Mini Screen Display Half Broken... DGX-620

Yamaha PSR/PSS & DGX Home Keyboards. If your particular model PSR/PSS/DGX keyboard doesn't have it's own section here is the place to post.

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Facherty
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by Facherty » Fri Oct 22, 2010 6:49 am

My interaction with Yamaha about the DGX-620 could not have been better - the story is above. It was my second use of their tech support - they had also sent me a free driver for a midi module - rapid, friendly and free.

One thing I didn't do was say that the fault was endemic in the product - I just didn't have the data to support that, and I'm not sure it's a good tactic. Apple clearly got tired of people complaining about the iPhone 4 and, as a company, got 'angry' with their customers. The fault was two way: there really is nothing wrong with the iPhone that isn't wrong with all smart phones, and Apple needed to do something other than get angry. A happy compromise was reached - grateful customers, rich Steve Jobs.

In my case with Yamaha, I offered to pay for the fix if the fault was mine, and I offered to trust their engineers to determine fault. From their end, they bore the initial risk (freight charges). I was happy either way - the 'free' part was a nice, but not necessary, part of the story.

HTH
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by Saul » Fri Oct 22, 2010 8:30 am

Good approach I think. Even if this is a design fault you need a fair amount of data in terms of customer complaints to back it up. Yamaha are not known for using cheap components or at least they always used top quality components in the past. This is witnessed by the amount of their old SY's and DX's still out there running just fine.

Having said that. It really doesn't matter what the customer says on the phone. Your approach as a representative of a prestigious company such as Yamaha should always be nothing less than polite, friendly and efficient.

I think Jill was unlucky to get someone who I "hope" was just having a bad day and her next encounter with Yamaha will be much more pleasant. I am sure she will get a resolution to the problem soon.
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by J4Jill » Fri Oct 22, 2010 10:08 am

Thank you Saul and Clyde. I am still tackling the problem, and yes, I did get names. In fact I've got three names now! Yamaha Milton Keynes tech department has been stricken by illness and I have received a very apologetic email from the Service Manager (ill himself and replying to my email from his sick bed!) So, I have wished them all better, given them the info they need and hope to have some good news soon. I'll keep you posted with feedback. Jill
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by Clyde » Fri Oct 22, 2010 12:42 pm

Saul wrote:Having said that. It really doesn't matter what the customer says on the phone. Your approach as a representative of a prestigious company such as Yamaha should always be nothing less than polite, friendly and efficient.
I agree, but that is often not the case at many companies. I had an issue with one of the insurance companies I had a policy with, about 50% of the people I talked to at that company (a very large and well known insurance company) over the course of 14 months while trying to correct a billing problem were at best rude and completely lacked comprehension of the English language (we're talking about a US based company whose service center I talked with was in Illinois). I submitted their own documents back to them which proved that I was being billed in error and still kept being billed and I finally cancelled the policy. There are quite a few companies I have talked to that based on my conversations I would never do business with again and there have been some that have been fantastic at handling issues and resolving problems and made a customer for life because of their dealings with me. And in all of my dealings with Yamaha since 1986, I may have had the odd one or two employees that needed better customer service skills, but the end result of any of the very few times I've needed Yamaha support/parts has been excellent. Over the years I've owned at least thirty pieces of Yamaha gear, I still have 12 in my home studio (85% of my home studio is Yamaha), and I've rarely needed support/parts (though I did need a lot of support when I was new to synths in the mid '80s). Yamaha gets an A+ from me based on my 25 years of dealing with them.
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by Saul » Fri Oct 22, 2010 2:54 pm

I totally agree with you Clyde. My dealings with Yamaha have always been a pleasant experience. The last time was with an effects processor that packed up out of warranty. They told me to bring it in to their service centre in Milton Keynes and they fixed it very quickly and at cost to themselves.

I have also had good service from Roland although I have to say the store where I bought my Fantom X6 from left a lot to be desired. They have since gone out of business and I can't say I am surprised. Roland themselves though were fantastic, always quick to respond and went out of their way to help me.

Korg are a mixed bag. Some of their personnel can be defensive to the point of arrogance but some are superb and will go out of their way to help.

I guess it depends on where you are and who you speak to on the day. On the whole though I would say Yamaha are the best of the bunch as far as customer service goes :)
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by J4Jill » Fri Nov 19, 2010 7:23 pm

Hello Saul and Clyde - amongst others on the forum.

I am delighted to report some positive feedback on my Yamaha DGX-620 Portable Grand. Yamaha Milton Keynes apologised for their clumsy treatment of me (especially throwing me from pillar to post) and sent away to Germany for parts for my dodgy and unpredictable display. It all took quite a while, but today the engineer turned up at my home and replaced all the parts that had anything to do with the display with new ones. I am very happy, and no poorer - as Yamaha did this for me free of charge.

Long may the new display last! And yes, this DID turn out in the end to be a problem with this particular model, according to the engineer.

Thank you Yamaha, and thank you all on the forum for your advice and support. Jill
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by Saul » Fri Nov 19, 2010 7:29 pm

Very happy to hear this news Jill :) Goes to show perseverance pays off in the end. Nice also to hear that Yamaha actually sent someone to your home to do the job and they did it free! That's the Yamaha we all know and love. I hope they keep it up :)
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by Clyde » Sat Nov 20, 2010 12:39 am

Glad you got it fixed, I felt all along that Yamaha would do the right thing!
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by HassledDad » Sat Nov 05, 2011 7:20 pm

We have a very similar problem on my son's DGX-620, but all the screen is illegible. I agree, it's not acceptable to have a failure like this on such a new instrument after three years use. There must have been a bad batch of screens. The fault developed only a couple of weeks ago. I haven't had the time to try and contact Yamaha.
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by Saul » Sat Nov 05, 2011 7:29 pm

Thanks for letting us know about another DGX-620 screen problem. I am pretty sure, once you get in touch with Yamaha they will sort it out for you, hopefully in the same way they did for Jill. Let us know what happens.
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by DBB » Tue Aug 22, 2017 9:13 pm

Dear Yamaha Forum readers,

I'm new here. Since the beginning we have problems with this display. Everybody we told about this problem and who know Yamaha. told us from this known problem. We never got any response. Our children love it to play piano. The problems with the display every year will be more and more worse. Pixels falling out and the kids get angry. Every year when we asked somebody in a musicstore. They told us to send the Yamaha in to repair but it will be expensive for us more than € 150,00 or something that never worked well. We live in the Netherlands. Is there maybe another solution to solve this problem. Hopeful waiting for a solution from the professionals here.
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by Miks » Tue Aug 22, 2017 9:56 pm

My (key related) gear (in alphabetical order):
Ferrofish: B4000+
Kawai: K1 II
Korg: M1 (up'd to EX, w/ 'Cool Blue'), M1REX (w/ 'Cool Blue'), Poly-800
Roland: D-50, D-110, D-550, PG-1000
Yamaha: AW1600, DX7IID (w/ 'Cool Blue'), EX5R, RM50, RX5, SY99 (w/ 'Cool Blue'), TG500, TX-802, YMM2
Sector101: SYEMB05 (5x), SYEMB06 (3x), EXFLM2 (1kit), MCD Sweet16 (1x), WaveBlade 8MB Card (1x) & 1x Programmer Unit for WaveBlade
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fluffhead
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by fluffhead » Sun Sep 03, 2017 6:07 pm

Thanks Miks. Here are two more related links:
https://www.youtube.com/watch?v=WZBqezQAp2M
http://www.yamaha-keyboard-guide.com/ya ... oblem.html

The service manual is here:
http://www.calameo.com/books/0052920706d88d555fe0b
and here:
https://elektrotanya.com/yamaha_dgx-620 ... nload.html
(have to wait a few seconds for the download link to load below the preview image)
Last edited by fluffhead on Sun Sep 03, 2017 7:31 pm, edited 2 times in total.
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Miks
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by Miks » Sun Sep 03, 2017 6:38 pm

Good catch fluffhead - thanks for submitting (Y)
My (key related) gear (in alphabetical order):
Ferrofish: B4000+
Kawai: K1 II
Korg: M1 (up'd to EX, w/ 'Cool Blue'), M1REX (w/ 'Cool Blue'), Poly-800
Roland: D-50, D-110, D-550, PG-1000
Yamaha: AW1600, DX7IID (w/ 'Cool Blue'), EX5R, RM50, RX5, SY99 (w/ 'Cool Blue'), TG500, TX-802, YMM2
Sector101: SYEMB05 (5x), SYEMB06 (3x), EXFLM2 (1kit), MCD Sweet16 (1x), WaveBlade 8MB Card (1x) & 1x Programmer Unit for WaveBlade
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JohnTheRev
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Re: Mini Screen Display Half Broken... DGX-620

Unread post by JohnTheRev » Sun Dec 09, 2018 3:29 am

Can someone help me asap. The screen on my Yamaha DGX 620 Digital Piano has stopped working altogether, and I need to transpose. Can someone please post the steps on how to transpose here so that i can do it without the need to see the screen?
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