Kraft Music Ltd.

Our experience with Kraft Music.com could not be better. We ordered a PX850 Casio Privia keyboard and, alas, it did not work when we received it. This was understandably disheartening; however, Kraft Music.com made good on their customer service and sent a new one straight away. UPS came and picked up the non working keyboard, and a day later, delivered the new one. The new one works brilliantly!
I am writing this review here because I could not find where to write one on the company's website.

Review: I purchased a Nord Piano 2 from Kraft on April 16, 2015. The product arrived with defects in the keyboard in that they keybed itself is about 1/16 of an inch offset which causes the keys to klunk and get stuck in the downward position while playing. I have been trying to resolve this myself through Kraft since then but have been given a run around.

I finally was able to get ahold of a [redacted] in June who told me I could have it returned under the warranty for a replacement or a refund. He never responded further after that point.

I filed a second request a few weeks ago and an Andy took over the case. He called me by phone and politely told me that he wanted to send me a prepaid return sticker as soon as possible to return the defective digital piano. I was then sent to [redacted] who would help me further.

Pable, rather than send me the return sticker or get refund information, has been playing games with the idea of getting it repaired. Now, according to [redacted] I need to contact a [redacted] at "[redacted]". He never told me where this "[redacted]" was until I inquired further. [redacted] is in [redacted], 108 miles away from my home and a 2.5 hour drive minimum, not counting traffic and toll roads.

I told [redacted] this would not work and that I wanted to get my money back instead since that was covered under the warranty according to [redacted], who I originally spoke with. Instead, [redacted] sent me to another person, all of whom I assume he has friendships with and gets business with in their clique which is why I'm getting the run around, and this second "technician" was located somewhat closer but still a long way out towards Cape Cod at a 2 hour drive.

Bear in mind, in each of these cases, as per [redacted]'s words, I am to take the defective piano to these people, let them see the problem that I can clearly see for myself, play it so they can see what it's doing, then bring it back home with me until they can order a new keybed, then bring it all the way back out once the part has been delivered, go home, and go back to pick it up once the repair is finished.

I am frustrated with this service as it shows a lack of support to Kraft's products and it downplays the quality of the Nord products by allowing Kraft to sell a defective instrument and then not properly address the issue and see it to a proper resolution. At this point I just want to get my money back and move forward because all I've gotten now for nearly 3 month is a grand old song and dance regarding the defective instrument. There is no need for me to travel that long out of my way so a guy who doesn't even have a website can "repair" it, I'm not trusting of that sort of behavior and just want a refund now.Desired Settlement: I want a full refund for the Nord Piano 2 and a prepaid sticker to return the defective piano to Kraft as I was told was going to happen by [redacted] before he stopped handling my case out of the blue. I am too frustrated with this song and dance routine and I am not going to drive hundreds of miles out of my way for a repair under warranty when a refund or replacement would have been faster and would have actually resolved the problem.

Business

Response:

Mr. [redacted] did notify us of a potential defect very soon after he purchased his premium keyboard. Our goal is complete satisfaction, and a refund, or a replacement, are two options we readily offer. Another option, and one that can lead to a faster resolution in many instances (if the customer is willing), is to put the customer in touch with the manufacturer or distributor of the instrument for a possible local repair. We have great confidence in the U.S. distributor of this keyboard, as they jump at the chance to assist musicians wherever they are in the U.S. We put Mr. [redacted] and our trusted distributor together to see if they could come up with a faster solution. It appears as though some misunderstandings ensued, and this customer grew to be very unsatisfied with his entire experience. Unfortunately, Kraft Music and our distributor didn’t find out that he wasn’t fully satisfied until we were notified of this complaint. We regret that this situation came to this, and the customer was offered a replacement or refund - his choice was a refund, and upon our receipt of the potentially defective keyboard, a full refund was issued.

I placed a large order in August for $11,212.50 with [redacted] at Kraft Music. The certified check was lost by UPS. Kraft and I agreed to modify the order, which was $1000 less than the original amount. Also, I needed the order by Sept 17, 2013. UPS found the check and [redacted] said that he MAY or MAY NOT return the difference. I had to urge UPS to intercept the check to prevent him from receiving it. I then discovered some of the equipment was used and out of production. I contacted Isaac at Guitar Center and got NEW and CURRENT equipment for $8,971.21, and all of it was delivered on Sept 11, 2013. I would NEVER deal with this man or company again. This is just my personal experience with Kraft Music.