This is a multi-part message in MIME format. ---------------------- multipart/alternative attachment Wim, I think there is a lot of grey area here. I find it very = interesting to read contrasting responses to this topic. Regarding the = following thought you have expressed: "The customer has played the=20 instrument and apparently is satisfied with the sound he is getting. So = why=20 bring up something he hasn't had a problem with? " Could I not take this one step further: have you ever suggested to a = client that they consider voicing their rock-hard hammers? - have you = suggested that they regulate the action to make the piano play more even = and responsively. Might not loose bridge pins (that are under warranty = and would presumably cost nothing to fix now) follow the same thinking? Some of the posts on this thread have clearly pointed out that there are = quite a number of ways of looking at such a situation and a number of = different paths to pursue anything related to it. Thanks for your input = Wim. Terry Farrell =20 ----- Original Message -----=20 From: Wimblees@AOL.COM=20 To: pianotech@ptg.org=20 Sent: Sunday, September 09, 2001 2:39 PM Subject: Re: Killer Octave - Warranty Issue? In a message dated 9/9/01 12:31:38 PM Central Daylight Time,=20 baldyam@sk.sympatico.ca writes:=20 Your customer is putting bread on your table, you have a moral=20 responsibility to them. To have a CTE tell you to keep your mouth = shut,=20 came as a complete suprise to me. I strongly disagree with this = kind of=20 ethic. Is this is where PTG proffessional standards are heading? = I hope=20 not. Roger,=20 This has nothing to do with being a CTE. Please don't use that in your = arguments. I said what I did as a piano tech (RPT) with 25 years = experience,=20 not as a CTE with 15 years giving exams. It is fine that you disagree = with=20 me. I don't mind at all. That is what makes this forum interesting. = But don't=20 bring other subjects into the arguments.=20 The comment of PTG Ethics is interesting. Our ethics state that we = should=20 keep the best interest of the customer in mind. The question is, are = we=20 keeping the best interest of the customer in mind when we mention = possible=20 problems with their newly purchased instrument, or are we keeping our = own=20 best interest in mind, by dazzling our customer with knowledge, = knowledge=20 that perhaps the customer doesn't want to know? I think one problem = less=20 experienced techs have is trying to impress customers with the amount = of=20 knowledge they have. My opinion is that we should keep our knowledge = to=20 ourselves until it is asked for. In the case of the possible = soundboard=20 problem, or the wild string problem, if the customer hasn't noticed = it, then=20 it is not a problem, and we should keep that information to ourselves. = Perhaps we can share it with the dealer, or even the manufacturer, = that we=20 noticed a problem with wild strings, or a lack of power in the killer = octave.=20 But then let it go. It is not our problem. =20 I t's how you handle the problem that is important. Not should you = handle=20 the problem. This not a used piano, and it does have a warranty. = The=20 warranty is there to safe guard the customer so initiate the claim. Before we tell the customer of the "possible" warrantee problem, = shouldn't we=20 first talk to the dealer and/or manufacturer, before we mention the=20 "possible" problem to the customer who isn't even aware of the = problem? The=20 lack of power and wild string issue we are debating is not a hidden = problem=20 that could become a major defect later on. The customer has played the = instrument and apparently is satisfied with the sound he is getting. = So why=20 bring up something he hasn't had a problem with?=20 Now if you discovered a crack in the plate, or loose hammer flange = screws, or=20 another problem that could become a bigger problem down the road, that = I=20 think we should bring to the customer's attention. But only to the = point that=20 the customer should be told to go the dealer. I don't think this is = something=20 we as technicians should be doing. We can help, when asked, and we can = even=20 offer the dealer to fix the problem. But again, we should not be = acting as=20 the customer's agent, and especially not to initiate action.=20 Wim=20 ---------------------- multipart/alternative attachment An HTML attachment was scrubbed... URL: https://www.moypiano.com/ptg/pianotech.php/attachments/82/ee/13/91/attachment.htm ---------------------- multipart/alternative attachment--
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