I am a music store owner and I've learned alot over the years about how to get the help I need. First, I give the names of those who know the particular product to my customers if they need more than I might know about a certain issue. By giving them the name of the person at Roland, Yamaha or Korg here in the USA, it's the first step to getting a proper answer to their question. At Korg, it sometimes requires me to give them the name of the Product Manager who will talk to anyone rather than the guys that just do the tech support. The most frustrating thing to me is that most companies now have a few to several techs all taking questions on all keyboards including the non arranger type and the arranger type and unfortunately they might have great knowledge on one type but not the other. Years ago this was not the way it was. Arranger guys and non arranger guys (and gals) answering questions. But economics today doesn't allow the Manufactures in their opinions to have so many tech support people. This is true with all three major companies here in the US. When a phone call is made to Yamaha, there is a front line person who takes the information or question and passes it on to one of 3 or 4 techs working at Yamaha. They try to return calls within 24 hours if possible. If you email them, there are thousands of unread emails from all around the world so it sometimes takes them much longer to respond. There are a couple of guys at Yamaha who really know the arranger products and when I can't get through, Steve Deming (you know from this forum) has always been there for me when I need him quickly and with a must need an answer now question.
At Roland, Jan Vogels is the main technician who knows the Arranger keyboards. I've spoke with other technicians who clearly knew very little about a VA7 or G1000. So, I make sure I ask for Jan when I have to know something now!
It's a matter of knowing who to call and how the system works to feel like customer support is doing it's job well.
I have nothing but nice things to say about dealing with Generalmusic and Ketron as well. I know that these companies seem to respond so much nicer when a person calls and starts the conversation with kindness rather than being bitter and upset right at the get go. Believe me, I've had my share of nasty people on the other end of phone conversations over the years but I do find that friendliness seems to work the best and knowing who to call.
George Kaye
Kaye's Music Scene
Reseda, California