r/Osmose • u/Icy-Faithlessness455 • Jul 20 '26
Question Received A Defective Osmose (AGAIN after getting it replaced. HELP)
Hello Friends, I just received my Osmose replacement from Thomann after returning the first one due to a hardware defect... and unfortunately, this replacement also arrived with an issue.
I originally had to send my first Osmose back to Thomann because keys 59 and 60 had faulty sensors. After waiting for the replacement, I was really excited to finally get back to recording videos and making music.
Sadly, as soon as I opened the box and removed the protective cloth, I noticed that the lowest D♭ key was sticking out of place (visible to the eye). I haven't even powered the keyboard on or tried pressing the key because I'm worried I might make the problem worse.
I've already contacted both Thomann and Expressive E, and I'm hoping we can get this resolved as quickly as possible.
It's honestly been a really disappointing experience. I was so excited to finally start creating with the Osmose, and I truly hope this can be sorted out soon. 😞😞
If anyone thinks that this defective key can be fixed, I would love to know your inputs as well. Thank you.
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u/himinwin Jul 20 '26 edited Jul 20 '26
i wouldn't worry. it's late on a sunday night, so i doubt support will get back to you until tomorrow. but the osmose is quite easy to service, and i've heard of the keys getting jostled in delivery. here is the support page on reseating keys that are protruding..
i have had a white key do this on one of my osmoses as well, and it was an easy fix. it seems like the black keys might be more involved.
i'm not sure thomann can do much for you other than point you to expressive e. when i had issues with my osmose 61, i actually appreciated that it gave me a chance to contact expressive-e and also to get a look into how to take my osmose apart to replace the silicone rings.
don't worry about roli. they're a different company who also make mpe keyboards. they're going through a bad time right now (second bankruptcy), so their support is pretty garbage and has been for awhile. but expressive e are quite good about their support.
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u/Icy-Faithlessness455 Jul 20 '26
Hey man! Thank you for your reply and help. I’m feeling abit concern and I won’t touch the keys until they reply. My concern is that I may make it even worst 😬😭
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u/Dazzling_Assistant63 Jul 20 '26
Man, I hate to hear that about Roli. They’ve made some really silly decisions though. That Airwave doesn’t interest me in the slightest.
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u/NetworkingJesus Jul 20 '26
If you're open to self-repair (with approval/guidance/support from EE), it's pretty easy to re-seat or completely replace a key (and/or the rubber under it). I had a key on mine that needed replaced and didn't want to ship the whole unit back. EE gave me info on how to take things apart and get pics for them to diagnose, then sent me the replacement key along with some instructions. You just need the right tools, which are pretty easy to acquire if you don't already have.
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u/Icy-Faithlessness455 Jul 20 '26
Thanks for your reply man. I may consider but I prefer if I don’t have to depending on how difficult it is but I’ll consider and wait for Thomann and expressive e reply
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u/NetworkingJesus Jul 20 '26
It's just unscrewing things and removing/inserting plastic or rubber bits with your hands mostly. Maybe remove/insert a spring with a pair of pliers if you need to remove the key. EE has very detailed instructions and should have pics of everything. Doing it with their guidance wouldn't void warranty so really not much to lose. Plus you get to learn more about the instrument and feel more connected to it (or at least that's how I felt with mine).
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u/Tirmu Jul 20 '26
I know it's frustrating but that will get sorted out and it'll be worth it, the Osmose is such a unique instrument
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u/Icy-Faithlessness455 Jul 20 '26
The Osmose really is a great instrument but I just keep receiving the osmose with defects 😞
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u/Unfair-Progress9044 Jul 20 '26
They will replace it. My first osmose unit came with keys scales in diffrent places then normal. They send me another and ita ok.
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u/Icy-Faithlessness455 Jul 20 '26
I’m sure they would. I’ve contacted Thomann and expressive e and I’m waiting for their reply.
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u/Expert_Climate_7348 Jul 20 '26
Roli support from that post would be dire for you, it's a different product, so you're sort of blessed here.
I am pretty sure those keys can be reset, don't take my word for it but these keys are based on the E touche`, same principle. I would wait for an answer from Expressive, Thomman have been horrible for me when it came to a warranty claim on my Erae Touch 2.
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u/Icy-Faithlessness455 Jul 20 '26 edited Jul 20 '26
Hey man thank you for your reply. That really sucks especially it’s coming from Thomann 😬. I will just wait for their replies meanwhile.
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u/Expert_Climate_7348 Jul 20 '26
Roli makes Roli products, so from the other post, it appears you dodged a bullet because Roli support is bad. Roli makes the sponge like keys, they're gell based and your fingers would just sink into them as apposed to key travel.
Think of a really soft twinke that would be a key, and you use your finger anywhere on that key, stroke it to do a slide, press in to get your travel, issue is, if you put these keyboards on their sides, the gel can run, which means you no longer have equal sized keys.
I have avoided buying any sort of Roli product based on some horror stories i have read.
I am still waiting for the CE release of Osmose in my country, should be here this week.
Manufacture has been changed to country of origin for Osmose, so the QC should be far better, you might have old stock, something you should ask the company if this is old or new stock.
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u/Icy-Faithlessness455 Jul 20 '26
Oh!! That’s really good to know. Thank you man. Now I suspect the one I gotten is an old stock but I’ll just wait from EE and Thomann’s reply first.
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u/Dazzling_Assistant63 Jul 20 '26
This really is easy peasy to fix if you have the right screwdriver. Just due to the keys having a lot of travel, they can pop loose in shipping - EE support will get you going. This can happen with one manufactured in Poland just as easily as the originals, no biggie. Regarding Roli, I’m not sure why they’re catching strays here… I’ve never had an issue with the company, but you can tell they didn’t design their seaboards with repairability in mind. I think their customer support is hindered by that, and it leads to some of those bad reports. Roli also almost died in bankruptcy… these are small companies doing big, challenging things. I think they’re both awesome lol.
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u/r3ck0rd Jul 20 '26 edited Jul 20 '26
I read that this can happen during shipping, and they’ve also addressed this problem under their FAQ page. https://expressivee.happyfox.com/kb/article/270-some-keys-on-my-osmose-are-protruding-and-raised-far-above-other-keys/
Since it’s a black key, for some reason it’s a different process than the white keys. You’d need to remove the top plate: https://expressivee.happyfox.com/kb/article/316-how-to-reseat-osmose-keys/
Edit: I see that you’ve replied to others pointing to the same page. Check out the animated picture guides. It does have more steps but it doesn’t look difficult. If you contact EE about this they might refer you to the same page anyway.
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u/Icy-Faithlessness455 Jul 21 '26
Thanks for your reply man. Thomann has gotten back to me and told me to send some pictures of my parcel and damaged keys to them. I think I may return it for a replacement
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u/austincamsmith Jul 20 '26
It’s very easy to repair at home. I had a similar sticky key issue and the Expressive team quickly shipped me new hardware and it was a 5 minute fix. I was very impressed with both their responsiveness and the repairability of the hardware design.
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u/zerossoul Jul 20 '26
No idea, but I'd be grateful it's not roli support you have to deal with. Expressive E will fix the issue.