Kawai warranty question

[Don Mannino]

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Tom,

Wear items like key bushings would not be covered under a manufacturer's 
warranty.  The warranty is there to protect against factory defects, not 
wear items.

When you do have a warranty problem with a Kawai, it is very simple to get 
help.  Call (800) 421-2177 and ask for piano service, let them know the 
piano model and serial number to check warranty status, and if Kawai is 
going to pay for the work then they will send you a warranty claim form to 
submit for payment.

Don Mannino RPT
Kawai America (but not in the service department any more)


At 06:23 AM 4/4/2005, 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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