James, Mark Wisner represents Kawai USA. I have done a couple of warranty jobs for him since he joined that company, and have been very impressed with his/their efficiency and integrity. They support their customers, and they support the techs in the field. Mike James Grebe wrote: > I do not remember what company Mark works for but he shows what > intelligence, fact, and sense of order he has. That is what makes a > good rep. > James > James Grebe Est. 1962 > Piano Tuner-Technician > Creator of Custom Caster Cups > Creator of fine Writing Instruments > www.grebepiano.com > 1526 Raspberry Lane > Arnold, MO 63010 > (314) 608-4137 > Become what you believe > ----- Original Message ----- From: "Israel Stein" <custos3 at comcast.net> > To: <pianotech at ptg.org> > Sent: Wednesday, October 28, 2009 7:59 PM > Subject: [pianotech] Don't work for this manufacturer > > >> >> >>> Wednesday, October 28, 2009 5:30:45 PM GMT -08:00 US/Canada Pacific >>> Mark Wisner wrote: >> >>> In the case Israel relates below, it seems like the proper thing to >>> do would be to notify the >>> manufacturer that you have discovered a defect that you believe >>> should be covered and >>> corrected under warranty. If the maker agrees, they'll authorize you >>> to do the job, then you >>> send them the bill when the work is done. >> >>> It's certainly possible that I've misunderstood what Wim wrote >>> earlier, but as I recall the dealer >>> asked Wim to do the job and send the bill to the manufacturer, >>> without it ever being authorized. >>> You usually don't get to spend someone else's money without them >>> saying it's OK first. >> >>> Mark Wisner >> >> Excellent point, Mark. It underscores the idea that as professional >> practitioners we need to understand routine, widespread business >> practices that are commonplace in the service business world. This is >> what mechanics and repair people of any sort do routinely, and I >> don't know why it should present such a difficulty for piano >> technicians. It's something that you learn how to do, and every time >> you deal with a new company, you learn what their process is, whom to >> talk to what information they need, and how to avoid unnecessary >> hassles. I should think that classes in this would be unnecessary - >> it is just so common sense - but perhaps "common sense" belongs to >> the same class of phenomena as the English Horn and the Holy Roman >> Empire (for you history mavens...) >> >> Israel Stein >> >> >> >> >>>> Greg, >>> >>>> Good for you. But it isn't quite that simple. What would you do in >>>> a case that you find a serious warranty issue in a new piano that >>>> the new owner isn't quite aware of? Say - backchucking (pulley) >>>> keys. It doesn't bother them now - but sooner or later their >>>> checking will go to hell, and the keys will get noisy. Too soon for >>>> the age of the piano - but probably after the warranty expires. So >>>> you are going to tell the owner about this - and charge them a >>>> fairly steep fee to fix it right - and make them chase the >>>> manufacturer for the cost? Good f.....n luck, Greg. Most of the >>>> time they'll think you are trying to pull a fast one on them. OK, >>>> so you'll just keep your mouth shut and not say anything, right? >>>> Would that be ethical? >>> > >>>> There is more to the business of piano tuning than just doing the >>>> work and collecting the fee. If we want to be treated like >>>> professionals, we need to behave in a professional manner - which >>>> sometimes means dealing with manufacturers and other large >>>> companies, and jumping through whatever hoops they make us jump >>>> through in order to protect our clients' best interests. And >>>> sometimes it's a hassle - but hey, that's all part of the business... >>>> >>>> Israel Stein >>>> >>> >>>>> -----Original Message----- From: pianotech-bounces at ptg.org >>>>> [mailto:pianotech-bounces at ptg.org] On Behalf Of Mark Wisner >>>>> Sent: Wednesday, October 28, 2009 10:21 AM >>>>> To: pianotech at ptg.org >>>>> Subject: Re: [pianotech] Don't work for this manufacturer >>> >>>>> Wim wrote..."I hope that this episode will be a learning >>>>> experience on Samick's part..." >>> >>>>> Wim, I've no doubt Samick, and Ms. Jones, have learned something >>>>> from this experience, but I suspect the lesson they learned wasn't >>>>> the one you intended to teach. >>> >>>>> The "learning experience" with Samick could have been avoided by >>>>> following a rule I learned a long time ago (the hard way) which >>>>> is: Whoever requests the service pays the bill. For example; When >>>>> a party requested that I submit my bill to a third party for >>>>> payment I'd ask if they were confident that the third party will >>>>> pay the bill in a timely fashion? And when the inevitable "yes" >>>>> response followed, my reply was along the lines of "Fine, then you >>>>> won't have a problem getting reimbursed". >>> >>>>> Mark Wisner >> >> >> > >
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