Hi, Mark: I wouldn't worry about losing the client. They will appreciate your attempt to service their piano. The first thing is to understand who you are working for. If you are being paid by the dealer or manufacturer to address the problem, you will be working on their behalf. Don't take the side of the customer against the dealer or manufacturer unless you plan never to work for the them again. Just identify the problem, make a recommendation, and see what is going to happen. You should make sure the dealer knows that you will be charging them for the service call if the manufacturer refuses the repair. The customer should not pay for this. Then you are covered for your time. If you say that the repair is a defect in manufacturing, you can bill the manufacturer for the repair when you're done.. If you say it's an improper repair by someone else, the manufacturer will refuse. In that case call the dealer and tell them what you have found. Don't do anything without authorization. Otherwise you WILL eat it. If the dealer refuses to pay for the repair, let the customer know. Let the customer deal with the problem in that case. Don't get in between the customer and dealer. I assume the piano was sold as new. If this is a used piano, all bets are off. In that case, it depends upon the agreement with the dealer and the customer. Can you give more details about the problem? It would help to know more. Best, Paul McCloud San Diego ----- Original Message ----- From: <mps at usol.com> To: <pianotech at ptg.org> Sent: Thursday, November 02, 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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