Is Thomann reliable?

[tommy2tone]

Be careful if you're ordering hardware and you're not in Europe. I once ordered a digital piano from Thomann Canada. However, it arrived packaged with a European power cord which was useless in Canada. Because there wasn't a way to get a proper power cord in time within the return window to allow me to test if I had a functioning digital piano, I decided to return the product. But I had to pay for the return shipping charges which was about $300 CAD. That didn't seem fair given their mistake in supplying the wrong power cord, especially since I had ordered from Thomann "Canada".

After many frustrating email exchanges over several months with various Thomann representatives that yielded little results, I managed to reach the CEO and explain the situation.

They eventually refunded me as well as reimbursed me for the approx. $300 I had paid to return the product (which initially, they absolutely refused to do). But I did lose hundreds of dollars that I had paid in duty and brokerage fees.

There's more to the story but that's the gist. I was happy they finally took responsibility for the error and that they made good to the extent they were willing to, but the experience left a bad taste in my mouth. To be fair, I think I was very fortunate to get back the money I did. But they weren't happy about it and told me to take my business elsewhere lol!

[MarulaMusic]

Be careful if you're ordering hardware and you're not in Europe. I once ordered a digital piano from Thomann Canada. However, it arrived packaged with a European power cord which was useless in Canada. Because there wasn't a way to get a proper power cord in time within the return window to allow me to test if I had a functioning digital piano, I decided to return the product. But I had to pay for the return shipping charges which was about $300 CAD. That didn't seem fair given their mistake in supplying the wrong power cord, especially since I had ordered from Thomann "Canada".

After many frustrating email exchanges over several months with various Thomann representatives that yielded little results, I managed to reach the CEO and explain the situation.

They eventually refunded me as well as reimbursed me for the approx. $300 I had paid to return the product (which initially, they absolutely refused to do). But I did lose hundreds of dollars that I had paid in duty and brokerage fees.

There's more to the story but that's the gist. I was happy they finally took responsibility for the error and that they made good to the extent they were willing to, but the experience left a bad taste in my mouth. To be fair, I think I was very fortunate to get back the money I did. But they weren't happy about it and told me to take my business elsewhere lol!

I've had nothing but incredible service from them ordering outside of Europe. I'm in South Africa, goods get shipped next day from Germany and if it wasn't for the odd hold up at customs would be at my door two days after placing an order. Only issue I've had is returning stuff can be complicated, but at no fault of Thomann... it's down to our export and import laws. You've got to jump through hoops to avoid getting double taxed on import duties. That said, I had to return a Maschine that was faulty after two and half years, just inside their extended warranty. I mailed them saying it was a hassle to return, and they simply refunded the entire amount, no questions asked.

100% recommend using them, at least from where I am. Lots we can't get locally, and way cheaper even with the import duties.

[jules99]

Be careful if you're ordering hardware and you're not in Europe. I once ordered a digital piano from Thomann Canada. However, it arrived packaged with a European power cord which was useless in Canada. Because there wasn't a way to get a proper power cord in time within the return window to allow me to test if I had a functioning digital piano, I decided to return the product. But I had to pay for the return shipping charges which was about $300 CAD. That didn't seem fair given their mistake in supplying the wrong power cord, especially since I had ordered from Thomann "Canada".

After many frustrating email exchanges over several months with various Thomann representatives that yielded little results, I managed to reach the CEO and explain the situation.

They eventually refunded me as well as reimbursed me for the approx. $300 I had paid to return the product (which initially, they absolutely refused to do). But I did lose hundreds of dollars that I had paid in duty and brokerage fees.

There's more to the story but that's the gist. I was happy they finally took responsibility for the error and that they made good to the extent they were willing to, but the experience left a bad taste in my mouth. To be fair, I think I was very fortunate to get back the money I did. But they weren't happy about it and told me to take my business elsewhere lol!

Forgive my ignorance, but have you heard of adapters?

[GaryG]

Be careful if you're ordering hardware and you're not in Europe. I once ordered a digital piano from Thomann Canada. However, it arrived packaged with a European power cord which was useless in Canada.

Forgive my ignorance, but have you heard of adapters?

That was my first thought too to be honest... Was this actually a power adapter or something, don't they have regular power leads ('kettle', clover, figure of 8 etc) in Canada if thats what the piano needed?

The few items I've had from them (shipping germany to uk) either had a UK lead included as well or an adapter for a power adapter.

[slackhead]

But they weren't happy about it and told me to take my business elsewhere lol!

I'm not suprised

[tommy2tone]

Be careful if you're ordering hardware and you're not in Europe. I once ordered a digital piano from Thomann Canada. However, it arrived packaged with a European power cord which was useless in Canada. Because there wasn't a way to get a proper power cord in time within the return window to allow me to test if I had a functioning digital piano, I decided to return the product. But I had to pay for the return shipping charges which was about $300 CAD. That didn't seem fair given their mistake in supplying the wrong power cord, especially since I had ordered from Thomann "Canada".

After many frustrating email exchanges over several months with various Thomann representatives that yielded little results, I managed to reach the CEO and explain the situation.

They eventually refunded me as well as reimbursed me for the approx. $300 I had paid to return the product (which initially, they absolutely refused to do). But I did lose hundreds of dollars that I had paid in duty and brokerage fees.

There's more to the story but that's the gist. I was happy they finally took responsibility for the error and that they made good to the extent they were willing to, but the experience left a bad taste in my mouth. To be fair, I think I was very fortunate to get back the money I did. But they weren't happy about it and told me to take my business elsewhere lol!

Forgive my ignorance, but have you heard of adapters?

No, that didn't occur to me or to the Thomann reps I spoke with. I still would have had to deal with acquiring one plus the time it would take to get it, with the risk of potentially still putting me outside of the return authorization window.

[tommy2tone]

Be careful if you're ordering hardware and you're not in Europe. I once ordered a digital piano from Thomann Canada. However, it arrived packaged with a European power cord which was useless in Canada.

Forgive my ignorance, but have you heard of adapters?

That was my first thought too to be honest... Was this actually a power adapter or something, don't they have regular power leads ('kettle', clover, figure of 8 etc) in Canada if thats what the piano needed?

The few items I've had from them (shipping germany to uk) either had a UK lead included as well or an adapter for a power adapter.

They only supplied the one Euro-style cord in the box and their order page didn't specify that that would be the type I would be receiving. I know, "buyer beware", so I've learned a valuable lesson. I made such a fuss about it that they promised in future to ship the proper power cord with their digital pianos, depending on the country it was being shipped to. But I don't actually know if they followed through with that.

[tommy2tone]

But they weren't happy about it and told me to take my business elsewhere lol!

I'm not suprised

I hear you!

Also, what was really exasperating about this ordeal is that it was entirely preventable on their part, as one Thomann rep actually admitted to me that I wasn't the first customer this has happened to. So it's a known issue and what, they chose to ignore it instead of adjusting operationally? I don't get it but I also acknowledge that the majority of folks here would seem to have had overwhelmingly positive experiences with them and that's great!

[jules99]

Forgive my ignorance, but have you heard of adapters?

No, that didn't occur to me or to the Thomann reps I spoke with. I still would have had to deal with acquiring one plus the time it would take to get it, with the risk of potentially still putting me outside of the return authorization window.

It boggles my mind that you went through all of this trouble and got mad at a German retailer and sent back the piano instead of buying something this for 5-10 Canadian dollars:

[tommy2tone]

Forgive my ignorance, but have you heard of adapters?

No, that didn't occur to me or to the Thomann reps I spoke with. I still would have had to deal with acquiring one plus the time it would take to get it, with the risk of potentially still putting me outside of the return authorization window.

It boggles my mind that you went through all of this trouble and got mad at a German retailer and sent back the piano instead of buying something this for 5-10 Canadian dollars:

I get the astonishment. Anyhow, the way it played out provided some eye-opening lessons for both me and the vendor. C'est la vie!

[chemical coffee]

I've bought some hardware and software from them before, definitely reliable.

[MoonDance]

Agreed on this. Thomann is absolutely reliable and has over many years

[whyterabbyt]

Be careful if you're ordering hardware and you're not in Europe. I once ordered a digital piano from Thomann Canada. However, it arrived packaged with a European power cord which was useless in Canada.

I pointed this out as a potential issue on the first page. Its not 'in Europe' though, its 'in Germany'. I dont think Europe has a single power plug type in the first place, and its certainly not the same as in the UK.

That's the manufacturer saving thirty cents on not providing one of those plugs that can be adapted for different socket types, though.

[Tubarao33]

Reliable and excellent after sales service.

[lasmartie]

I also think they´re one of the most reliable. always buy there and never had any issues.