In a message dated 3/26/00 1:21:12 PM !!!First Boot!!!, kam544@flash.net writes: << I wouldn't allow an assumption you are at fault in this matter to be the initial issue. It seems to me that the first order of business would be to visit the site and examine the reported marks in the floor as requested by the customer with the same prudence you have demonstrated thus far. >> About 15 years a go my son and I picked up a Steinway grand for rebuilding from a customer who had a wooden floor. A day later he called and told me the casters on my dolly created long grooves along his entire living room. I couldn't believe it, because my dolly has rubber wheels. But I went a looked at the floor, and sure enough, on the entire length of the floor there were long grooves. But as I looked a little closer, I found a few things that puzzled me. First, the grooves didn't start at the point from where I moved the piano. They started about 5 feet from there. Then I noticed that there were two groves, and they didn't go in a straight line. When I moved the piano, the dolly went at kind of an angle, which would have created four grooves. The I noticed the grooves were not in the same line I remembered going when I took the piano out. I also could see that the distance between the two grooves were a little narrower that I thought my dolly's wheels were. So I got my dolly out of the van, and tried to get the wheels of the dolly to go in the groves on the floor. Guess what. They didn't match. It wasn't my dolly that caused the grooves. I don't what caused those grooves, but the customer quickly dropped his demands I pay for a new floor. There were other major problems later on with this customers, which caused me to change some of my policies to protect myself, but I won't bore you with those details. Willem
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