Frustration
After going through all known "channels" to get support for my Audya, I think I can say that Ketron has none support for their products. I have tried dealer, distributors, repairshop, Ketron factory, no one can/will help me to solve my update problem. They don't even have courage to tell me they don't want to help, instead they just ignore e-mails. (except Frank, he forward to CMC, and TWD forward to Ketron It.) Thanks to TWD & Tony for all help, but no luck. My mail direct to Ketron didn't help much, I got one mail from AJ, after that he just vanished into the air. Looks like I'm at the end of the Ketron dead end street

Skude,

How much is a flight to Italy from Norway, I would put it in a flight case, get on the plane, hire a car and just turn up at the factory, that would surprise them, have few days out in Italy whilst they fix it for you.. Easy jet from the UK is about £70.00.

Just a thought.


Tony

did you telephone as I suggested?

1) Your distributor (who is responsible for your support issues):
Phone: +1 800 554 59 82

2) Ketron Italy (they speak very good english)
Phone: +39 071 285771

Skude,

Did you do as TWD says. BTW Arcona where Ketron factory is situated, is a pretty long drive from the airport.


Tony

Tony
May be I could get a cheep air fair, but I guess what I had to pay to bring the KB would not be cheep, at least it was not from the US. And custom would probably call Ketron to tell I was there, so they could lock the front door

TWD No, I didn't call, I decided not to. All involved in this case knows what's going on. Ketron It. got my mail, and they got yours, which should count much more than mine, still they don't care. I know Frank did his job contacting CMC distributor. If they have done what they should is hard to tell since they never bother to inform their customers what the deal is, at least not me. I have never said much in public about my frustration with my Audya, I always thought things could be solved. There have been quite a few e-mails back and forth regarding these problems. If we get a lot of rain and wind this spring I may get time to get my website up and running again, then I may upload my e-mails for those of you interested, to read, there will be a few pages I will put some music to go with it As I said before, I don't think I will go any further with this, I just torture myself. Two and a half years ago I did a big mistake, I can only blame myself for not buying from my local dealer, as TWD says, if I did I would at least had my money back. When I bought this I knew there could be warranty problems living in another country, but never thought it could end up like being banned. Again I will say thanks to you guys trying to help, special thanks to Tony and TWD.
The Audya will stay in my studio for my grandson to play, he don't care which OS it's running, and it will be a warning sign to myself in the future. To anyone else, before buying, check to see how support is
skude

There is an expression in the UK "Cutting your nose of to spite your face" which I think you are doing.

By not following through, the only person to suffer is you...as you have a keyboard that will not accept the Upgrade (and any subsequent OS releases) that you have paid for.

Frank cannot be expected to solve this by himself. Granted, your distributor should have acted and Ketron should have understood your email. However they have not and you still have a keyboard that is working, but not able to update. (I don't think there are any other faults are there?)

make the call Leif.

Skude,

The offer of the swap is still on with me, I could get it sorted in the UK, me and TWD will take a hammer to it and fix it, I will hold the KB and TWD will hit it with his magic wand.
I know you are at the end but, have you just give up, it will a pig to sell unless a dealer takes it and fixes it.

Pity that boat doesn't sail Hull to Norway I would love to come over for a days fishing with the Audya, I think it was DFDS that use to sail.

Good Luck Skude TWD advice is good, he never lets anyone in the UK down and he covers all the UK.

Tony

Ehemmmm, do you think any fish would swallow the bait?


Skude,
did you ever make a call to Bergen Keyboardsenter to ask if they could help you solve this fault or if they have any suggestions about how to fix without travel to Italy?
Tony suggested jump on a plane, but the problem will be that Ketron staff are warned and will know you're on the way by read all passengerlists for incoming foreigners, and then close the shop for vacation until you're left the border again.......

Cheers
GJ

Jonny,

Do you think Ketron would pull a trick like thaT...


Tony

TWD, I know exactly what you mean, I will be, and has been the only one to suffer, well, except you guys listening to me whining And I do have a few other faults also.
Tony, we could go fishing, and using the Audya as bait, but I guess the fish will run across the sea, to the UK
GJ. I don't think they will let me into the country, not even for a holiday, they may think I will carry with me the Audya in parts Bergen Keyboard Senter, sounds like a very good idea, never heard about them. Have been to 4sound Bergen several times. I will try to call them, and ask if they can help. 4 hours drive from here.
Thanks!
skude

Thanks Gunnar Johnny
Got to talk to a very helpful person today. Told him about my Audya problem, and he knew right away what I was talking about. He was working to solve the same problem on a customers Audya. He was waiting to get some information next week, they think this update problem has something to do with the earlier Audya 76 motherboard. I will call him by the end of next week to know more.
BTW ,GJ, now you have the chance to get the Audya you always wanted, make me an offer. 3HD's, flight, Fs 13, exp. pedal. I will get it fixed first, or you fix it, lower price
skude

Hi skude.

Good to hear that the phonecall gave result. S-T H and his staff at BKS has always been very serviceminded and wiling to help.
Hopefully things work out for you this time.

Hmmm, Audya did tempt me as much as I sold my SD1 before Audya ever was to buy, and the rest of the story is written in more than one tread and post here at SZ.
But, the big question is if it's worth dig as deep in the pocets to buy problems or/and if the train has left the station regarding Audya?
Anyway, I don't think you're going to sell when get it fixed, and if you do, I guess the price will be pr. kg. and Audya is heavy!
I might consider your offer when the doctor made a diagnosis and cure to make it work well again..... depending of how good you bait is.

Cheers
GJ

Personally I don't think its a problem with the age or version of the motherboard as 90% of our Audya users in the UK upgraded and 100% of them without problems. We had the first shipment of Audya's internationally (well before the USA) and so they will predate yours. There have been no real changes with hardware anyway except for the introduction of the Supersolo RAM slots and some very minor component changes that will not affect software.

Lets hope your techy can help. But you have the official numbers to call if you need to.

Still waiting for a solution to my Audya problem, I'm not the only one waiting to hear from the big guys (Ketron). Calling back next week. My guess, MM starting tomorrow, customer support not first priority
skude

Your right, its going to be all hands to the pump for the next few days.

Called the technician again, that is working on a Audya problem similar to mine. Still he hasn't heard anything from Ketron how to solve this problem. Makes me wonder, If Ketron don't care about their "own people" I can understand why they don't bother to reply to me.
skude

Skude, I have given you the phone number for Ketron Italy - If your own distributor (USA) will not help, please call Ketron yourself and refuse to get off of the phone until you speak to someone who will assist you.

Stop complaining and take action yourself by picking up the phone...its not that hard. Do not allow yourself to be fobbed off by others! How do you even know that this so called Ketron technician has been in contact with the factory at all?

TWD
Yes you gave me the phone number, the reason why I'm not calling, for the first my ,technical english is not very good, and I will have a hard time explaining my problem, and if i get an answer from someone that is a specialist on this I will probably not understand all he is saying, it will be like calling a computer specialist, when he explain you will have no clue what he is talking about. And Ketron has my e-mail where I tried to explain, you did the same, they can just hit the reply button. This guy I talked with about my problem is a great person and I do trust him, if he is waiting for answer from the factory or distributor I don't know, but I do know he will help. I can't see that there will be any help from the US, they are gone. Let's get one thing clear, I never asked for anything for free, I just want this to work. I will never stop complaining about this bad Audya support, I know you are a distributor (wish you were mine) it's your job to defend Ketron, I fully understand that. Even though I did not buy the KB from you, you have been very helpful to me and I appreciate that very much, you also tried to help me on this problem, but it makes me wonder why Ketron ignored your question to them about my Audya problem. Anyway, I will wait and see how it goes with my contact with this keyboard center, and I will get back with updates, when there is any news, and my complaints will go on, those of you that don't like it, just don't read. I don't think I have said much about this on any forum, and I guess Nigel will let me know, if there is something he don't like.
Regards
skude

I re-read my last post and it came out a little stronger than I intended it to be - sorry. I hope your technician can resolve the problem for you soon.

What worries me is that there are new products on the way, I ask Ketron Italy, what about an unfinished Audya.? They know what we mean! The fixes to the the timing issues for a start and so on. It's like hitting your head against a brick wall, timing issues should not be part of a charged upgrade ie Aj and Ketron UK.

These are things we expect as a norm, not an exception to the rule

We don't charge for OS upgrades in the UK Robbo, they come from Ketron Italy and are free to download.

Have you spoken to your distributor about possible issues with your Audya? I can give you their phone number if you like?

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HiTWD, I wish there was a Ketron Aussie, if the dealer is "Gospel Piano's in NSW, Australia, they seem to be more in the dark than I am with understandinf the issues and faults that lie within. I love the Audya, have fixed some issues myself, but i notice in AJ's upgrade the issue of timing glitches was addressed and fixed for a price. I think Ketron should release a free upgrade for this obviously a bug, and do it asap please.

Robbo