greenfingers Posted March 20, 2021 Share Posted March 20, 2021 Hello folks, Brand new to the forum with a problem. GP510 is only a few weeks old, been enjoying the beautiful sounds until tonight. Recorded couple of minutes of playing, enjoyed the playback from a distant, browsed the song on youtube (learning) and piano is dead when I hit any keys. Turned of and on a few times and consistently only see lit up screen, no screen display, no sound when pressing any keys. Any suggestions other than calling the store for support. TIA Quote Link to comment Share on other sites More sharing options...
greenfingers Posted March 20, 2021 Author Share Posted March 20, 2021 Vid attached. 20210319_213658.mp4 1 Quote Link to comment Share on other sites More sharing options...
Brad Saucier Posted March 20, 2021 Share Posted March 20, 2021 If any USB devices are connected, remove those and try it. If that does not solve it, the best option is to contact Casio for tech support. The grand hybrid series is covered by a 5 year warranty with in home service. Quote Link to comment Share on other sites More sharing options...
greenfingers Posted March 20, 2021 Author Share Posted March 20, 2021 Hey Brad, No USB attached. The last known function was recorded playing and then play back, 10 minutes later Kaput. I have called the store, they'll contact Casio rep on monday for in-home service....time to revive the stepchild PX-750 from the garage for practice 1 Quote Link to comment Share on other sites More sharing options...
greenfingers Posted March 24, 2021 Author Share Posted March 24, 2021 Afternoon folks, Update – Monday, Regional Sales Manager called me for more details Tuesday, I received call and text from both RSM and store manager to schedule swapping out for brand new GP-510 unit Wednesday, unit was delivered and setup by store technician…..and beautiful Casio hybrid sounds were floating around the house once again. I just want to say “Wow!” That is world class service Casio provided their customer, and I couldn’t be happier with this level of service. This was plan B btw. Plan A was to send a technician to assess, schedule a second service call with new parts for replacement. Both store manager and RSM felt this would take too long to resolve, interrupts customer’s work schedules to entertain a number of service calls and awaits for next steps etc….. They went with plan B! Thank you, CASIO!!! 3 Quote Link to comment Share on other sites More sharing options...
Brad Saucier Posted March 24, 2021 Share Posted March 24, 2021 Awesome! Quote Link to comment Share on other sites More sharing options...
Bohemian Posted March 25, 2021 Share Posted March 25, 2021 I emailed a request for assistance on the bobbling hammers issue to cms@casio.com on 12-21-20 and was provided a request number (335077) stating it "has been received and is being reviewed by our support staff." It has been more than 3 months since that original request for assistance, and the matter has not yet been resolved, although there has been intermittent communication from Casio and that "parts are on backorder, requiring a delay of 2-3 weeks." It's good your issue was resolved quickly. Quote Link to comment Share on other sites More sharing options...
Mike Martin Posted March 25, 2021 Share Posted March 25, 2021 10 minutes ago, Bohemian said: I emailed a request for assistance on the bobbling hammers issue to cms@casio.com on 12-21-20 and was provided a request number (335077) stating it "has been received and is being reviewed by our support staff." It has been more than 3 months since that original request for assistance, and the matter has not yet been resolved, although there has been intermittent communication from Casio and that "parts are on backorder, requiring a delay of 2-3 weeks." It's good your issue was resolved quickly. His issue was resolved quickly because he was able to get it swapped from a local dealer where he purchased it. As we've discussed, you purchased yours from a dealer that shipped the unit out of state, violating our policies. Getting parts from overseas when all shipping lines are backed up and coordinating in-home service during Covid hasn't been easy, so we appreciate your patience. 2 Quote Link to comment Share on other sites More sharing options...
Bohemian Posted March 25, 2021 Share Posted March 25, 2021 I get it. However, I couldn't find any dealer or was aware of any dealer in my state selling the Grand Hybrids at the time, and that includes two major cities: St. Louis (my home town) and Kansas City. I don't think you can fault the buyer for doing what he or she can to purchase the instrument when there's no local dealer in the state that the buyer is aware of to accommodate the buyer. Neither can you expect the buyer to be aware that the seller was violating Casio policy. I certainly wasn't aware. Quote Link to comment Share on other sites More sharing options...
Brad Saucier Posted March 25, 2021 Share Posted March 25, 2021 Mike is on the case, so you can be assured it will be taken care of as soon as possible, I promise. He offers a good explanation for why things are taking longer. I sense frustration in not being able to help more quickly, rather than any blame. Unfortunately covid has really screwed up supply lines. Everyone is doing the best they can given the situation. I spent last week building a new computer, but can't get a new graphics card for it because supplies are stretched thin. Here is an article I recently read on the shipping issues. I thought everything was gonna be fine once we could find toilet paper again. Boy was I wrong. 🥴 Quote Link to comment Share on other sites More sharing options...
Joe Muscara Posted March 26, 2021 Share Posted March 26, 2021 You can find toilet paper? You lucky dog. 1 Quote Link to comment Share on other sites More sharing options...
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