YAMAHA - POOR SERVICE

We handed in our Yamaha MOXF8 unit by Next Level in Blackheath, Western Cape in March 2020 about 1 week before proclamation of National Lockdown by State President. Eventually we were promised that keyboard would be fixed maximum within about 1 weeks. We have the keyboard for about 2 years and was still in an excellent condition as we only use unit in our house. Problem with unit was it had challenges power supply . Next Level checked out keyboard and confirmed that keyboard was in a brilliant condition. We handed unit in by them with its bag for protection.

Follow-ups were done with Next Level in April and May but was still closed due to lockdown regulations.

Charles at Next Level was giving us good service and always updated us on progress. I then phoned again in June 2020 to find out how far repair work is. I was told that unit needed to be sent to Yamaha in Johannesburg as it needs original parts from Yamaha. Next Level phoned and asked permission to send unit to Yamaha as we didn't have a choice because we are busy with CD recording and needed our keyboard ASAP. Charles sent unit via Courier Services (Courier Guy) to Yamaha and unit was protected with bubble wrap to ensure it does not damage. Dimensions of unit sent to Yamaha Johannesburg was 138x43x22 cm & 8.5kg.

To our surprise I received a call from Next Level in July that they got unit back from Yamaha and that it was damaged as it was only returned in unit's bag - NO BOX, NO BUBBLE WRAP. I was so furious and wanted the whole issue to be solved immediately. I immediately told Charles that we want a brand new unit because we delivered unit in a very good condition. Charles sent Yamaha (Leon Theunissen) an email in June 2020, informing them of the damage.

I assume the unit fell when transporting to Cape Town as it was not protected at all. Cannot see how a professional company would courier a unit without any protection. This is pathetic and unacceptable.

Leon from Yamaha responded and requested Next Level to open unit and identify parts by comparing and they would see what is available and send to them to replace. The "B" key (no 50) and side panel 30 were damaged and stated side panel might not be in stock. Even the top frame was damaged. Me, on the other side required for a new unit as I said our unit will never be the same again because more problems might be identified at a later stage after repair.

Unit was then sent to Yamaha again.

We were told that some of parts need to be ordered from overseas and would be arriving in South Africa within one month. On 1 July Next Level got an email from Yamaha that the casing has been temporarily repaired and that we may use unit while they are waiting for parts shipment. I still mentioned that we would rather want a brand new unit because we would never feel the same about our unit and because of problems that might occur in future. Next Level then offered us a loan unit to keep us happy but it was complete a down grade to what we are used to but we were grateful as they did everything in their power because I was furious.

Next Level Tech received unit back on 6 July 2020. The key that was replaced on unit, was not a new key and very discoloured. I refused to collect unit in that unacceptable condition and once again mentioned Yamaha must give us a new unit but was refused. Yamaha informed Next Level Tech on same day that it will take a few months before parts arrive in SA as it will be sea freight. Once it arrives in Johannesburg, parts will then be shipped to a partner of Yamaha in Cape Town to restore unit.

We currently are still sitting with Next Level's loan unit but only switched it on twice because we are used to our keyboard. Therefore, I want Yamaha to give us a brand new unit. Yamaha is now fighting with Next Level that they didn't bubble wrap the unit. We as clients are now in the middle of the fight and unhappy.

Next Level was the only party that played their role and was very concerned and I'm grateful.

The only way we would be happy and satisfied, is for Yamaha to supply us with a new unit.

I feel they are not client orientated but want us to be satisfied with their poor client service. I will never ever again do business with Yamaha. It's my worse experience with any company in my entire life.

I urge Yamaha to supply us with a brand-new Yamaha MOXF8. If unit has been discontinued, to supply us with unit equivalent with same standard. We will also only accept offer, once we are told as to what we will be supp**** with.

Thanking you in anticipation.