Nord Piano 4 Faulty from new

[motonekorg]

Very excited to receive my Nord Piano 4 only last week, I've updated the system to 2.62 and only played it for about an hour. Just to notice this morning that Eb6 key is not functioning at all.
Tried a re-boot, tried different programs to no avail. It's dead on arrival. I've logged the issue with Nord support and contacted my supplier to organise a warranty claim for repair.
Has anybody had similar issue on a new unit ? or had to make a warranty claim with Nord ? The nearest Nord repairer is 180km from where I live, so I guess I'll have to make the drive once I know what they plan to do ? Not happy !

[MescaL636]

Sounds like a dirty contact issue, I had this brand new on my Electro 5 as well, and had to perform the procedure a few times on my Electro 2 and 3. It looks like this applies to the HP and HA keybeds as well - A guide to perform this on a Piano 2 is below, with links to other threads.

nord-piano-grand-forum-f10/fixing-dead- ... t9756.html

Sounds like you just got unlucky unfortunately. You could perform this procedure yourself if you were confident, but might be better just to get it fixed under warranty if not.

[cphollis]

A dead key on a new board -- from any supplier -- would definitely put me in a foul mood. The dirty / obstructed contact problem is the most likely suspect. Even giving it a good hard shake or slap might dislodge the offender.

There was one guy in the UK who was extremely unlucky -- he kept receiving damaged boards, sent them back and got -- more damaged boards. The suspect there was unusually rough handling by the shipper.

[motonekorg]

Since your NP4 was defective out of the box, have you asked your supplier if they would ship you a new replacement at no cost? The terms and conditions of sale might be different in your country, but it seems fair and reasonable that the supplier should work with Clavia to take the lion’s share of the cost and inconvenience.

EDIT: To directly respond to your question - I didn't have a similar issue with the keybed, but with my NS3-88 I had a pitch stick that failed within the first 30 days, and my NS3C arrived with a bend in the chassis in front of the keys. In both instances, my dealer sent a return shipping tag and sent a brand new replacement at no cost as soon as I dropped off the original unit at the shipper.

[motonekorg]

Update - Wriggled the Eb6 key around last night and DA DAAAA! it's sounding again, BUT it has and audible click sound and seems the velocity response feels like something is still not right. I've been advised that an authorised repairer will check the issue under warranty. I doubt that they would replace the whole unit unit. I think this issue probably is the result of rough handling in the shipping process, though if you were using the NP4 on a tour it would be subject to some knocks and bumps also. I'll keep you posted on the outcome. Thanks everyone for your input.

[motonekorg]

Warranty Update : The store has arranged for pick up, repair and return freight at their expense with the Australian Nord distributor Authorised Repair Centre - 190 kms for here.
Moral to this story : Never discard the original packaging !!!

[motonekorg]

Happy to report my NP4 is back in the studio after it's little road trip to the repair centre. I was informed that the keybed has been replaced, and the suspected faulty Eb6 was most likely dead when it left the factory. It's a long way from Sweden to Australia, the fault may have developed in transit, who knows. Now let's get back to business. Thanks everyone for your input.

[motonekorg]

Fine! Thanks for keeping us informed. Good luck and have fun. Cheers from Germany