responsibility

[Warren Fisher]

Greg, I don't understand how you can be in the middle.  It's the
manufacturers responsibility to repair or replace defective parts per
their warranty.  It's the dealers responsibility to create and keep a
satisfied customer.  It's your responsibility to report defects to the
dealer when you find them (if you have a business relationship. If not
it would still be a courtesy).  The dealer will call the manufacturer
requesting repair.  If he doesn't get it, he will have to foot the bill
for your work.  If he refuses to pay, you then request that he tell the
customer of his decision.  If he refuses to do that, you put on a sad
face and report this to the customer and quote your reqular price for
the repair.  At this point you have done all you can.   Step back out of
the way and watch them go ballistic!

These problems are not new, Greg when I started 25 years ago, the pianos
were coming in 50 cents flat and with a lot of problems.  I usually
absorbed the pitch raise, but I repaired sticking keys and other new
piano problems at the same hourly rate as the discounted tunings and
added them to the dealers bill.  Once in a while they would question
something, but mostly just paid them.  Most of the manufacturers
involved are no longer in business!

Hope this helps,

Warren

Greg Newell wrote:

>     I am now, once again, (how do I get into these things anyway) in the middle of a
> skirmish between the manufacturer, the dealer, and our mutual customer.  A piano was
> sold which inside of 2 1/2 years of it's date of manufacture has developed some 
> minor clicks and general light noise in the action noticable on light playing. 
> During inspection and general toying around with it I found that a majority of the 
> hammer flanges are pinned with the right side bushing looser than the left and with > the end of the pin on the loose side slightly discolored (blackened).  This is 
> complicated by an obvious lack of proper regulation and or prep before delivery. 
> Finally, this animal is voice to wake the dead!

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Warren D. Fisher
fish@communique.net
Registered Piano Technician
Piano Technicians Guild
New Orleans Chapter 701