Warranty Work Question

[piannaman at aol.com]

Mark,
 
It usually depends on who asks me to check out the problem.  If it's the store where the piano was purchased, I will bill them.  If it's the manufacturer, it's their baby.  If the manufacturer's willingness to pay for work done is questionable, or if contacting the manufacturer's rep proves impossible, I will bill the customer.
 
In your case, the implication that another tech may somehow be involved in causing the problem raises questions about whether the customer should be responsible for payment.  Have you seen the piano?  
 
Good luck,  
 
Dave Stahl

-----Original Message-----
From: mps at usol.com
To: pianotech at ptg.org
Sent: Thu, 2 Nov 2006 9:09 AM
Subject: Warranty Work Question


Greetings...

I am scheduled to repair a piano for a client of mine. I was just 
informed by them that it was to be paid by the manufacturer/dealer. I 
was contact via phone with the manufacturing company and they have 
sent me a form in which to fill out for this repair.
Now the question...
I have a very good business reputation with this client and would hate 
to lose them. I am prepeared [even have scheduled a date, (this 
Saturday) to make the necessary repairs]. But if the company tells me 
they can't pay me after all, I am out the money. If I don't pull through 
on repairing this piano, I could potentially damage an otherwise good 
business relationship with a client. I am well aware that this is a word 
of mouth business.
What would you do?
Also, this warranty form I need to fill out is asking me to make the call 
if it is a factory defect or a defect in workmanship of a previous 
technician. I DO NOT want to point fingers at anyone!
What is a new technician to do here?  So many variables I guess.

Thank you for your time

Mark

Mark's Piano Service
mps at usol.com
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