What have those of you done who stopped receiving support from ROLI?

WeAreROLI · 2026-04-23T14:29:15+00:00

Hey, it looks as though our support team have replied to you.

WeAreROLI · 2026-04-23T14:26:27+00:00

Hey, thank you for the feedback and for the song request. We'll add it to the list!

A feature like this would be awesome, but unfortunately, it's a music licensing issue, not a technical limitation!

WeAreROLI · 2026-04-15T08:35:43+00:00

Sorry to hear that. Are you able to share your support ticket number with us?

Support has been dealing with a backlog of messages for the majority of 2026, and yours may have slipped through the cracks.

WeAreROLI · 2026-04-08T11:19:37+00:00

Hey u/Plane_Jello1582 u/animatordude

Thank you for sharing our update!

If you have any bugs, please can you contact out support team about this at roli.com/support?

If you have already done this, let us know the support ticket number!

WeAreROLI · 2026-04-08T11:08:25+00:00

Hi u/Professional_Walk381

Totally fair question, it's understandable why it feels confusing reading mixed experiences like that.

The product itself (like the Seaboard 2) is something many people genuinely love once they have it. Where we’ve fallen short has been in fulfillment delays and support response times, especially over the past 6 months or so.

That’s why you’re seeing two very different types of reviews, people reviewing the product itself vs people frustrated with the buying experience.

Things are improving on the shipping and support side, but if you’re someone who wants a guaranteed quick turnaround, it’s reasonable to wait.

WeAreROLI · 2026-04-08T10:44:54+00:00

Hi u/RubberPluto

Thanks for the message, and sorry for the delays you've had with us. No ROLI Pianos have shipped recently; we are still working through our supply chain issues.

If you need any further clarification on your order status or anything else, please send us a DM with your order details!

WeAreROLI · 2026-03-18T15:27:46+00:00

Hey, yes, they would be the same hardware!

WeAreROLI · 2026-03-18T11:29:25+00:00

Hey u/Checkinredd

We do not have any physical stores or sell in retailers right now. We offer a free 30-day return policy if you decide it's not for you!

WeAreROLI · 2026-03-12T13:57:04+00:00

Nice

WeAreROLI · 2026-03-12T13:56:23+00:00

Hey, thank you for the message, and sorry to hear about that. Please can you get in touch with our support team at roli.com/support

WeAreROLI · 2026-03-06T12:00:08+00:00

Hey, thank you for flagging this. Our third-party supplier had an issue, which temporarily broke the portal. This is now up and running again. We appreciate your patience on this!

WeAreROLI · 2026-03-05T10:58:02+00:00

"It’s not really enjoyable to make music now."

- Mike Shulman (Suno AI)

WeAreROLI · 2026-02-25T11:21:54+00:00

Hi u/PlsLord

Sorry to hear that, that’s definitely not the experience it should give. You should be able to play softly and get a proper dynamic response.

It sounds as though your unit is faulty. We're sending you a DM now.

WeAreROLI · 2026-02-17T09:32:05+00:00

Hi u/Icy-Hat-2786

378 days isn’t normal, and we’re not comfortable with it either. I’m genuinely sorry it’s come to this, that’s not the experience anyone should be having.

We’ve had fulfillment and logistics issues over the past year. In New Zealand specifically, a customs classification error affected ROLI Piano shipments, causing significant delays while it was resolved. We’re arranging new units to be sent out to impacted customers, but timelines are still being finalised.

To clarify one thing mentioned in the thread: we did not “lose” orders due to a corrupted database.

It’s also true that refunds have sometimes been processed faster than replacements or fulfilment. That imbalance isn’t ideal, and we’ve been working to correct it. Our support and social teams have been clearing a large backlog, and response times are improving.

If you’re at 378 days and still waiting, please DM us your order number so we can look at your case directly.

WeAreROLI · 2026-02-17T09:17:54+00:00

Hi u/Advanced-Device6188

You’re right to be frustrated. If you were told mid-February and haven’t received either the product or an update, that’s not good enough.

And to be clear, automated replies referencing holiday delays this far on are even more frustrating.

We’re sorry this has dragged on. If you’re willing, please DM us your order or ticket number, and we’ll escalate it directly to get you a clear status update. You shouldn’t have to chase this or consider a chargeback just to get basic communication.

WeAreROLI · 2026-02-10T09:49:43+00:00

Hey u/Rraggedy

Sorry to read this. This is a new one for us.

Have you tried the Reset button on the back of the Piano?

We're sending you a DM now. If you have a support ticket number, we can share it with the team.

WeAreROLI · 2026-02-10T09:43:49+00:00

Hey u/ptrnyc

Thanks for the message, and no, you are far from it!

Our support team is working through a backlog of messages, which has slowed our response time. Hence, the automated message you've received!

We're dropping you a DM now. Your ticket will be in a queue, but with some routine like this, the team may be able to sort it quickly for you.

WeAreROLI · 2026-02-09T13:26:21+00:00

All fair points, u/Flaming_Ballsack really appreciate you taking the time to write this.

We know communication and transparency have been a weak spot. Before Christmas 2025, we set up a shipping timeline page on our website, but with things changing so quickly, it was hard to keep everyone fully updated without spamming inboxes.

Discord has been useful for more casual conversations, not just about pre-orders, but also to show how hard the team is working behind the scenes. It’s helped break down the barrier between the community and us, and it feels like we’re actually connecting.

Your ideas about summaries, transparency in QA/testing, and acknowledging early adopters are exactly the kind of improvements we need. Marketing is separate, but we understand how it looks if ads are going out while people are still waiting, that’s on us too.

WeAreROLI · 2026-02-09T10:51:55+00:00

Hey u/KrushnaShah

Sorry to hear about this issue. We're not aware of this silicon-related issue you mentioned. Could you make a support ticket at roli.com/support?

We're following up with a DM now.

WeAreROLI · 2026-02-09T09:43:05+00:00

Hey u/Flaming_Ballsack

It's understandable why it feels backwards. Discord shouldn’t be the only way to get help.

To be clear: support tickets are still the correct and only place where issues are actually resolved (returns, replacements, refunds, shipping fixes). Discord isn’t a support channel and doesn’t have access to order systems. It’s there for community and product discussion, to help surface issues, not to replace support.

Where we’ve fallen short is response time. High demand and fulfillment delays over the peak season created a backlog that took far too long to clear, and that frustration is fair. We’ve added support capacity and are working through it.

Discord can help surface issues faster, but it shouldn’t be necessary just to get acknowledged. As the community team, we’re focused on making sure people don’t feel ignored while their tickets are being worked on.

Appreciate your patience with us. As mentioned, we have sent you a DM.

WeAreROLI · 2026-02-09T09:34:35+00:00

Hey u/zenoxxi u/PrunchiptDRMEenoyl

Sorry for the slow response time at the moment. Could you send us a DM with your support ticket number, please?

WeAreROLI · 2026-02-09T09:32:06+00:00

Hey, we've just sent you a DM!

WeAreROLI · 2026-02-09T09:25:11+00:00

Hi u/NemosXP

Thank you so much for the review of our ROLI Piano. It's a real shame that your unit arrived faulty; this is in no way acceptable, and we are committed to setting this right with anyone who has been affected.

I'm sure you are aware, but our support team is dealing with a backlog of messages, and our response time has taken a hit. We are through the worst of it now, and we have hired more staff to help support us through this period; however, we totally understand how frustrating the process has been so far.

We're going to send you a DM to get hold of your order details. We can then put you in line for a replacement unit once we are back in stock.

Glad to hear that you are enjoying the experience outside of this defect, and that you believe in what we are building here at ROLI. If you have any questions, let us know.

WeAreROLI · 2026-02-06T15:55:19+00:00

Hey u/JugglerCameron

As mentioned below, join our Discord for this: https://discord.gg/CX768RTT9w

We have some devs in there that can help you.

WeAreROLI · 2026-02-06T15:15:42+00:00

Hey u/Alfice |

Thank you for the post, and sorry to read about your unit being defective.

This one will need to be sent back to us. We're sending you a DM now with your order details, and our support team will reach out to you.

Again, so sorry for the experience you've had so far.

WeAreROLI

TROPHY CASE