This is a multi-part message in MIME format. ---------------------- multipart/alternative attachment OK, Let's start at the top. How did this customer locate you? Dealer referral? Other referral? Why isn't the piano holding a tuning attempt? Was it loose pins? Or = was it a more insipid problem? Or a combination of problems? I think all you can honestly do right now is to ask the customer whether = or not a technician had been consulted before making this purchase [most = likely not], and invite the inevitable question, "Should I have asked = you first ...?" Then put on your best bedside manners and tell her = about your observations about this Belarus product. Let the customer = come to the conclusion that the "deal" was not what it had been hoped to = be. As others have said on the List, do not take on the legal logistics of = this case. Let the customer blow the dealer out of the water on this = one. (The fact that the customer is the one who is putting on the heat = may have a greater impact on the dealer than if it had been the = technician.) However, there is nothing wrong with being a technical = consultant working on behalf of this customer. Be prepared to answer = any questions, but don't be the one to start the business fights. For what 2 cents is worth Z! Reinhardt RPT Ann Arbor MI diskladame@provide.net ----- Original Message -----=20 From: Roy Ulrich=20 To: pianotech@ptg.org=20 Sent: Thursday, June 06, 2002 9:22 AM Subject: Re: Belarus The dealer is sending another tech to try to "fix" the problem and = hinted that there is a procedure to tighten the pins with a chemical = solution, i.e. he's apparently suggesting doping the block. I think = that's preposterous and that the dealer should either replace the = instrument or refund the money - that doping a new piano is absurd. It may help you to know that this "dealer" used to have a store, has = never negotiated a price for warranty tunings, and in the past, had = offered the unsuspecting customer a certificate up to an amount that = never came close to covering the tuning and mileage. The past couple of = years he's selling "Shubert's" out of his store basement while renting = out the upstairs to someone else with an unrelated product.=20 >><< Er, uh, I might not have phrased the question properly; as a matter of = fact, the customer HAS asked me to be involved. This is a rather unique = situation, as the "other guy" is coming from about 100 miles away. = Should the customer have to keep this PSO, I'll in all likelihood be the = one who has to service it in future years.Whether or not getting = involved at this point is part of my job description, I disagree. I'm = self employed. My job description is what I say it is, and when an = alledged dealer is trying to pull a fast one, I'll step up to the plate = for the customer. Personally, I believe that it is our responsibility = (to a point) to defend the uninformed customer against consumer fraud. = 99% of my new business is as a result of word-of-mouth referrals because = to some degree my customer base has come to trust me to do a good job = and be honest with them. I can't change that tactic after this many = years of success. This is akin (in my opinion) to buying a new car with = a leaky radiator and the dealer offers to put a can of "Stop Leak" in = the system and send you on your way.... At any rate, the question was: Does anyone on this list see doping a = new instrument as an appropriate repair for a NEW piano that will not = hold a tune? Thanks Roy Ulrich ----- Original Message -----=20 From: Wimblees@AOL.COM=20 To: pianotech@ptg.org=20 Sent: Wednesday, June 05, 2002 5:42 PM Subject: Re: Belarus In a message dated 6/5/02 5:21:01 PM Central Daylight Time, = ulrich@rangenet.com writes:=20 I've been tuning and restoring for 17 years and never had a = situation like this come up. Your thoughts will in all probability be = greatly appreciated. Thanks in advance!=20 Roy Ulrich=20 Roy.=20 This may seem harsh, but your job is to tune pianos, not to = negotiate conflicts between customers and dealers. Unless the customer = asks you to intervene on her behalf, (and pays you to do it), I would = suggest you stay away from any dealings between the customer and the = dealer. Let the dealer send someone else to "fix" the problem. If the = customer is satisfied with the results, that is her "problem." If she is = still dissatisfied, it is her responsibility to do something else about = it.=20 Again, this might seem harsh, and I know it is very tempting to step = in and help your customers. But unfortunately, it is not part of our job = description. (again, unless she specifically asks you to help her).=20 Wim=20 ---------------------- multipart/alternative attachment An HTML attachment was scrubbed... URL: https://www.moypiano.com/ptg/pianotech.php/attachments/9d/9f/5c/88/attachment.htm ---------------------- multipart/alternative attachment--
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