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 email@example.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.