XW-P1 Going Back...Defective

[MAXWP1Guy]

When I first started playing it I had the feeling something wasn't exactly right with this keyboard and even though I learned a lot about the solo syntheizer, I really didn't trust the sounds I was getting.  Nothing sounds as good as *any* of the videos I've watched.  And today the machine has started malfunctioning to the point that altering the choice of instrument through the (+/-) and rotary voice selector knob doesn't change anything.  You go from Classic Piano to Rock Piano and they sound exactly the same, and both sound wrong. 

Yes, I have tried resetting the keyboard.  It works correctly for about 30 seconds and then the sound just starts to fall apart.

I'm very disappointed.

Who do I send this thing back to, Casio?  I registered the product the day I unboxed it.  In fact, thinking back on the boxing process it looked like the packing tape had been re-applied.  I think I got a "refurb" that nobody really tested properly.  

Does Casio take care of supplying me with a new one or do I go back to the store I bought it from?

Thanks for your help.  I'm really steamed.

[Null]

Depends on how long you've had it, and whether or not the store you bought it from has any sort of extended warranty.

 

Usually the rule of thumb is between two weeks and thirty days after purchase you can still take it back to the store.

 

After that it becomes Casio USA's problem and you'll have to visit the support website and file for an RMA (Return Merchandise Authorization)

 

At that point you'll have to follow Casio's instructions, eat the shipping out of your own pocket and courier the keyboard to Casio for repair.

 

Chances are they won't replace it with a new one but rather opt to repair it and ship it back to you at their cost.

 

First step is to phone your dealer and check if they offered any sort of warranty, but after that you'll have to contact Casio USA.

 

Gary

[Display Name]

Hi Max. Sorry for the problems you are having with your XW-P1. You didn't say how long ago you purchased it, but my first action would be to call the retailer you bought it from and explain to them what you wrote here. It sounds like it may have been defective out-of-the-box, so even it has been longer than the normal return time they may we willing to do an exchange for you.

If they say you need to contact Casio, here is the repair hotline:
For Repair support in USA at 1-800-706-2534 during regular business hours
(currently Monday-Friday 9:00a.m. - 5:00pm EST, Saturday / Sunday 10:00 a.m. - 8:00 p.m.)

or use the online form at: https://www.casio.com/support/contactus/feedback/

I see a service center in your state, so if you need to send it in it shouldn't be too bad.   
Let me know if you need any more help!

 

[MAXWP1Guy]

I think I'm going to start with the retailer and see what they will do.  They claim to have a 30 day no questions asked policy and I'm well inside that right now.  

Here's another data point:  

I decided not to give up easily, I tried a "Fonzie" on the machine.  First I did the full reset.  Then I turned the machine off and disconnected it, removed the batteries and all the connections.  Then I lifted it off the stand and SHOOK IT a couple of times, fairly aggressively but not American Tourister Gorilla (whew, I'm dating myself), right side up, upside down and side to side.  I put it back on the stand but instead of connecting headphones (I've been playing it through headphones) I went and got one of my old Pioneer amplifiers out of the vast storage area that is my attic and ran new 1/4" cables from the line out jacks into the amp.  I hooked up a pair of old speakers, turned the Casio back on and BLAMMO.  Amazing sound.  Complete, fat, full bass where it is supposed to be, when it is supposed to be.  And the instruments are sounding like they sound in the video(s).  

I think I have something loose on the back panel connections, perhaps in the headphone jack itself.   I've never taken one of these apart but maybe it's a bad cable connection or something like that internally.  I'm going to run it for a few more days and see if the Fonz has ever done me any favors.  

I've never seen anything like this.  I REALLY like this synthesizer and when it's working right, the sounds are just unbelievable.  I hope this has done the trick.  Maybe I'll take it to the workbench and go inside.  I'd really rather not do that though.  If it burps again, I'll send it back.  

[Null]

If the dealer's 30 day no quibble guarantee is still available don't even bother trying to repair it yourself.  You'll just void any future hope of warranty service instead.

 

Take it back to the retailer and if he's like most retailers he'll gladly exchange it for a brand new boxed unit.  That's just the way dealers operate.  He wouldn't bother shipping it back for repair once it becomes Casio's problem, but I'd take it back and simply demand a swap for a new, fully working unit.

 

Gary

[Display Name]

I think I'm going to start with the retailer and see what they will do.  They claim to have a 30 day no questions asked policy and I'm well inside that right now.  

.............................................

I think I have something loose on the back panel connections, perhaps in the headphone jack itself.   I've never taken one of these apart but maybe it's a bad cable connection or something like that internally.  I'm going to run it for a few more days and see if the Fonz has ever done me any favors.  

I've never seen anything like this.  I REALLY like this synthesizer and when it's working right, the sounds are just unbelievable.  I hope this has done the trick.  Maybe I'll take it to the workbench and go inside.  I'd really rather not do that though.  If it burps again, I'll send it back.  

If you are well within that 30 days you are better off just exchanging it in now. There is obviously something going on. I think you assessed it correctly with just something loose, but it would be shame if it were something bigger and you lost out on an easy exchange. 

Even it if it doesn't burp I would exchange it for a new one. And DO NOT OPEN IT UP! Just walk away and send it in. LOLOLOLOLOLOLOLOL

Good luck - let us know what happens.

ps Call your retailer now and send it in. 

LOLOLOLOLOLOLOL

 

[MAXWP1Guy]

>>> Even it if it doesn't burp I would exchange it for a new one. And DO NOT OPEN IT UP! Just walk away and send it in. LOLOLOLOLOLOLOLOL

Yeah I had to laugh too when "The Fonz Move" got results, but I kept thinking of all the times (at least a half dozen) where I've gotten a PC that wouldn't even get through power on self-test to work again by re-seating the memory or even just jostling a cable that had worked its way loose enough to cause problems.  I figured:  it really can't get much worse, maybe it will get better.  I didn't drop it or anything.  I didn't shake it any harder than it would be by Lady Gaga's guys, that's for sure.  

Even though it appears to be working correctly now, I'm going to take everyone's advice, wrap it all back up (I saved all the packing materials) and get another one.  I can be patient but I'll definitely miss it in the interim - I was just really starting have fun with it.

 

 

[Display Name]

Absence makes the heart grow fonder. 

[MAXWP1Guy]

Update:  UPS Tracking is showing that my replacement XW-P1 should arrive next Tuesday, but possibly Monday.  I'm missing it and I'm really eager to have it back.  

[waveformer]

I decided not to give up easily, I tried a "Fonzie" on the machine.   

 

Hahaha!  I'm picturing The Fonz walking up to the jukebox and giving it a gentle rap of his fist to play his song of choice.    Man, we're really a couple of old dudes I guess....  

[MAXWP1Guy]

BACK!  I have received my replacement XW-P1 (actually I got it two days ago) and here's the news:

 

All the sins of the previous unit are forgiven - this one is PERFECT.  It looks perfect, it sounds right, and - most importantly - the BOX it came in was sealed properly when it arrived.  It didn't look slipshod and retaped, like the first one did, as though it had been somehow repackaged.  The first thing I did was to check the firmware version.  1.11.  It goes to 11.    My previous one was 1.10.  I don't think that had anything to do with the problems I saw, but I was glad to see this replacement arrive with the latest firmware.

 

I am on a cloud right now.  After I verified the basic functionality (bouncing in my chair!) the next thing I did with it was to download the set of patches from http://www.muzykuj.com/brzmienia/autorskie-brzmienia.html

It's not a huge collection, but they're pretty amazing.  His pianos are bright and warm, and the pads he has are really unique.  I really like them.  Try them if you haven't.  The pads by themselves sound like incredible background sound atmosphere.  Really cool.

More later as I get back into the groove -- I just wanted to let everyone know how much I appreciate their (sane) advice here not to try to open the thing up and go be-bopping around inside it.  I would have done a better than average job, probably, I've got some skills in that department, but I'm glad I didn't nevertheless.  Send it back and get a replacement, don't void your warranty.

So I'm excited all over again, very pleased to have this keyboard back, and now I rejoin the adventure in the foyer of the castle.  There are lots of rooms yet to be explored.  

[Addendum:  I can gather that what some people are not going to like about the link above is that it's a .ZAL file, which replaces everything.  I loaded this set of stuff first.]

[Null]

Congrats on getting your XW back in such pristine condition.

 

I've downloaded the Muzykuj file before but have refrained from installing it because of the ZAL thing.

 

Then again there are literally hundreds of GREAT patches available here on the forums for easy download and installation with the Casio Editor Software.

 

Gary

[MAXWP1Guy]

Hahaha!  I'm picturing The Fonz walking up to the jukebox and giving it a gentle rap of his fist to play his song of choice.    Man, we're really a couple of old dudes I guess....  

Heeeeeeeeeyyyyyyyyyyyyyyyyyyy.  Correctamundo!  But you're never really old if you're learning new things while rediscovering old ones, and music is ageless:  nobody should care about the chronological age of the musician or the instrument, as long as interesting sounds and music are being made.  

There were several models of Seeburg jukeboxes (and props that looked like no real model of jukebox, at least to me) used in the production of Happy Days over the years.  The "Arthur Fonzarelli Method of Repair and Fine Adjustment" wasn't just limited to them, though.  His technique worked on everything from hood ornaments to stuck windows, soda machines and everything else in between, apparently.  And it's not really *that* far-fetched, because sometimes a marginal ground or cable connection *will* work again if you just tap on it a little/move it around.

[waveformer]

Lol.  Man, that clip brought back memories!    Glad your new XW is working out. 

[Anubhav_pianist]

Congrats on getting your XW back in such pristine condition.

 

I've downloaded the Muzykuj file before but have refrained from installing it because of the ZAL thing.

 

Then again there are literally hundreds of GREAT patches available here on the forums for easy download and installation with the Casio Editor Software.

 

Gary

Hey guys ... I've downloaded some the Packages too and about the .ZAL  format , I was refraining too but , actually these are Package file so if you import that file then it wopuld overwrite the pre Existing file on your Synth and then you have to again load the extra Patches you've loaded earlier !!!!