Replacing faulty Yamaha disks

[wally]

I know there's been a fair amount of discussion about how to backup Yamaha's software disks. The disks are copy protected in a way that makes them very difficult to copy. Most copy procedures won't work.

I've discussed this with Yamaha and their position is that you need not create a backup. Yamaha told me they will replace at no charge to the "authorized user" any malfunctioning disk that Yamaha makes. Therefore, if you are the legitimate owner of the software, you can have your disk replaced at no charge if it malfunctions. Call Yamaha's Customer Support to get it replaced.

[n24005]

Well, I found it is not quite this easy...

Our dog literally ate one of our CueTime disks. It is damaged enough that I could not simply put the actual floppy in another case, but the label is mostly intact.

I contacted Yamaha and they told me that since they do not have a record of me purchasing it, that they can not replace it. Well, they don't have a record of me purchasing it because I bought it at a music store...

I sent them a disgruntled reply and have not heard back. Geesh, a software company would replace a damaged disk as long as the label is OK...

So, does anyone have a backup copy of Medley Magic 2??

Thanks,
Jeff

[wally]

Please keep me posted on how this turns out. If your disk is not replaced, I want to take it up with Yamaha myself.

[n24005]

Here is their final reply... I doubt very much that the store I bought it from will have spare disks though....

Wally, did you perhaps talk to a different organization within Yamaha?? Maybe this is just the storefront organization...

Jeff


Dear Jeff,
We apologize but unfortunately we are unable to replace something that was not bought from our site. You might try contacting the music store where your wife bought them and maybe they can help.


Kind Regards,
Yamahamusicsoft.com

[BrianC]

I would say you definitely do not want to go to YamahaMusicSoft.com, as they are merely an online store. They are not Yamaha customer service. They ought to have directed you to corporate customer service though instead of merely saying "sorry".

If you go to yamaha.com, links to customer service are within a couple clicks of selecting your country.

Brian

[n24005]

Well, it took a few tries...

The Musicsoft people said they couldn't help.

So then I emailed the Yamaha customer support people and they directed me to "Music Dispatch".

Music Dispatch said they would be happy to sell me a new copy of the music along with the floppy..

So, I called Piano Services at Yamaha. At first, the pleasant woman at the other end suggested that I call Hal Leonard. But it seems they are just another distributor. She finally asked someone else and was told that yes, they could replace it!!

So, now I am sending the floppy back to Yamaha and keeping my fingers crossed!

Cheers,
Jeff

[wally]

Right. MusicSoft, I believe, is Hal Leonard. You will have to call Yamaha Tech Support at 1-800-854-1569 and follow the prompts to Clavinova support. I believe they will replace your disk.

Please let me know if they won't.

[n24005]

Hi,

Once I got to the right people, Yamaha did, very quickly, replace the disk. All I had to do was to send them the damaged one.

I have suggested that they include something in the support FAQ on the Yamaha web pages to direct folks to the right people.

Thanks Tony, Cathy and whomever else in Yamaha for the very quick turnaround!!

Cheers,
Jeff

[wally]

I'm delighted to hear it! Thanks for the update.