ComplaintsforRoland Corporation U.S.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Roland LX-17 digital piano in 2018 from ******* Music in ******, ********. The unit comes with a 10-year manufacturer warranty (with in-home service). In December of 2023 I contacted the dealer about the piano randomly playing notes very loudly and was directed to Roland's website to find an authorized service and repair center. I located the nearest dealer: Music Gear M.D., LLC in ********, ********, who upon description of the issue ordered new contacts for the keybed and scheduled an in-home repair.During the first repair attempt, the technician was careless and inter-changed screws during reassembly resulting in 3 screws protruding through outer finish of the key cover. The technician agreed to return and replace the damaged panel.During the second repair attempt, the technician was again careless and 1 s**** protruded through the outer finish of the replacement panel. In addition, he left several screws untightened and others loose in the piano internals (photos below). I had to retrieve those screws and locate from where they came as well as tighten the others that were left loose. I still have one s**** that I have no idea where it's from.I contacted Roland via their web-portal in late February (after the second repair attempt). I have been unable to get contact information to speak with anyone on the phone so the portal is my only communications mechanism. I've attached the transcript with Roland.My piano is still damaged from the service (needs a replacement key-cover panel). Furthermore, given the loose/missing screws, the unit needs to be re-certified in some way by a competent technician. I am unable to get further responses from Roland.Please help, I'm essentially powerless in this situation. They can just ignore the warranty and damage done during the authorized service.Thank you,-****

  Business response

  06/28/2024

  We have contacted **** and are sending a new service center to complete the repair under full warranty. 

  Customer response

  07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, ASSUMING THEY FOLLOW THROUGH WITH THE REPAIR. 
  

  So far I do not have a POC for the repair company or technician nor an estimated date, only a verbal indication that the damaged part would be ordered.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have two Roland products that are defective. I filed an online request for RMA repair and they have not responded. I have an ongoing issue with the ***14D digital hi-hat and ***1 Trigger Pad that Roland is aware of. I paid approximately $1K for the ***14 product and it hasnt worked properly from the start. I paid over $100 for the ***1 trigger pad and its not working as well. I am very disappointed with Rolands lack of communication and support. I have been a Roland customer since the early 1990s. I need my equipment working properly. Can you please assist me with contacting Roland to resolve these issues? I will greatly appreciate your help.

  Business response

  04/28/2024

  The unit was replaced under warranty on order **********. 4/16/2024

  Customer response

  05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  customer service department does not take phone calls, nor respond to official contact forms on their website.

  Business response

  04/25/2024

  Hello

   

  A replacement unit has been sent to the customer, free of charge.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Have a failed instrument cable, Roland brand, with a lifetime guarantee. I submitted an online request, and the service guy asked me to send a photo of the product packaging and the receipt for its purchase and they would make the replacement. I did that, and got no response. Since then i have emailed back to the guy about 4 times and have not gotten a response. I then filed a new request, and that has been ignored also.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 29, 2020 we purchased a Roland Digital HP702 piano for $2,630.00. It has a 10 year warranty on parts and labor. In November of 2023 the piano began showing a system error and we were not able to get the piano to access all the functions that were previously working. It won't connect to devices via bluetooth to access the functions. We called Roland and were unable to leave a voice mail for a return call about the issue. We tried calling a local Roland service person and he said he would have to get Roland to authorize the repairs. He did not get back with us after 2 weeks so we called him, he said he got the same message when he tried to call Roland. We then emailed Roland and were put in touch with a technician by email who had us do a system update on the piano. We did the update and reset and the problem persisted. We were then told to get ahold of a local service provider to come and repair the piano. We called the 2 local stores that are listed as Roland service providers. One said they did not work on them any longer. We called the other store on the list and the person who answered the phone said she would have her husband call us back, no one ever called. We emailed the person who told us to get the piano serviced and he told us he would find someone to work on the piano. That was January 16, 2024. On January 24, 2024 we emailed again because we have not received any information on someone to fix the piano. There has been no response and it is now January 31, 2024. Our desired outcome is that Roland will stand behind their warranty and have someone repair our piano.

  Business response

  02/26/2024

  Thank you for contacting us on this issue.

  We are currently working with our service department to provide the best possible solution for this issue and apologize for the time this is taking. We hope to have a good solution available shortly.

  Customer response

  02/28/2024

   
  Complaint: 21229057
  
  I am rejecting this response because, although I am sure that Roland corporation is working to resolve the issue, their response is all that I have been hearing from the initial contact nearly two months ago.  Meanwhile, I am still without a fully functioning piano.
  
  Sincerely,
  
  *****************

  Business response

  03/20/2024

    Our Service Manager is in direct contact with Mr. *** and is currently working on finding an in-home repair service technician.  Roland is honoring the warranty.  

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Since Roland has made contact with me, they are going above and beyond expectations in order to honor the warranty.
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My Roland piano accordion, FR4X, was delivered to Roland factory service center, certified by **** on 12/26/23. The address label had the required RA number (S14895760) on the label, and also inside the box, along with my name, address, email address, and phone number. To date, I've heard nothing about the requested repairs, nor about projected costs, as stipulated by Roland. I have been unable to reach anyone at the Bell location via email or telephone, nor has the Roland dealer (***********************, ********, **) been responded to. WHAT IS GOING ON???

  Business response

  02/07/2024

  Thank you for contacting us on this matter.

  We have checked with our service department, and they have informed us that they did contact ****************** on January 19th with an estimate for the repair and he has now approved the estimate. Hopefully this will be completed soon and the instrument will then be returned to the customer.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Roland KC-990 in December of 2022. It started having severe issues in October 2023. I filed a support request and they directed me to a Roland service center. I called the center they had directed me to and informed them Roland had referred me for warranty service. When I arrived to drop the item off, they THEN told me that there was a month wait, but could go to the front of the line for a rush fee. Of course I'm not paying a rush fee, so I left it in their hands and then informed Roland that their authorized center that they had referred me to, that was in effect representing them, was trying to milk me for extra charges. They did not seem concerned in the least how this represented them. Then, after waiting the month, I was informed by the service center that it required a part and that the place they ordered from (they wouldn't tell me, but in my back and forth email with the service ***** they confirmed it was Roland US) had none and it was backordered. Since then, I have waited 2 more months without my VERY expensive Roland amplifier and every time I contact them (every few weeks), they just treat me like garbage and don't seem concerned that selling a piece of equipment with a warranty they can't fulfill in a reasonable amount of time is viewed as wrong by a long term customer. They have no way of being reached by phone. Only through their website, which takes usually a day or two at the least for a response. At this point I just want this fixed and returned so I can sell it as I had to purchase something else since they made me wait MONTHS for it. After years of being a total customer, I do not trust them anymore.

  Business response

  01/30/2024

  Thank you for contacting us on this issue. Our service department has been in contact with the service center and is now working with the customer to issue a replacement amplifier in exchange for the one that is at the service center.

  Roland apologizes for the time frame for repairing this item, and also for the communication issues with the 3rd party service center. We strive to give industry leading service and also expect our contracted service centers to provide great service as well.

  Customer response

  02/17/2024

   
  Complaint: 21091445
  
  I am rejecting this response because:

  I WOULD accept their response if it was a good faith response but they have not yet contacted me or the service center. I have several times since their repsonse and the service center informs me they are simply still waiting for parts and have heard nothing from Roland. I have not received any calls to my knowledge from Roland and they have left no messages. Any attempt to contact Roland staff results in "this voice mailbox is full". Again, I would accept a replacement unit or my unit fully repaired within 2 weeks but they have not contacted me or the service center to date.

  
  Sincerely,
  
  *****************************

  Business response

  02/22/2024

  Thank you, and our apologies for the delay in this. Our service manager has just confirmed that she spoke to ****************** today and that we will be replacing the ***990 amplifier for him. Hopefully this will be acceptable and resolve this issue.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 24, 2023, I purchased the 1st Roland FP-90X keyboard from the ************** The keyboard housing/case had a large gap in the left front and rear. Roland Support, ********************* said this wasn't normal and suggested that I return it for a replacement. I did, and the 2nd FP-90X I received on Sept. 19th had a gap in the left front and rear case/housing also. I contacted Roland again and submitted photo's and was told by Roland Support, ***************************, that the technician said that the gap on the left side of the Roland FP-90X was NOT AN UNCOMMON ISSUE. He said that the issue can be resolved by loosening the screws along the left side along the bottom, push the case toward the keys and retighten to get rid of the gap. I responded to ******, and informed him of the response from *********************, and noted that there seems to be a manufacturing problem. In addition, I asked ***************************, was he suggesting that I perform these corrections to a supposedly brand new keyboard that's under warranty, which would more than likely void my warranty? I said that I'd wasted time and money returning the 1st keyboard, only to be told by a different representative that this problem is common with this $2,199.99 keyboard! I sent *************************** a response on September 26th, No Response, on September 29th, No Response, and on October 3rd, I sent my final email expressing my disappointment with their blatant disdain for me as a customer. by completely ignoring my questions and requests for a reply. I stated that I will express my concerns with Roland's lack of customer service and support through ************ and/or the Better Business Bureau. Still, no response. If this is the type customer service consumers are to expect from Roland, we would be better off purchasing from ******* Kawai, Casio, Korg, and other competitors. I am completely shocked at the lack of customer service skills exemplified by ******************** associates via email at such a reputable company.

  Business response

  10/18/2023

  Thank you for contacting us about this issue. Our service department has reached out to ****************** and has informed us that he is going to keep the piano after they have verified that the warrant is in full effect.

   

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just want to buy a wire harness for my td27 with 5 quarter inch jacks. The same one that came with my vad 507 drum kit. Went to my local dealer that cant make it happen. Went to Kraft music that I bought the $5000 drum kit from and they cant make it happen. I cant seem to talk to a human at Roland after buying a td 50 complete kit a vad507 kit and an extra td27 brain.

  Business response

  10/02/2023

  Thank you for contacting us regarding this issue. We have asked our parts team to reach out to ************** and they confirmed they spoke to him today (Monday 10/2/23), confirmed the cable that he was looking for, and are entering an order for him now. This should ship out immediately since they have confirmed that we have this part in stock and ready to ship.

   

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Roland Cloud has lied and frauded me on a promotion that was promised to me years ago and available on my cloud subsciption account. I was suppose to get over 4 Roland Cloud instruments to keep but Roland mysteriously has taken it away despite it 100% being on my account at one point. ******************** support continutes to gaslight me into thinking that the pormotion NEVER EXISTED despite having evidence that it was on my account and paying for over 5 years of service every month. Thats thousands of dollars. I would have contunued to pay and yet they have destroyed my trust. I own multiple hardware synths and effects from Roland including a JUNO-106 and Space echo units, but its clear this is no longer that same company I know and trust.Also I must mention ***************************** the failed guitarist/musician and failed stand-up comedian "success manager" ******************* have been nothing but gaslighters and have not seeked to correct the issue, instead they have disgustingly decided to upsell me on a yearly subsciption to get what was already promised to me, despite the fact that my monthy subscription actually brings Roland More money ironically.In conclusion, don't trust any promotions and most definitely don't get a subsciption service to plugins. Stay away. Thanks.

  Business response

  08/30/2023

  Thank you for the information on this issue.

  We have checked with our Roland Cloud support team, and they have confirmed that they are currently in contact with ******************** and hope to have a resolution to this issue soon.

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