Mark R Iut

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Verified Reviewer
| map-marker London, England

Resolved: Plastic rubbish made by amateurs!

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Updated by user Oct 13, 2023

Company fixed the issue and I have been provided with apology.

Original review Sep 28, 2023
I bought the Lumi keys (Studio Edition) and due to it attracting dust I sprayed it with my usual synthesiser cleaner (distilled water, a touch of detergent and a touch of Isopropyl Alcohol) which usually brings all my gear up shiny. It instantly sent the transparent keys opaque ruining the look so I wiped it off with a damp cloth to no avail.

I contacted Lumi (Roli) who replied with we can't do anything as it says in the manual not to use alcohol (despite this only being a tiny amount anyway) I thought to myself 'what manual?' it turns out there's no actual manual for this but there are tips on the website (I'm guessing that you're supposed to read before using/cleaning the keyboard, like anyone ever would) which to me isn't the same as placing a manual in the box and expressing on the first page 'DON'T LET ANY ALCOHOL NEAR YOUR LUMI KEYBOARD!!' anyway the guy in the support centre told me to take it apart to clean it stating that i should remove the rubber from the base to reveal screws, he never told me that there were six in total including two hidden ones which allowed me to split the rubber as it's obviously not meant to be moved. I got inside it and after a bit of careful prying managed to remove the key inserts which in turnbroke into pieces due to the pressure of removal despite my careful touch (I'm always successfully repairing laptops/mobile phone screens etc ) and leaving me with a completely useless lump of plastic. I paid £220 for this a month ago and now it's useless but all Roli/Lumi can say is if I buy another they'll offer me 20% off. I was dubious buying in the first instance due to their bad feedback (not just here on trustpilot) and their company mismanagement (near liquidation in 2021 due to massive director bonuses and multiple holiday property purchases despite the company just starting to make profit!) yet I though I would give them a go.

Now I'm left with a bag of plastic (which will obviously end up as dolphin food as with all other waste that comes from these plastic loving start-ups) and over £200 down, I even purchased extra digital stuff from them which is now useless to me.

If you really need a cheap plastic keyboard 'toy' with a lifespan of a month I suggest you go to your local thrift store and purchase a ninja turtles/barbie singalong keyboard for £10/$15 rather than waste over 200 of your hard earned notes for this. The customer service is useless and the product would be great if they made it right.
Tell your friends, stick to Roland/Korg/Arturia even Behringer etc!!!
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  • Gear could be good
  • Theyre not interested

Preferred solution: Full refund

User's recommendation: Use ANY other musical instrument company (if that's what you could class them as)

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