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Date: Tue, 23 Feb 2021 15:50:17 +0000
From: Express Music <coventry@expressmusic.co.uk>
To: Samantha Cheetham <manthedmond@hotmail.com>
Subject: Re: Faulty piano keys
In-Reply-To: <LO0P265MB32275A70DAB1F38A50D789CFB8839@LO0P265MB3227.GBRP265.PROD.OUTLOOK.COM>
References: <LO0P265MB32275A70DAB1F38A50D789CFB8839@LO0P265MB3227.GBRP265.PROD.OUTLOOK.COM>
Message-ID: <32a6644da3fa289f75ebd095a22ecac9@expressmusic.co.uk>
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Hi Samantha,

I've just spoken to the engineer who came out to visit you on Friday. 
He has reassured me the noise you're hearing is completely normal and 
expected to be there.

They get asked this a lot so have in fact written a blog about it which 
you can read using the link below.

https://www.kawai.co.uk/blog/faq/#show

Please look at the answer for: Why can I hear the keyboard action on my 
piano?

This should hopefully clear everything up for you.

Kind Regards,
Harriet

Express Music
196 - 204 Binley Road
Coventry
CV3 1HG

On 20/02/2021 19:02, Samantha Cheetham wrote:
> Good afternoon,
>
> Yesterday (Friday 19th February) a man came and took my piano apart
> as 2 of the keys were sticking. When I asked why the keys stick he
> said that the particular model of Kawai that I had that the
> manufacturers had not used good enough quality glue on the pads and
> that the pads had moved and hence the clicking sound and the sticking
> keys. He said that he would sort out all of my keys on the piano this
> time so that hopefully it would be like brand new and this wouldn’t
> happen again. He was at my house for over 2 hours.
>
> When I played on it yesterday I couldn’t believe how good it sounded
> until today came and I could hear a tapping sound on some of the keys
> when playing.
> I have recorded the tapping for you and have attached it.
>
> Please could you contact me about this as it is very annoying when I
> am playing and you can hear tapping.
>
> Thanks in advance,
> Samantha Cheetham
>
> Sent from my iPhone
>
>> On 10 Feb 2021, at 12:35, Express Music 
>> <coventry@expressmusic.co.uk> wrote:
>
>> Thank you for this info, I have passed it on to Kawai UK Service 
>> team
>> who will hopefully be in touch with you shortly.
>>
>> I have attached a copy or your original receipt in case you need it 
>> in
>> the future.
>>
>> Kind Regards,
>> Harriet
>>
>> Express Music
>> 196 - 204 Binley Road
>> Coventry
>> CV3 1HG
>>
>> On 09/02/2021 17:12, Samantha Cheetham wrote:
>>
>>> Afternoon,
>>
>>>
>> Please fin
>>
>>> ent with proof of purchase (my
>> urchased it for me at the time and I had t
>>
>>> n>
>>> a photograph of the model of the pi
>> r>
>>
>>>> You should have all my details from previous as WD
>> e out
>> t
>>
>>> an you check this.
>> /blockquote>
>> So that
>>
>>> issue with Kawai UK
>> , can
>>
>>>
>> Model of Piano including
>>
>>> ckquote> Serial Number
>> kquote type="cite"> Proof of purchase (a photo of a
>>
>>> br>
>> ockquote> Kind Regards,
>>
>>>>
>>>
>>>> Coventry
>> ote type="cite">CV3 1HG
>> On 09/02/2021 14:16, Samantha Cheetham wrote:
>> (once Covid
>>
>>> wn).
>> e">
>> e="cite">you updated y
>>
>> ap.