Warranty Work Question

[J W Stein]

Mark,

I noticed your post.  It's a dilemma you're in...but I have been in similar 
situations.   I would explain the situation to the customer.....maybe even 
suggest that they contact the company since  the piano is under warranty. By 
all rights, they shouldn't have to pay for warranty work.  If they insist on 
you  doing it, then perhaps it would be best to suggest they contact the 
company and get ok for their tech (You) to do it.  Then they should get an 
ok from company to send your bill to company for reimbursement.   Thus, they 
pay you, and company pays them. Make sure everything is satisfactorily 
agreed to with all parties in advance.

If you are honest with them, then they should respect that.   In fact, most 
important is honesty.

Good luck and best.

Jon



----- Original Message ----- 
From: <mps at usol.com>
To: <pianotech at ptg.org>
Sent: Thursday, November 02, 2006 12:09 PM
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
>
>
>