Warranty on Rebuilding

[Joel Rappaport]

Lorlin & List:
We have never given a formal warranty for rebuilding projects.  First of
all, we provide good references before the job is taken on and encourage
the prospective client to contact those references.  Secondly, we
virtually always include in the rebuilding price a trip to the site
where the piano will be after it is rebuilt.  This allows us to give
that "special attention" to the client that we feel they deserve and
allows us to put the finishing touches on a rebuilt piano in its home
environment.  And lastly, if WE do not like something at this service
call or hear about any displeasure from the client in the next few
months, we take care uf it at no charge.  We've changed voicing, changed
the fallboard felt to another color and even changed hammers in a
concert instrument.  Believe it or not, we have repeat customers for
large grands because of the service, I believe.  OK, maybe we are not
making mounds of money, but we do deal with a lot of happy piano owners
and that is worth it in our opinion.
Regards----Joel

Lorlin D. Barber wrote:
>
> An interesting question has recently come up from a prospective costomer on a
> rebuild. "Do you give a written warranty on your work?" I have in the past
> always assured satisfaction guaranteed, but in this case a specific time
> period of warranty is requested since new pianos carry them.
>
> I see the advantage of a warranty from both sides. If a customer has a
> complaint, they will then tend to contact the rebuilder first which gives the
> rebuilder the opportunity to resolve the problem and avoid missunderstanding
> and bad PR. Many states carry an "implied warranty" law. This is usually for
> merchandising (i.e. selling of goods) instead of upgrading or
> remanufacturing.
>
> I would like to provide a defined warranty that protects my work from
> uncontrollable circumstances such as extreme climate changes, etc. Has anyone
> written up their own warranty or taken a different route to assure
> prospective customers of your long term credibility?
>
> Thanks much!
>
> Lorlin B, RPT