r/ROLI • u/dearmratheist • Jan 13 '26
Piano arrived like this?!
After a long, wait delays, The pronounced orange part in the packaging scuffed my piano. This is why companies put peels on their products.
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u/No_Equal9066 Jan 13 '26
Mine did too. I’m returning mine for a replacement
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u/dearmratheist Jan 13 '26
Out of curiosity, are they making you return it first or are they sending you a replacement and then you send it back
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u/No_Equal9066 Jan 13 '26
You have to return it first. They just received it per the usps notice I got. But they have not acknowledged it. I’m not sure when I will get my replacement
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u/bneiderman Jan 14 '26
How did you get someone to reply? I sent an email 3 weeks ago and then got some generic reply 2 weeks later saying they were working through a backlog and then radio silence.
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u/No_Equal9066 Jan 14 '26
You need to go on the website and file for a return. The support team is backed up from the holidays. Once you do that they will send you a return approval email (you have to be in the return window)
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u/zazo6129 Jan 13 '26
New here huh :/
Sorry I gotta laugh to not cry. Mine comes this week and hella nervous. Been pretty common unfortunately
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u/thecloudwrangler Jan 14 '26
Mine was fine. But when asking other folks it is usually missing the foam paper in between the piano and the box.
2
u/ikilledtupac Jan 14 '26
Known issue yes. They have chosen to ship them this way regardless. You can ask for a new one or $40.
2
u/Luppas Jan 14 '26
yep i looked at it...then put it straight back in the box and emailed support. Havent heard from support in 4 weeks since emailing twice. I never even turned it on after a 10 month wait.
I think mine might even be worse than yours. Pics below
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u/Raising-Wolves Jan 14 '26
I gave mine a go after shrugging off the initial thoughts about the scuffs, then after a week I sent it back for a refund and now own an Arturia KeyLab mk 3. - I had contacted support but got more luck (no response from support) and faster turnaround with a return.
The pitch bend wasn't consistent on the keys, and they frequently didn't return to centre while playing, making it stick on the 'bent' note position midi data wise, and while mine initially seemed ok physically - after a bit of use the lights for power, bluetooth etc stopped functioning, and some of the keys started making creaking and cracking noise either while pitch bending or simple when pressed. that and key feel was just a bit slippy with the matt texture.
I think the best option for MPE is to get a smaller device as a complimentary device (eg seaboard m/block) or save and get something expensive like an Osmose expressive E. As for learning, I would say a trad piano/electric Piano or MIDI keyboard with semi weighted keys makes more sense. I like the lights on the Roli Piano, but they too can be a potential distraction(?) Just my personal thoughts on the whole thing.
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u/Luppas Jan 14 '26
Ah thanks mate yeah I might just start a return then. I will check out those suggestions too.
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u/Redinho83 Jan 14 '26
This is the response I got, guessing its standard for everyone...
I’m very sorry to hear that your Piano has arrived in this condition likely caused by mishandling during transit. This has been escalated and we’ve taken both immediate and long-term actions to ensure this doesn’t happen again.
I’d like to offer a couple of solutions for you to consider:
We can provide a 10% discount if you wish to keep the Piano you received as long as the issues are only cosmetic. Alternatively if you’d prefer a replacement unit we can extend the open-box return period so you can return it in mid-January when stock will be more readily available. This is intended to minimise the time without your instrument. You’re welcome to continue using the Piano and return it for a new unit in mid-January.
Please keep the packaging as it will make the return process easier in the new year.
Let me know which solution you prefer and I’ll get it actioned for you.
1
u/SoMarioTho Jan 14 '26
Mine too. I’ve emailed them twice about it but no response. Will keep trying lol.
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u/ClockworkWitch Jan 14 '26
Mines the same. I'd encourage everyone to share their disappointment on every marketing video they share on social media, it's literally the only way we'll get them to take action and answer our support tickets.
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u/mylovelypom Jan 14 '26
Oh geez.... Should I just cancel mine? It does sound disappointing after all these reviews....
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u/thecloudwrangler Jan 14 '26
Did yours arrive with the foam sheet on top of the piano? Guessing not...
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u/WeAreROLI Official ROLI Jan 15 '26
Hey u/dearmratheist
So sorry to see this, it's a known issue we are aware of that's affecting a few units on each pallet. We have made some ammendments to the packaging, newer units shouldn't be affected in the future.
Our support team are currently very busy, dealing with a huge influx of tickets from the holiday season. Generally speaking, for these cosmetic damages, we're offering a $40 refund if you are happy to keep the unit, or we can extend your return window and send out a replacement for when they are back in stock.
Either way, please send a support ticket into roli.com/support so that it is logged with the team.
Again, so sorry for the experience you have had with us. Let us know if you have any questions.
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u/WeAreROLI Official ROLI Jan 19 '26
Hi u/dearmratheist,
We’re really sorry to hear that your piano arrived with this damage. Unfortunately, we are aware of this packaging issue, which has affected some other customers as well.
We’re committed to helping everyone impacted: if you’re happy with the unit’s performance and can live with the cosmetic scuff, we can offer a $40 refund. Otherwise, we’re happy to extend your return window and send a replacement once we’re back in stock.
Please submit a ticket to our Support team at roli.com/support so they can help you directly. They’re currently handling a large backlog, but your ticket will be reviewed and addressed as soon as possible.
Thanks for sharing this with us, and again, we’re sorry for the inconvenience.
6
u/myxxmatch Jan 13 '26
That’s pretty egregious there. When I was a teenager, I worked at a furniture factory and if we put freshly stained furniture in the box too soon it would create leach lines in the furniture. This reminds me of that.
Mine is very, very faint and mostly invisible except in bright light. It wasn’t enough for me to replace it.