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Reviewed in the United States on March 4, 2025
My purchase of the Aura S300 has, so far, been a frustrating experience. This is mostly because of the poor quality of manufacturing and mind-numbingly condescending customer service.While assembling our piano, we discovered that the left frame had somehow left the factory without one of the supporting holes having been drilled through the steel. The is one of the four holes that directly support the bracket for the heavy keyboard. When we wrote away to customer support, which is only conducted through email, we were subjected to a long, tedious series of exchanges requesting photos to verify the manufacturing defect. That defect is obvious: There is no hole drilled out in the part, even though the outline of it is etched in the steel.The eventual remedy, after days of needless email exchanges and verifications, is that they are shipping us a replacement part from the factory in China. The shipping time is 20-25 days. Meantime, our daughter is unable to practice on the piano, which lies partially assembled on our apartment floor.On top of this, the bench had defects. When we assembled it, we discovered that one of the feet would not completely screw people into the leg, creating a noticeable gap, and a wobbly experience.. The service team first accused me of not assembling it correctly, then said that they “didn’t see this as a dealbreaker” and that “most users find the bench functional despite the minor wobble”. Translation: This is a common manufacturing defect that we expect customers to live with —despite stern warnings in the instructions about ensuring that the bench assembly is sound.The remedy? Unclear. They do not have replacement parts in stock for the bench.. I think they may be sending me a new bench with the frame replacement, but there is no verification of this. Expecting 20-25 day wait, best case scenario.But surely they must have offered some compensation for all of this inconvenience? They offered us $15! Maybe enough to buy a carton of eggs. I guess this was intended to motivate me to document all of this in a product review — so here it is. Penny wise, dollar foolish.I sincerely hope that the piano plays well after we get all of this rectified, if it ever is, but beware that there are some serious manufacturing shortcomings at play that you may have to deal with as a buyer.
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