Hi Tom,
Sometimes things can slip by with a manufacturer. Getting larger orders out to numerous dealers can be challenging. A good dealer is the final step in quality control and always has the customer's back with issues. If you've tried all these strings and the intonation is off maybe it needs to be replaced for you. If you bought it from us I would be a little embarrassed it passed QC/setup but things happen and we would replace it at no expensive in a timely manner including and shipping cost. You have enough instruments and strike me as someone who knows something is off. If your store won't take care of it I will make sure Koolau does. And if it was through us, don't even bother with the forum. I'll take care of you.
Every company will have customer service issues to take care of. Part of going with a reputable company is the knowledge that they care about your needs as a musician and appreciate that you have invested in their product. No good maker wants faulty products to even exist on the market. But sometimes mistakes slip by. The new Pono factory is much better than previously. So far only 3% defective or blemished and sound is much more open. I think the struggle and time overseas is paying off, but no production line is perfect. Bottom line is - #1 Your store should replace it or exchange it, #2 Koolau will replace it, #3 we will replace it if number 1& 2 don't work.
let me know if you need assistance. contact info below. if ever need my cell is (808)781-9168 -aloha-