ComplaintsforKraft Music Ltd.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spent $231 dollars on a guitar bundle. It was a Christmas gift and my daughter started taking lessons in April. The guitar teacher immediately noticed the guitar sounded bad land it would be costly to fix (more than what the guitar was worth). I sent a shirt video so ******, from Kraft Music can listen to. He suggested changing the strings (on a barely used guitar and it would need a quick ***************** adjustment. He also talked about the guitar being exposed to humidity (where I live in a central air conditioning home). He was coming up with everything except taking responsibility that he sent me a defective guitar! I have a short video and will make you another video of this defective guitar from another video from her guitar ******* Please tell me where I can email this video to. Thank you

  Business response

  05/05/2023

  ****** and our sales advisor, ******, have spoke since this complaint was filed. We have agreed to take the original guitar (purchased November 2022) back on return in exchange for another model that ****** has selected. While this is all still in process (the new guitar is on its way to her, and we will receive the original guitar in a week or so), we believe that we have reached an arrangement that will be a win-win for all.

  Customer response

  05/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  I am ****** pleased with the communication between ****** and me. He was patient and offered many thought out recommendations to either exchange the guitar or gave me the opportunity to upgrade it. ****** kept in constant communication with giving me information on each model and it was greatly appreciated. I regret even making this report, but I didnt realize the amazing customer support that would be offered before this report was delivered! This is a great company and really appreciate their efforts with this matter!. I will definitely continue being a customer of *****************************************! 
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a product online from Kraft Music on 26 Aug 2022. The product, a Korg SV-2 keyboard was received and within a few days turned out to have a defect and was reported back to Kraft on Oct 11, 2022 via email and phone within their 45-day return policy. I had previously had the unit reviewed at an authorized ************ center who indicated the unit was defective and I should return to Kraft for refund. I did not retain original packaging information due to space constraints and I did affix identification information (name/address/phone number) to an inconspicuous location under the keyboard because I had brought it to an authorized service center for Korg. Kraft Music initially indicated they would not accept the return as a defective product because my name had been written on the underside of the keyboard; however, they arranged for repair of the unit and indicated if the problem was anything other than a simple replacement of an available component (vacuum tube) they would accept return. A replacement of a vacuum tube was conducted which did not solve the problem. Kraft refused to support a return and arranged again for repair of the keyboard through a local Korg authorized service agent, and it has been in a repair status for over 100-days, with no information from Kraft Music, or Korg on when the repair will be complete, or when parts will be available for the repair. The local Korg authorized service agent has indicated he has received no followup information from Kraft or Korg since Nov 2022. The unit purchased was in excess of $2,000 and has been in repair since the Fall of 2022. I want a refund or replacement so I may purchase or replace with a non-defective product.Order # **********

  Business response

  03/06/2023

  Thank you for the opportunity to respond to this complaint. The customer did, as he stated, purchase a new Korg keyboard from us on 8/26/22. *** would have delivered the keyboard to him a few business days later, no later than 9/1/22. According to all of our records (emails, phone calls, etc), It was not until October 11th, nearly 40 days later, that we were notified of a possible defect. This normally would not be a problem at all, as we offer a 45-day return period, and we routinely extend that in order to help our customers. Often, in cases like this, we arrange to pick up a defective keyboard and replace it with a brand new one, at no cost to the customer. We do, however, require the unit to be in next-to-new condition along with all original packaging, so we *** safely transport it, send it back to the manufacturer, or resell it if possible (details of our 45-day guarantee can be found at ********************************************************************** ). In this case, it appears that the customer disposed of all packaging, and took the keyboard to a third party repair center before ever contacting us. Once he did contact us, we initially offered to replace the unit as part of our guarantee until learning that he had disposed of the packaging, and had written his name and contact information boldly on the bottom of the keyboard. At that point, our hands were tied on issuing a replacement, but we could certainly help him get service to exercise his 1-year warranty coverage from the manufacturer, Korg. We even lobbied Korg to consider the idea of a replacement but they, too, declined due to the lack of packaging and the handwritten information now scarring the bottom of the keyboard. The customer remains covered by the manufacturers warranty, and he is entitled to have it repaired by the service center that he engaged. He mentions that the authorized service center has not received any followup information from Kraft Music since November 2022. That *** be true, as this is now in the hands of that authorized service center who has direct communication with Korg. The customer also threatened lawsuits and his last communication to us was I will take this as your response within my seven days and I will proceed to seek alternative resolution. We replied assuring him that he is covered by warranty and recommended that he speak with **** or the Korg technician to help expedite this. But we have not had any further communication from him until receiving this complaint. We regret that this matter has come to the BBB, and while we are certainly willing to do all we can to expedite the repair of this keyboard, we feel that we can do nothing more than that.
  
  

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