Mark, I installed and maintained hardwood floors before becoming a piano technician. I would recommend you contact your agent, have an estimate made by a professional, and let the insurance handle it. If you refund, you are out both your fee and insurance premium. If it was a pine or other soft floor, it is possible that the marks were made by the tilter in the process of tilting. It is also possible the damage is minor finish damage(especially if it is poly type finish). Normally this type of damage is repairable without refinishing an entire area. In any case, your insurance carrier should do whatever they have to do to make your customer happy. From what you describe below, I doubt the piano could have been moved without damaging the floor, even if you had a helper. This is an excellent opportunity to find out if your insurance company provides the coverage you are paying for. Best, Dale Dale Probst, RPT Institute Director, TEAM2000 PTG Annual Convention Arlington, VA--July 5-9,2000 email: wardprobst@cst.net (940)691-3682 voice (940) 691-6843 fax TEAM2000 website: http://www.equaltemperament.com/PTG/ -----Original Message----- From: owner-pianotech@ptg.org [mailto:owner-pianotech@ptg.org]On Behalf Of bases-loaded@juno.com Sent: Sunday, March 26, 2000 5:57 AM To: pianotech@ptg.org Subject: A question of liability -Thanks Thanks to one and all for the array of perspectives on this situation. Each post has helped clarify my position. It would seem that there are as many approaches as there are people, eh? I do agree that, whether or not I am "at fault", this would obviously NOT have happened if I had never entered their house, so in that way I am at least the central character in this bad play, and as such, it is time for me to deliver some good lines. Some lines that will make the others characters happy. The location of this piano was problematic in that bookshelves were perpendicular to it at the bass end, requiring moving the piano parallel to the wall it was on to get it out from behind the bookshelves at the bass end. Then, it had to be moved away from the wall enough so that it could be pivoted 90 degrees, keys now facing bookshelves. This was the only way a tilting truck could be employed. I have a hard time picturing a floor covering that could have been used that would allow one person to accomplish this relocation. I guess I have lived a charmed life, inasmuch as I have done this countless times in 22 years with no apparent problem. Potter luck, I guess... I certainly will think twice in the future, though, before performing this "piano dance" on non-carpeted floors. I am curious as to how some of you approach this. Or do you just avoid it? I am following the path championed by JimB in that I am letting the personality and mood of the customer help determine what steps need to be taken next. She has always seemed like a reasonable person, and one that I have a pretty friendly relationship with, as customers go. Also, the fact that she asked me to "stop by the next time I'm in the area" tells me that they are not going ballistic over there. I am also strongly in Jon Page's camp in that I am refunding her payment for the services rendered as a starting point. And should the floor damage not be repairable and she is willing to accept an alternative compensation, I will offer a couple free tunings or whatever will make her happy, within reasonable parameters. Hopefully lawyers and agents can be left out of the equation. I like to think that reasonable people can work things out. It is true that that requires two reasonable people to accomplish, and so far I remain hopeful that exists here. However, I will be checking with my agent ahead of time to get an idea of where I stand with them so that I can approach the customer with am informed perspective. What is also true, though......In another scenario, I might go straight to a lawyer before doing anything. I will let you know how this plays out. Thanks again for your input. Mark Potter bases-loaded@juno.com
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