Kawai warranty question

[Avery Todd]

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Tom,

Since no one else has responded to this, I'll stick my nose in! I don't 
know if this type of thing would be covered under warranty or not. I doubt 
it. But, I do know that Kawai will bend over backward to help you. They've 
done it for me several times! I haven't developed a relationship with Nick 
yet (but I need to). However, I've known Don for years and he's really 
helped me a LOT! Many times! All I can say is, ask their advice about what 
to do! Believe me, they won't screw you! :-)

Avery

At 08:23 AM 4/4/05, you wrote:
>List
>
>I service a Kawai grand, model number not at hand right now, that is 10 
>years old.  This piano is owned by a piano teacher and she uses it for her 
>lessons, so it does get heavier use than most home pianos.  Still, I am 
>surprised at how poorly it was fared.
>
>Key bushings are completely worn and need replacing.  Dampers lift 
>immediately upon depressing the key.  The damper lift, I am going to 
>remedy next week, but I wonder if the key bushings are something that 
>would be covered by a warranty.  (She couldn't find the warranty when I 
>was there, but hopefully will have found it by the time I return next week 
>to regulate the damper lift.)
>
>I would think Kawai would warranty their new pianos for some length of 
>time.  But even should the warranty still be in place, would key bushings 
>be covered?
>
>Having been in the business for only 6-7 years, I'm not really sure how 
>long key bushings are supposed to last . So maybe it's unrealistic for me 
>to expect them to last longer than 10 years.  Please straighten me out on 
>this if my expectations are off.
>
>And unrelated, really, to the above:  let's say that a Kawai did have 
>something that needed fixing that was covered by an existing 
>warranty.  How would you go about getting Kawai to cover the cost of the 
>repair? Or even agree to have the repair done?  Why would they trust my 
>opinion that the key bushings (or whatever) needed replacing?  Would I 
>have to produce some evidence to prove it?   I've never had to do any of 
>this before.  And yes, I could probably call Kawai and get an answer, but 
>then, as a hypothetical question at this point, I wouldn't want to bother 
>them with it.  Certainly someone here has done warrantied repairs: how is 
>it arranged?
>
>Thanks,
>Tom Sivak
>Chicago Chapter PTG Associate

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