Mark, in my short tenure in this business I have only run into this type of dilemma once. The dealership offered to take back the instrument provided the owner paid the movers (2nd floor..not an easy move). The result was the owner upgraded to a much better Grand and turned into a very happy customer. In your case, I would suggest having another technician take a look at her problems(at the dealer's expense, since the 'problems' still exist?) and see if someone else can't remedy the problems. If the 2nd person is unable to solve her problems, provided that there really IS a problem, then I feel it becomes her issue. It is possible that she may not know what it is she needs from the instrument and is unable to communicate that to the store's tech..been there many times myself. I've cut a few teeth learning how to communicate with 1st time piano owners. Mark, since you're writing about this and you haven't seen the piano, maybe you could see if you can cure what ails her? I have learned rather quickly that dealerships are in the business to move product. Most of them follow warranty issues to the letter, and best to my knowledge, a return of product in this business is pretty rare. In a case like this, it would be 'nice' if the dealership took an understanding stand in trying to remedy the problem..but according to what you wrote, 3 visits in 9 days, with my experience, constitutes a breakdown in communications somewhere. Keep us informed. Phil
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