The Yamaha AN1x Synthesizer mailing list

--- In AN1x-list@yahoogroups.com, "Ed Edwards" 
<edward.edwards@v...> wrote:
> Working at a service desk (for a wireless phone company) all 
day may qualify
> me for providing a few suggestions.
> 
> 1. Get an 800 number and call Yamaha.

There are many such contact numbers listed on Page 120 of the 
AN1x Owner's Manual.


> 2. Persist until you find an actual human being to tell your 
problem to.  Be
> sure to include the dealer's name and the time and date you 
left it for
> repair.
> 3. Insist that your problem be solved.


I think you'll find Yamaha will be very agreeable in this regards. I 
experienced a similar situation with my AN1x back in the spring 
of '99 and Yamaha was VERY accomodating.

Here's my sob story...

I purchased my AN1x in Nov. '98 and it sufferred from the 
annoying audible 'popping & clicking' sound that had been 
identified as a bug by many AN1x users back in '97. Shortly after 
the '99 new year I wrote up a description of the error and under 
what circumstances the problem occured (and how it could be 
recreated.) I returned the board to the point of purchase 
(Venemans Music, Rockville MD - now out of business.) I figured 
it best to address the isssue while under warranty. Well, of 
course they couldn't find a problem - having ignored the write up I 
provided! - and had no service bulletin from Yamaha describing 
the issue. 

So, I called Yamaha directly and they readily acknoweldged the 
problem and indicated it was a factory modification and the 
dealer would not be able make the repair - it would need to be 
returned to the West Coast facility. I provided this info to my 
dealer and every couple of weeks I would call for a status update 
- to no avail. After three months of this *nonsense* I made the 
dealer provide me with the R/A (return authorization) number and 
called Yamaha back - Yamaha determine the issue date for the 
R/A number had not been until that very week. Aaargh! Needless 
to say I was VERY upset with my dealer :-# Yamaha put me in 
touch with a service department manager who expedited the 
repair and had my board returned to the dealer within two weeks. 
Venemans Music was bought out by Guitar Center a year 
later...too bad, they use to be a GREAT shop up until their last 
couple of years...


> 4. If dissatisfied with their response, ask that the problem be 
esclated to
> the next level of authority.
> 5. Remind them that your dissatisfaction will result in a very 
negative view
> of their company and services which you will share with 
whatever form of
> communication to musicians that you know of including 
magazines, newgroups,
> forums, columns and so on.
> 6. Repeat steps 1-5 until something happens.
> 

This is all sound advice. I suggest you follow Ed suggestions 
and give Yamaha an opportunity to help make things right. No 
one WANTS to be regarded for poor service delivery but it's up to 
you to help them, help you.

Good luck. Let us know what happens next!

Jon