[pianotech] crazy customer.. now baffling situation

[Ed Foote]

Greetings, 
        In this case, knowing a lot about pianos and very little about the electronic devices,  I would have referred the customer to the disc drive specialist for dealing with that problem, while keeping the piano maintenance for myself.  As I get farther along in this business, I am aiming to become as specialized as possible.  It seems to allow a higher fee, and focusses me on a narrower target that can be continually refined. 
    The piano is in no worse shape now than when you began the disc drive adventure, so you can't be held to blame for anything.  
regards

Ed Foote RPT
http://www.piano-tuners.org/edfoote/index.html



-----Original Message-----
From: Laura Olsen <ajoyfulsound at gmail.com>
To: pianotech <pianotech at ptg.org>
Sent: Thu, May 10, 2012 8:04 am
Subject: Re: [pianotech] crazy customer.. now baffling situation


I'm in a somewhat similar position as Paul and would love some feedback.
I was called to take a stuck CD out of the disc drive of a Piano Disc system on 
a Wurlitzer grand. The customers got the piano with the purchase of their home 3 
years ago.
When I arrived the disc was removed, but now the drive wouldn't accept any CD's 
and had an error message.
Knowing a local tech who installs PD systems, I removed the disc drive and 
brought it to him.  He did an upgrade on the software and kindly fixed the box.
I took it back.  Installed it.  While it would accept CDs now the system 
wouldn't work.
I brought it back to my friend who found I hadn't inserted a cord correctly.  My 
bad.  I took it back and installed it again.  Still didn't work.
My friend comes out to see the piano and realizes it's a pre 1995 system and the 
red light means it's turned on, not the green light.  He gets the system to work 
with a disc I left him.
The customers have a collection of CDs (that look really new) that they say 
worked when they first got the piano.  Only 1 CD works now (and it's obviously 
older than the rest).  The software has been upgraded,
but the hardware has not been changed.  
The customers want all the CDs to work.  I'm going back to see if the 
non-playing discs are indeed, piano disc discs or if they are damaged. 

But beyond this, what do I do?  They swear all the discs used to work.  My PD 
friend say if they don't play now, they never did.

I'd like to keep the customer and my reputation in my home town.

Any ideas on how to handle this?

Thanking you for your time and rather impressive expertise,

Laura Olsen



 

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