Good post and for the most part accurate. But, I do have personal experience with Ketron as a company and here in the US support is Non-existant. AJ does his best but is not able to do what is really needed. I have a simple SD2 unit which burned up after installing a Ketron recommended updated and finally gave up trying to get it replaced after a year of calling, leaving voice mails, sending emails and not even a return call, or email from the US distributor. Does anyone think I would sink $4000.00 into product from a company like that??? This has NOTHING to do with how good, or not, it sounds or plays, or any other musical part - pure business!!
Its hard for me to defend that kind of treatment - and I am sorry. It is the responsibility of each distributor to take care of their customers (although sometimes problems occur when people buy outside of their country), but in your case I would have telephoned the factory, if only to lodge a complaint. Although they are in Italy the office staff speak excellent English.
If you still have the unit I would give them a call. I don't have the number on me, but I think its on the ketron.it website. Don't email though as it will automatically get directed back to your distributor.