months for you to order the box. “Please keep in mind that we are the reseller not the manufacturer and are required to do what PianoDisc authorizes us to do. I have cal1ed the representative a few times but it took a while for him to get back to me as well. As far as the price, Mr. [redacted] got a lot of extras that would total out at about $3000 because it was a closeout. I told him when he bought it that he could upgrade at PianoDisc and it would still be thousands less than he could buy the current pianos for.” Again, I’m not sure how this “great deal” and all these “extras” has anything to do with or justifies why I have a broken piano.  That doesn’t make it any better.  “I have always  spoken to Mr. [redacted] and have not avoided his calls. ( guess it is easy for someone to not realize that open heart surgery is a 3 month recovery and I had the surgery between Christmas & New Year's Day. While I was back to work on a very limited basis, I still did as much as I could. Come to find out, selling the piano was as much as [redacted] could do being back to work on a limited basis.   At this point, now that I have a working piano, all I am asking for is reimbursement of the $85 and my piano to be tuned.

When the piano was sold to Mr. [redacted], the piano was new but it was a closeout model. The new version sells for much more than he paid. This is why he received the iPad, Apple Airport Express and also a huge music library that none of the new player pianos come with. The piano is under warranty and...

any problems that occur with that technology would be covered. I spoke to Mr. [redacted] three times. Over those calls 1 explained that it would take me a bit to get a hold of the PianoDisc District manager to see what PianoDisc wanted to do as it is their call to authorize warranty cJaims for us.Unfortunately, the music trade show was also happening which causes a lot of problems for about a month, mid-January to mid-February. I also had congestive heart failure and had to have open-heart surgery on top of that with a few months recovery time. I did tell Mr. [redacted] that he could go on the PianoDisc website if he didn't want to wait and download the new APP and upgrade to the newer system and that would also solve it and also give him the streaming PianoDisc radio station. Depending on his WiFi and his devices, it could totally eliminate that balance control box. The problem with the piano is very minor and it requires the on/off switch on the balance control box to be turned off and on to recycle. Without my illness it would have been taken care of already. My plan now is tojust replace that box. As far as not being able to get it working at the house when we delivered it, it always takes time as the piano, Airport Express & iPad have to be configured to the WiFi which is different at every house and delivery situation. Most companies leave that part up to the consumer.There are so many different routers and equipment that everything takes time. They bought the piano from us because of the low model closeout price and it was much less than the newer & current models. During our first phone conversation, there had never been any complaint about the piano not being in tune when it was delivered. This is the first Iam hearing about that. Piano tuners are the customer's responsibility. It was in tune when we delivered. I know that it is the end of March, and in normal circumstances this would have been taken care of in the beginning of March, but my recovery from my illnesstook time (3 months) and I am now back full time. The piano still plays and now we have found out that the box just needs to be replaced. We have ordered it and when we get it in we will make arrangements to install it. It is very simple to do.Please keep in mind that we are the reseller not the manufacturer and are required to do what PianoDisc authorizes us to do. I have cal1ed the representative a few times but it took a while for him to get back to me as well. As far as the price, Mr.[redacted] got a lot of extras that would total out at about $3000 because it was a closeout. I told him when he bought it that he could upgrade at PianoDisc and it would still be thousands less than he could buy the current pianos for. I have always  spoken to Mr. [redacted] and have not avoided his calls. ( guess it is easy for someone to not realize that open heart surgery is a 3 month recovery and I had the surgery between Christmas & New Year's Day. While I was back to work on a very limited basis, I still did as much as I could.

Review: I had purchased a "Pearl River GP142 IQ iPad Player Grand Piano," Serial # 1179227. The final agreed upon price was $9,463.00, $9,713.00 with delivery and tuning. The piano was purchased on 1/8/2015. This price was to include delivery, setup, tuning, and of course the piano in total working condition, including the player piano. Once the piano was delivered, it was delivered untuned. Keyboard America has yet to make right upon this. This is the smallest issue of the 2. When the piano was delivered, the setup crew had a difficult time getting the player piano portion of the piano to play at all. After about an hour, the system finally started to play. I signed the paper that my product was delivered in working order. The piano continued to work as advertised for about 24 hours. After that, the piano player quit working. I called KeyboardAmerica and the owner had told me that he openly knew that there was a problem with this player piano an he would get it fixed for me. I hung up the phone waiting for something to come of this and nothing ever did. I called back Keyboardamerica and talked once again with the owner who proceeded to give me the run around on how he will make right of this situation. Again, two weeks pass and nothing. I call back and again and talk with the owner. This time the owner starts to get an attitude with me and tells me that I need to "relax, he has alarms going off in his phone everyday to fix my piano." I purchased the piano on 1/8/2015. It broke 1/9/2015. I called Keyboardamerica on my first day off from work 1/12/2015. Still broke and nothing done about it, I called back 2/17/2015. Once again, I'm given the run around. I call back a third time on 3/17/2015 and this time get an attitude from Keyboardamerica. I am the victim here, not them. I paid almost 10k for a broken product. I also tried calling the manufacturer of the piano player who is "pianodisc." They did some troubleshooting with me over the phone and came up with the diagnosis that my system is faulty. We are at the troubleshooting phase of replacing components.Desired Settlement: All I want, is what I paid for. I would prefer the piano to be repaired to the working condition that I bought it for, and tuned. If this is not a viable option, then I would like a 50% refund for the non working player piano ( the player piano costs just as much as the piano does, $4,731.50 is what I would like refunded for the non working player portion of the piano), and tuned. If either of these is not an option, then I would like a full 100% refund for the piano and Keyboardamerica can take it back.

Business

Response:

When the piano was sold to Mr. [redacted], the piano was new but it was a closeout model. The new version sells for much more than he paid. This is why he received the iPad, Apple Airport Express and also a huge music library that none of the new player pianos come with. The piano is under warranty and any problems that occur with that technology would be covered. I spoke to Mr. [redacted] three times. Over those calls 1 explained that it would take me a bit to get a hold of the PianoDisc District manager to see what PianoDisc wanted to do as it is their call to authorize warranty cJaims for us.Unfortunately, the music trade show was also happening which causes a lot of problems for about a month, mid-January to mid-February. I also had congestive heart failure and had to have open-heart surgery on top of that with a few months recovery time. I did tell Mr. [redacted] that he could go on the PianoDisc website if he didn't want to wait and download the new APP and upgrade to the newer system and that would also solve it and also give him the streaming PianoDisc radio station. Depending on his WiFi and his devices, it could totally eliminate that balance control box. The problem with the piano is very minor and it requires the on/off switch on the balance control box to be turned off and on to recycle. Without my illness it would have been taken care of already. My plan now is tojust replace that box. As far as not being able to get it working at the house when we delivered it, it always takes time as the piano, Airport Express & iPad have to be configured to the WiFi which is different at every house and delivery situation. Most companies leave that part up to the consumer.There are so many different routers and equipment that everything takes time. They bought the piano from us because of the low model closeout price and it was much less than the newer & current models. During our first phone conversation, there had never been any complaint about the piano not being in tune when it was delivered. This is the first Iam hearing about that. Piano tuners are the customer's responsibility. It was in tune when we delivered. I know that it is the end of March, and in normal circumstances this would have been taken care of in the beginning of March, but my recovery from my illnesstook time (3 months) and I am now back full time. The piano still plays and now we have found out that the box just needs to be replaced. We have ordered it and when we get it in we will make arrangements to install it. It is very simple to do.Please keep in mind that we are the reseller not the manufacturer and are required to do what PianoDisc authorizes us to do. I have cal1ed the representative a few times but it took a while for him to get back to me as well. As far as the price, Mr.[redacted] got a lot of extras that would total out at about $3000 because it was a closeout. I told him when he bought it that he could upgrade at PianoDisc and it would still be thousands less than he could buy the current pianos for. I have always spoken to Mr. [redacted] and have not avoided his calls. ( guess it is easy for someone to not realize that open heart surgery is a 3 month recovery and I had the surgery between Christmas & New Year's Day. While I was back to work on a very limited basis, I still did as much as I could.

Review: I purchased a px 150 sn 8014794 from Keyboard America in Lewes DE where I am staying for the winter. The 2nd A below middle C 'drops' the tone fairly quickly and becomes an unvaried (non random) digital sound, not like the other notes. Brought piano in to discuss with Mike today 11/21/2013 (bought piano 11/16 and could not bring it back since he was closed the 2 next days.) Post sale, today, he became quite irrational and abusive with me about my questions, calling me names (democrat, entitled, know-it-all etc) when all I was doing was trying to figure out what was going on. His bullying with me has made me simply want to return the piano and buy elsewhere with a professional sales person. VISA is processing a refund. He refused to let me leave the piano, put it outside of his store, threatened that he knew the police here and donated to them (I.e. no use in my calling them?) I do not want to give this guy business after the way he treated me. He also belittled me and claimed the drop off on the note was to be expected as I did not pay very much for the unit (500 dollars.) This after telling me that there WAS no drop off. My Visa is processing a refund and understands what happened as they were on the phone while he was belittling me. His no return policy is NOT on the invoice, only on the VISA small print out. I would like him to get the unit back as VISA said they would offer him this alternative to his simply losing piano, and drop this before I file small claims court for bullying. Never had to deal with such an unprofessional sales person except on the streets.Desired Settlement: Pick up the piano for which VISA, who witnessed him yelling at me, telling me to hang up, calling me names, has already issued me a refund and let this go. He was abusive, bullying and belittling and making inappropriate accusations about my political leanings (????) and I don't want to have anything to do with him. Want this all reversed. I do not want further contact with him. Have no idea who I reminded him of, but I am not giving him my money after that and DO want him to accept (pick up since he would not let me leave it and did threaten me) piano back. I'm actually afraid someone like him would come after me with a gun :(