When a Godo piano is bad

[Ric Brekne]

Hi folks

In an off list converstation an interesting subject matter came up and I 
thought I'd put it to you all and ask your thoughts, then sit back and 
read the responses with out commenting. Just for my own edification.

Many of us have been in the situation where we are servicing a piano 
which presents some problems that require some form of warranty repair 
or compensation.  One situation in particular that I think most any tech 
who has been in would rather not find themselves in again is the case of 
a new piano sold which has serious problems that can not be addressed by 
the field technician.  There are a variety of scenarios that fit this 
general case for sure, but one very common denominator is the risk to 
the technician for being <<blamed>> for why the piano does not sound or 
perform well. 

My own thoughts are that if the piano is truly in such a state, then I 
call the customer in as soon as possible, explain what I believe is the 
problem and suggest they call the dealer or manufacturer. I want to 
involve the tech up the ladder right off because if I am convinced the 
thing is bad... then I am not at all intimidated by a tech from the 
factory showing up and trying to make the customer happy.  They will 
confront the same problem I did.  Sometimes I make this move on my own 
inititative... sometimes it comes up when the customer is checking the 
piano out after I am finished, sometimes its on a second visit. Depends 
on the problem, how I judge the customer... etc etc. whether I take 
initiative right off. 

I would like to hear your various strategies for dealing with the 
situation.... how do you go about covering your own butt as it were 
whilst attempting to look out for the customers interests and at the 
same time keep any negatives with the manufacturere/dealer to a minimum.

Cheers
RicB