petrof warranty question

[Avery Todd]

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Tom,

That sounds like a classic case of CYA! :-D

Avery

At 11:45 AM 9/9/05, you wrote:
>I know that Geneva likes to handle warranty issues through their 
>dealers.  I`ve had an issue pending since last Nov.  I got the "run 
>around" for about 5 months....last I knew, after the new part had 
>been on it`s way a couple times, they decided to send a tech from 
>the dealer out again to look at the offending part.
>Tom
>----- Original Message -----
>From: <mailto:Tvak@aol.com>Tvak@aol.com
>To: <mailto:pianotech@ptg.org>pianotech@ptg.org
>Sent: Friday, September 09, 2005 9:30 AM
>Subject: petrof warranty question
>
>List
>
>I've never had to do a warrantied repair outside the confines of the 
>dealership for which I have worked, and they always take care of any 
>paper work or protocol.    In fact, they usually hear from the 
>client, send me to the client, and pay me directly.   So I've never 
>had to deal with the manufacturer directly, nor another dealer with 
>which I have no relationship.
>
>Last week, a longtime client of mine with a Petrof grand reported to 
>me that she had a broken agraffe.  (I have not seen the agraffe, but 
>we talked on the phone, and it's clear that's what happened)  So I 
>called Geneva International and ordered a replacement agraffe and 
>asked them about whether this was a warrantied item.  (The piano was 
>purchased in 1999.)  He wasn't sure, in that agraffes never 
>break.  At least, not all by themselves.  He advised me to call the 
>local Petrof dealer where the piano was originally purchased and 
>inform them of the problem.  He thought they might be able to 
>contact Petrof and get my client reimbursed for the labor.
>
>So I called them and described the problem.  They told me they'd get 
>back to me later in the day and never called back.  It's been two days now.
>
>So...what's the correct procedure in a situation like this?  Is 
>there a means by which I could talk to Petrof directly?  (I am Czech 
>by heritage, but don't speak...)  Should I advise my client to 
>contact the dealer and let them do the repair, warranty or not?
>
>Anybody ever hear of an agraffe breaking all by itself?
>
>Tom Sivak
>Chicago

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