Where in Europe?

https://europe.yamaha.com/en/support/contacts/index.html

https://uk.yamaha.com/en/support/contacts/index.html

https://www.yamaha.com/en/contact_us/

There's this form:

https://member.europe.yamaha.com/contact

"ITtechsupport@contact.europe.yamaha.com" sounds like some internal address to get support on IT ( https://www.webopedia.com/TERM/I/IT.html ). Often "IT" represents the network infrastructure including servers, the hubs, websites, email, etc. Not products.

I would call customer support for my local geo and go from there.

Many thanks for taking the time with that very helpful response Jason.

Unfortunately the member.europe.yamaha.com/contact link is the page/form that I filled and submitted from. It does not request your actual address in detail, but rather just your country and your preferred language. When you submit that form you then get the automated email from the IT address I referenced, acknowledging your message and stating a reply will follow soon (presumably their task in this instance is to forward each message to the best suited department). I should have been clearer about the actual address I contacted, sorry.

I feel my particular enquiry is something genuinely much better made (for me and for Yamaha) by mail than phone initially, because it would need to be sent to an exact department, and a particular engineer to look at the photos of this partly malfunctioning screen which I posted on the AW1600 forums and linked to in my enquiry. At that point I suppose it might be they may prefer ringing instead of replying by mail (which is why I submitted my phone number also with my message).

My enquiry may sound complicated from what I am explaining here, but I assure you it is not. I’m simply asking if the particular resemblance of this malfunctioning screen “rings any bells” such as looking like possibly a loose connection inside, or even (though perhaps less likely) a software issue rather than a broken screen (or broken other part).

The multitrack in question is a supposed brand new never used old stock and it certainly has all the hallmarks of never having been used (under the most intense unforgiving lights, absolutely no marks or signs of it ever being touched anywhere on the outside). Now of course that doesn’t mean the screen is not plain broken, or even that somebody has been inside the unit before (even if the screws show zero signs of ever being touched) but I just want the opinion of a Yamaha engineer. Some of the helpful guys at the AW forum thought it quite likely resembled faulty contacts and because of the machine's apparent mint new condition, it seems quite plausible at the least. They said that I should contact Yamaha as they would know the machine better than anybody. True, I would think.

Could somebody here from Yamaha help me by forwarding my post here to an engineers department who dealt with the AW machines since I seem to be getting totally ignored by customer support. I understand this is Yamaha Synth but it would appear from the AW forums that a lot of the official updates to the AW series were provided for download here at YamahaSynth so I would suspect the departments are close.

The pictures of the malfunctioning screen are posted here on dijonstock which is considered the “official unofficial” AW support group (the biggest, and only dedicated AW series support network)..

http://forum.dijonstock.com/viewtopic.php?f=45&t=6243&start=20

And if not, can somebody here from Yamaha please get me an email address of a department I can write to who will reply to me.
I don't want to sound like a broken record, but as somebody who has spent a rather huge lot of money on Yamaha gear for many years it feels very bad to just be ignored.

Thanks again and thank you again Jason. Much appreciated.

Thanks for the reply Blake. I reside between a few european countries. I'm English however, bought most my large amount of other Yamaha gear there (since the 80's) and want to talk to an english speaking rep. I put my current country on the form (it didn't ask for anything more) along with selecting english as my preferred language from the form menu.

The AW1600 is among the only few pieces of Yamaha gear I have ever bought non brand new direct from an authorised dealer. I knew well when buying it was a discontinued product and certainly don't expect Yamaha to fix it (unless perhaps I send it to them and pay for such repair). I rather just want to know if they have any opinion from the screen appearance. Following that comes my opening the machine and checking connection is ok etc, followed by maybe looking to find a new screen or the sending to Yamaha.

The kind forum where I put the pictures have told me all they can. I am looking to contact Yamaha and it seems to be taking a long time without any luck. Reason i turned here was because the AW machines OS uploads were served to customers via Yamaha synth.

Next step may indeed be trying the Yamaha synthesizers email you have provided. Thanks again

I reside between a few european countries.

In general, avoiding responding to straight-forward questions may impede your search for answers.

Respectfully, it is none of your business where i am from or where i reside. Yamaha asked the country in their form and i told them. If i need a service center i am well aware that i look up the one most local to me. I do not currently need a service center. I have a simple question and frankly to have to contact twice, and still have no reply after almost 2 weeks is very poor. I wouldn't be here if this wing of customer service were doing it's job. It's not like i am impatient either. I waited more than a full week after my initial sending of the message before sending again. Yamaha auto confirmed via email that they received each message (even displaying exactly what i wrote in my enquiry) so i know the messages are going through. Hopefully soon a Yamaha official here can either provide me an email address or perhaps even an engineer could go the extra mile, take a look and answer my question regarding the faulty screen. Thanks

Trying to help. Thanks for your clarification. Best wishes.

Full Compass has replacement screens for sale. The repair work would run possibly more than rolling the dice on a second used try as the used ones can be had for less than the screen. This sort of failure looks like internal interconnect more than a screen part issue. Some Yamaha designs are notorious for a similar LCD issue which sometimes varies with humidity.

Any repair tech with smt experience should be able to repair the interconnect or advise if there is a continuity issue through the cable requiring a new LCD assembly.

Thank you very much Jason. That is all very very helpful info. I know you were all trying to help and I both appreciate that and am sorry for being short earlier.
Tonight within just a few hours of contacting via the contact link below (thanks Blake since I would have certainly tried his "synthesisers" email link next) I received a very thorough helpful reply concluding that they have forwarded the linked pictures to an engineer. They also apologized if I feel I got bad service from Yamaha Europe (well I somewhat do, because although it was Easter during this time it has been almost two weeks with nothing but it is very nice and professional of them to say that all the same).
I will update in the future here and at the AW forums, at least if I get anywhere fixing the screen.
I am a big Yamaphile so am relieved to have my complete fondness restored in my favourite brand.
Thanks again for the well-meaning great help and good wishes. Much appreciated.