Arturia Forums

Hardware Instruments => MiniBrute => General discussion on MiniBrute => Topic started by: Frederic Brun on December 18, 2013, 06:41:56 pm

Title: KEYBED - BROKEN KEYS
Post by: Frederic Brun on December 18, 2013, 06:41:56 pm
Dear MiniBrute users,



We are receiving a growing number of complains related to the MiniBrute keybed and we have decided to tackle this problem.

In the early days of this production we already encountered a problem related to the MiniBrute keybed. The Metal plates, which are glued to the underside of the keys were prone to falling off. This situation was addressed quite quickly at the factory and we were able to repair or exchange faulty units already on the market.

Recently a new problem has appeared. The keys themselves seem to be more fragile and can sometime break. We have ran specific tests on the latest production batch and have, indeed, found that a large number of keybeds are not passing the tests successfully.

We suspect different potential causes. One could be due to the quality of the plastic that we use (a switch to recycled plastic by our supplier, for example), another could be related to clogging of the mold, etc.

At this point we are still investigating the root cause and evaluating our options. We will determine a cause of action and communicat updates about this situation soon. But you should already know that 1/ we have switched to a new supplier for the keybed and from now on, every MiniBrute unit will be shipping with a keybed of higher quality. We are also improving the test procedure at the factory on the keybed parts. 2/ As a customer, you should be assured that we will, with the help of our distributors, replace or repair MiniBrute units with broken keys.

We apologize for this problem. The truth also is that the defective rate of MiniBrute units is still bellow 1,5%. This includes every problem on every machine shipped since the launch of this product. But certainly we don't want this rate to grow and we are committed to maintaining quality. We also understand the frustration of a musician who bought a MiniBrute and ends up with a broken key. Again we are sorry and will address this issue.



Frederic Brun
(founder and ceo)
Title: Re: KEYBED - BROKEN KEYS
Post by: svmcwd on January 06, 2014, 04:17:25 am
Good news! and bad for me since i have been probably too early - will it be possible to send a previously built Minibrute in just for an exchange to be sure to have the better quality, also if nothing is broken yet? If so that would be awesome, just to avoid trouble! ;)

Also, is irregular response of the aftertouch and the velocity part of the fix?

Cheers
Title: Re: KEYBED - BROKEN KEYS
Post by: Shot on January 08, 2014, 10:05:10 pm
Thank you for acknowledging this problem mr. Brun!

What would be the procedure for those of us who have a faulty keybed?
Will there be an email address where we should contact you to photo-document our broken keybed, or posting on this forum is sufficient?
Will you replace entire unit or just send a new keyboard part?
(I don't have a problem with replacing keyboard by myself, but others are not so skillful with screwdriver I guess)

:)

Luka Tralić
Zagreb, Croatia
Title: Re: KEYBED - BROKEN KEYS
Post by: bruitator on January 09, 2014, 01:10:36 pm
Mr Brun,

Do you have the serial numbers of the units affected by this problem ?
I bought mine in January 2013 serial 9310.
Title: Re: KEYBED - BROKEN KEYS
Post by: stuey on January 10, 2014, 01:18:09 pm
Hello Mr Brun,

Do we have an official statement that the problem has now been resolved and that new units are being shipped. And if not, when this is likely to happen. I have had two units in a row with this problem and I need to have my mind put at ease if I am to try to purchase a 3rd unit.

Please advise

Many thanks
Title: Re: KEYBED - BROKEN KEYS
Post by: Sunil on January 11, 2014, 04:35:11 am
I'd just like to know how to fix this issue and get on with my projects. I bought this specifically for the form factor and to double as a midi keyboard. Returning is not an option right now.
Someone please advise

Thanks
Title: Re: KEYBED - BROKEN KEYS
Post by: stefk on January 17, 2014, 12:04:09 pm
I have just purchased one today, opened the box and found the C-key to be broken/lifted, and scoured the forums and comments her on the web site, and feel VERY
disappointed and flat and let down by Arturia. I have read that they have acknowledged that there was an issue. I have read that they are looking to remedy the issue. I have not read (yet) anywhere in the thread to what the procedure is to get these  broken models resolved? damn!! I hope there was no 'recycle plastic' used on the other portions of the keyboard, the pots, etc

 >:(
Title: Re: KEYBED - BROKEN KEYS
Post by: BillCosby on January 31, 2014, 01:04:18 pm
I have just purchased one today, opened the box and found the C-key to be broken/lifted, and scoured the forums and comments her on the web site, and feel VERY
disappointed and flat and let down by Arturia. I have read that they have acknowledged that there was an issue. I have read that they are looking to remedy the issue. I have not read (yet) anywhere in the thread to what the procedure is to get these  broken models resolved? damn!! I hope there was no 'recycle plastic' used on the other portions of the keyboard, the pots, etc

 >:(

I feel your pain. I bought one of these from a seller on eBay. It came with the C key broken and the piece of plastic stuck underneath and unplayable. I sent it back and he sent a new one. This had the same problem...with two additional keys lifted! Ack. So, I decided to buy it from a store. It cost a bit more, but at least I would have the satisfaction. Anyway, ordered it from Guitar Center, picked it up, opened it, and BLAMMO three lifted keys! Frustrating. I just brought it home to play with anyway, 'cause I figure going 3 for 3 isn't a fluke. As long as they keys work, I can still get stuff done. It sucks, though, as I spent $500 for a new keyboard and it looks like crap. I'm glad I Googled this issue this morning. I'll definitely be following this thread to see how I can get this problem solved.
Title: Re: KEYBED - BROKEN KEYS
Post by: stuey on January 31, 2014, 01:50:23 pm
Thank you for this update Frederic

Does this then mean that you will be sending affected customers a replacement keyboard? By admission, although some customers may not have this issue now, they may experience the issue later down the line.

Personally, I went through 3 units to get a good mini brute. In fact, I'm now using a Doepfer PSU as I cannot rely on the PSU shipped with the unit (Cheaper Chinese PSU)

Frederic , I'm sure a free Beatstep shipped to all people affected with these issues would appease the situation. After all, we love using your products, but when it gets in the way of our productivity it's not worth the hassle.

Best
Stuart   
Title: Re: KEYBED - BROKEN KEYS
Post by: inkuplex on February 05, 2014, 05:40:17 am
Frederic , I'm sure a free Beatstep shipped to all people affected with these issues would appease the situation. After all, we love using your products, but when it gets in the way of our productivity it's not worth the hassle.

LOL ::)
Title: Re: KEYBED - BROKEN KEYS
Post by: stuey on February 05, 2014, 09:52:38 am
Fair enough, right?
Title: Re: KEYBED - BROKEN KEYS
Post by: Varthdader on February 24, 2014, 05:45:44 pm
I will post my question here in the hopes I get an answer: do we have a date to ship replacement keybeds?
Title: Re: KEYBED - BROKEN KEYS
Post by: Revmex on February 26, 2014, 09:03:18 am
I'll be honest about something. I recently purchased a minibrute as an "as is" product so I won't try to be slick on warranty. This was a customer return due to broken key issue. I am more that happy to pay for the broken pieces replacement, I just hope they're reasonably priced. Who can I email to order? I didn't want to open a ticket because I'm thinking that registering a product gives the impression that it is new.
Any sales email or contact is appreciated. I look forward to enjoying my minibrute.

updated to add: This is the black keybed part. There are 5 that are broken. One was initially then 4 more broke. They seem to latch to a metal plate under the piano and insert into a piano key preventing it from sticking upwards.

-Rev
Title: Re: KEYBED - BROKEN KEYS
Post by: dyears on March 07, 2014, 05:00:30 am
I'm new to using synths and picked up a Minibrute from Craigslist a few months ago, I've been loving it so far, I'm really happy with it.
Recently the middle C key bumper broke and the key would stay raised about a half inch.
First, I fished the broken plastic bit out from under the key with tweezers.
Removing the keybed was surprisingly easy, simply remove the the larger screws from the back plate.
I removed the key (via the spring and lifting very gently, don't force it) and simply superglued the plastic bit back on, so far so good.
I realize not everyone is going to do this and I wouldn't suggest doing it if your Minibrute is under warranty, but it really was quite easy.
Title: Re: KEYBED - BROKEN KEYS
Post by: BillCosby on March 07, 2014, 01:02:21 pm

I realize not everyone is going to do this and I wouldn't suggest doing it if your Minibrute is under warranty, but it really was quite easy.

I'm very glad that it is easy, as I may have to fix mine because I don't think the new keybeds will ever ship. However, the bigger issue is buying NEW units that come broken. Dropping $500 on something that isn't in mint condition is a terrible thing and shouldn't be addressed with "We are sorry. Open up the machine and glue them," as seems to be the company's stance.
Title: Re: KEYBED - BROKEN KEYS
Post by: Bruno@arturia on March 10, 2014, 10:09:31 am
We just received the replacement keybeds. According to tech support, if you have an open ticket,  it should be sent by the end of the week.
 
Title: Re: KEYBED - BROKEN KEYS
Post by: mcx on March 10, 2014, 11:12:15 pm
its nice that they are saying that new units wont have defect,
 where do i get one of these from ?
 as my local stores have minibrutes but how long have they been there! so i guess if i get one from a local store, its russain roulette as weather it will be broken or not
im suprised they havent recalled them to take them out of circulation. i guess ill see if i can purchase one direct from arturia site i really like the minibrute but if i got a defective one i would want an instant refund and then be forced to buy the inferior basstation.
its really sad to hear all these problems with minibrutes
Title: Re: KEYBED - BROKEN KEYS
Post by: Varthdader on March 12, 2014, 07:26:35 pm
Mine is Case 141499, hope to have confirmation of shipping soon then!
Title: Re: KEYBED - BROKEN KEYS
Post by: Dav1d on March 13, 2014, 01:47:54 pm
Finally, this is an official announcement.

"We are of course aware of the issue that affected some Minibrute units in two specific production batches from 2013.
We did investigate and found the cause of the issue. (At a certain points during the production of the keybed parts, the injection of plastic into the mold was not done at constant temperature. This created a weakness in some keys.)
This concerns in fact a limited number of products even if people having issues are naturally more vocal -and have all the rights to be. Less than 4% of the keyboards within these two batches were affected. Still Arturia did replace all keybeds in their entire stock and so did their distributors as well. We are aware that some units have reached end-users this is why we extended the guarantee to three years on the MiniBrute keybeds. Of course we have put more quality controls on the production following this problem.
In any case the Special Edition comes with keybeds that have been tested right. So you should not be scared.
As a conclusion we understand the frustration of customers who trusted us and got issues with the MiniBrute. We have replaced faulty units as quickly as we could, along with our distribution partners and we will keep on doing so when needed. But it should not affect the value of a good product that is reliable and used by many musicians now."

We just received a shipment of containers in regard of the Keybeds issues.
Depending on the warranty period, we can send the new Keybeds directly from you or from our distributors:
==> [Url] http://www.arturia.com/evolution/en/buy/distributors.html [/ url]

If you have not received a reply or you're out area, please write an email to the following address:
US: us_support@arturia.com
rest of the World: distributors.support@arturia.com

We need this specific information:
1/ A picture showing the issue
2/ Your address and phone number
3/ For the warranty, a proof of purchase of the product.

Please note that we will do our best to provide you with keyboards in Timely Manner.
 :)
Title: Re: KEYBED - BROKEN KEYS
Post by: Frederic Brun on March 19, 2014, 07:31:09 pm
Hello everyone,


Here comes additional clarification on the MiniBrute keybed issue.

First, the cause of the problem was confirmed: The injection of plastic into the mold was not consistent along the production of keybeds that were used for two MiniBrute production batches. This is very likely due to temperature changes along the production of these keybeds.

It is a sporadic problem that is very hard to track. There are hundreds of units that are perfectly fine, and sudenly there are 60 where the problem occurs on most products. Consequently there are countries where we never saw any issues, and others (like Russia) where they got a large number of defective units.

There is no good way to track if a keybed is fragile or not. The only good test we found is destructive in the sense that it will show if a keybed was faulty or not, but at the same time it may also damage perfectly functional keybeds. (This is in fact a stress test that we cannot efficiently use to distinguish units.)

What we did: replace keybeds in all stocks so any new unit sold is fine. This includes our stocks, our distributors' stock and most dealers' stocks.
In addition we changed supplier for the keybeds and strenghtened controls over the production of the MiniBrute.

What we did not do: recall keybeds from end-users and exchange every MiniBrute unit at risk. This was too much for us to handle. In addition it would be excessive given the failure ratio we see -which is now around 9% for the units that embed keybeds from this production, but which is still bellow 4% if considering all problems on all MiniBrute units sold. It is not an excuse, but throwing away hundreds of units would be a waste in all respects and the situation does not call for that.

What we do toward musicians who have units at risk: we guarantee we will replace any keybed that is broken within the next three years. We will of course do it at no cost for the customer. Three years may look like an arbitrary figure, but the fact is that if no key was broken within the first weeks of use the unit is most likely perfectly fine. Three years allow us to give our distributors a clear operating process.

What should you do if you have a broken unit: send an email to support@arturia.com. In the first weeks the problem occur (let's say in the first couple of months after we discovered the problem) we did not have new keybeds for replacement, so there was lag in answering requests. But things are pretty much under control now. Arturia, once we hear from you, can then ask your local distributor to handle the reparation on our behalf. This distributor has keybeds from the new supplier, tech notes,.... Arturia is financially compensating all distributors for any replacement they have to handle so they are supposed to be efficient and proactive.

Alternately, you can go to your dealer or contact your local distributor directly and he should handle this easily without our intervention.

Units at risks are in between Numer 90000 and 12000 but we extended the extra-warranty to units in between 7500 and 13500.

Again, we are very sorry for this problem and I apologize in the name of Arturia. We try our best to deliver quality products and currently put more measures in place so you can trust Arturia instruments.


Frederic Brun
Title: Re: KEYBED - BROKEN KEYS
Post by: Revmex on March 20, 2014, 01:47:43 pm
If some of you have received the replacement keybeds then let us know. I have an order number, an email and just waiting at this point. Seems like Arturia is responding
well so far and trying to make things right.

-Rev
Title: Re: KEYBED - BROKEN KEYS
Post by: Jerome Arturia on March 20, 2014, 04:39:29 pm
Hi Rev,

Could you let me know what's your case number?

Best,

J.
Title: Re: KEYBED - BROKEN KEYS
Post by: Revmex on March 20, 2014, 06:20:17 pm
Hi Rev,
Could you let me know what's your case number?
Best,
J.
PM sent. Thank you. I will add that Bruno has been helpful so I don't want to make it sound like nothing's happening. Last message I received from support was that they're being sent off last week. I'm just waiting at this point.

Thank you

-Rev
Title: Re: KEYBED - BROKEN KEYS
Post by: inkuplex on March 27, 2014, 11:30:07 am
Thanks for delivering Arturia, I no longer feel left in the dark.  :)
Title: Re: KEYBED - BROKEN KEYS
Post by: Revmex on March 30, 2014, 07:10:32 am
Got mine yesterday and installed it yesterday night, Thank you Arturia. Works great!
By the way, I did a 9 minute on MY "how to replace" keybed video. I figured I'd video what I do and share my experience.
Go to youtube and search "Arturia MiniBrute keybed replacement ."

-Rev
Title: Re: KEYBED - BROKEN KEYS
Post by: epeterd on April 30, 2014, 03:02:45 pm

Wow, Arturia need to seriously review their support management.

I just went online to see reviews of the Minibrute before buying one to complement my BassStationII and SubPhatty.
I couldnt in all seriousness buy one after reading this thread. This quality issue has been ongoing for months without formal response.
Formal response is very light and questions regarding which serial numbers to avoid go unanswered.

It actually makes me worry about my Spark Le now.
Title: Re: KEYBED - BROKEN KEYS
Post by: stevism on May 01, 2014, 05:06:14 am

Wow, Arturia need to seriously review their support management.

I just went online to see reviews of the Minibrute before buying one to complement my BassStationII and SubPhatty.
I couldnt in all seriousness buy one after reading this thread. This quality issue has been ongoing for months without formal response.
Formal response is very light and questions regarding which serial numbers to avoid go unanswered.

It actually makes me worry about my Spark Le now.

yeah, sadly i don't blame you.

fwiw i had a spark and the build quality was top notch. i only sold it because it was a bit buggy (the software) at times but also mainly because it didnt fit my workflow as well as i thought it would

Title: Re: KEYBED - BROKEN KEYS
Post by: statik on July 17, 2014, 07:41:58 pm
i bought both and have no regrets, how can you seriously say they are failing when they offer this support level, they are doing their best to correct this problem, this is just kicking nuts when they allready confirmed it to be a big mistake in the production, they are people and people make mistakes, if you are perfect i'd like to see your batteries and OS, i bet i can find several mistakes in your body firmware
Title: Re: KEYBED - BROKEN KEYS
Post by: Bugs on January 05, 2015, 08:51:02 am

Wow, Arturia need to seriously review their support management.

I just went online to see reviews of the Minibrute before buying one to complement my BassStationII and SubPhatty.
I couldnt in all seriousness buy one after reading this thread. This quality issue has been ongoing for months without formal response.
Formal response is very light and questions regarding which serial numbers to avoid go unanswered.

It actually makes me worry about my Spark Le now.
I need to have my mind put at ease if I am to try to purchase a 3rd unit.




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Title: Re: KEYBED - BROKEN KEYS
Post by: vien on January 29, 2015, 01:55:20 pm
I'm still waiting for a reply on a replacement keybed.

Seems technical support is lacking. I've been trying to contact them for several weeks. Seems no one is answering support tickets.

What's going on over there???

Title: Re: KEYBED - BROKEN KEYS
Post by: Chi on January 29, 2015, 06:06:41 pm
I expect you will recieve their tried and trusted response any day now, something along the lines of:

"First of all, please accept our sincere apologies for such unreasonable delay in response. For unknown reason your message has just sorted out from our tracker these days, among a few other outdated ones... We are currently investigating the cause of such issue.

Just as I did, and others throughout the years, lol!

 
Title: Re: KEYBED - BROKEN KEYS
Post by: Brutator on September 16, 2015, 03:49:17 pm
Arturia are an absolute joke when it comes to support with regard this issue. Mine was one the last to be affected with this sustandard keybed (serial in the 13000's).  I contact support, provide all my deatils...everything all in hand. I hear nothing, I contact support again...no record of my contact, so I provide all my details again & go through the whole process...a new keybed will be sent, even emailed detailed instructions with pictures...thank you.  I hear nothing, I contact them again to enquire on timescale...and now I'm given the runaround...where did you buy it, what's the serial blah blah...go back to seller and inform them, then come back to us.
Support for this issue is appalling and although I think the Minibrute is wonderful, I find that I cannot recommend Arturia to anyone anymore because the aftersales support it seriously lacking.

I am now left with an design flaw that I will have to replace or repair at my own cost. This is not what was promised!
Title: Re: KEYBED - BROKEN KEYS
Post by: theshaggyfreak on January 17, 2018, 07:20:19 pm
I know that this is way late to the table but I'm curious if the one I have is eventually going to be effected by this. I'm slightly confused about the serial numbering on which units were effected. So far I haven't had an issue but I really want to make sure now before time marches on too far.