Warranty Work Question

[mps at usol.com]

Thank you to all for their honest answers...

The situation here is that when I tuned this piano the client told me 
that another tech. had tried to repair this key. The problem with the 
key is that sometimes it plays, others not.
On inspection it is evident that the jack is sliding too far side to side 
and not going completely under the hammer butt to allow it to play.
Upon pulling the action and whippen assembly, I can see that the 
birdeye at the jack flange is oval and jagged in shape. I'm thinking this 
is my problem and to correct this I should just replace the entire 
whippen assemblyand regulate this key.

The manufacturer has already sent me the whippen assembly gratus.

I will take the knowledgeable advice given here and put it to good use.

Thank you!
Mark


> On 11/2/06, mps at usol.com <mps at usol.com> wrote:
> >
> > 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.
> 
> Dear Mark,
>  I've read several others' replies and thought I'd add my 2 cents. I
> suggest you call the manufacturer's rep back and clarify with them
> your own policies. If that means (as others have suggested) a 
service
> call in which you evaluate the problem ($ X), and then calling the
> company on a regular business day to tell them your diagnosis and
> price for the actual repair ($ Y), getting them to confirm they'll pay
> you Y dollars to do the repair (and of course the X dollars for the
> diagnostic visit), you should be on very solid ground.
> Or you might give the rep a verbal quote based on what you're
> expecting to find, and plan on fixing it on Saturday. DON'T lowball
> your estimate because you may feel you want to "get in good" with 
this
> company, or because the  labor for hanging the hammers or making 
the
> key set was twenty-five cents in their Chinese factory!
> The manufacturer's warranty payment form may ask "if it is a factory
> defect or a defect in workmanship of a previous technician" for the
> most noble reasons: to improve quality control in the factory &/or in
> dealer prep. For example, are the hammers clangy and "like rocks"
> because that's the way they make them, or because some over 
zealous
> tech soaked them with way too  much plasic & acetone (or other
> hardeners)? A "nice", forward thinking company would pay you for 
your
> repairs in either situation. A chintzy one may try to weasel out of
> the situation, and suggest you bill the customer. IF they're 100% up
> front about this policy, there should be no problem -- you inform 
the
> customer by phone ASAP (before you go out to his place) that they
> *might* have a potential monetary liability.
> Last of all, are you certain you're competent at the job ahead? If you
> have any doubts, that would be where you might disappoint your 
client.
> If so, ask the list for advice, and search the list archives for
> appropriate solutions.
> Best wishes,
> Patrick Draine RPT
>