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I would call, fax, and write a letter and mail it. I would send it w tracking as certified mail with signature of receipt confirmation requested. I don't know that email is best, i didn't post an email so i'm not sure what you used but best to actually speak w someone live on the phone or send the letter first then call. If that fails, i would call a local certified dealer for Kawai and Shigeru and inquire there, the sales rep or manager would likely have access to a way to look up the information.