Who gets the bill?

[David Ilvedson]

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Dave,

Hopefully you have a relationship with the dealer.  I'd call the=
 dealer immediately at the customer's home once the problem is=
 discovered and get his input.  Something to consider in the=
 future...but I'd still bring the bill to the dealer.   

David Ilvedson





Original message
From: 
To: 
Received: Thu, 24 Feb 2005 00:58:06 EST
Subject: Who gets the bill?


The scenario:  middle class couple buys expensive German grand=
 --after weeks of haggling with dealer (who I happen to contract=
 for--for a low price.  
 
First tuning July 2004, paid by dealer.  No problems with piano.
 
Second tuning 6 months later(January 2005): I notice that some=
 weak repetition springs are causing action problems.  I increase=
 tension on a few, but am limited by time.  Problems seem to be=
 cured.
 
Yesterday:  Call from customer complaining that 10 year  old son=
 is having trouble with certain notes on Fur Elise not repeating.=
  I arrange a time to check out the piano today after my last=
 job, which is fortunately only about half a mile from his=
 house.
 
When I arrive at the domicile, I find that rep springs are so=
 weak, that they can't even come close to holding a hammer line. =
 I set about doing a blanket rough regulation of them when I=
 notice that the problem still exists in some of the notes I've=
 already done.  So I check balancier height.  Repetition levers=
 are below the tip of the jack!  So I do a blanket regulation of=
 the balancier height, and voila, problem is gone.  I reset=
 hammer line and start to make out a bill.  
 
Here's the question:  who do I give the bill to?  I don't feel=
 it's the customer's responsibility, as it's virtually a new=
 piano, with no environmental factors involved that could=
 possibly cause such changes in regulation as to render the piano=
 virtually unplayable.  Should it be the dealer, who really=
 doesn't prep the pianos particularly well?  Normally, this=
 particular brand comes into the store in very good shape with=
 need for only minimal tweaking.  And given the price paid by the=
 customer, the store was likely even less inclined than normal to=
 service the piano thoroughly.  
 
Should it be the manufacturer?  How far does their responsibility=
 go?  
 
Though I generally prefer to go through the manufacturer, I'm=
 inclined to give the bill to the dealer and let them discuss=
 financial responsibility with the manufacturer.  The bottom line=
 is, I don't really care, as long as I get paid.  
 
What think you all?  Thanks for any thoughts, ideas, revelations,=
 and other bursts of insight!
 
Dave Stahl
 
 


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