not factory update and tech/dealer

[Guy, Karen, and Tor Nichols]

List,
	Well, as so often happens, threads on the list can intertwine, combine,
and otherwise get a little kinky.	

	As an update to the "not quite factory" thread that generated an education
for many (like ME!), I've got the following info from the owner of the
recording studio:
		Turns out that the KG's 'regular' tuner got back to town, and returned
the owner's messages. The tuner told the owner that, back when he (the
tuner) worked for the KG store, it was their custom to install the bizzare
little spring-o-matic soundboard savior on EVERY new Kawai grand that
arrived in our little corner of cactus and rock. Said that it was to
prevent loss of power due to the extreme dryness. Huh? Oh well, now the
owner is satisfied that the "insta-bearing" thingy (as per D.ilvedson) was
standard issue, and therefore  his un-voiced, under-maintained, RECORDING
studio grand must be just hunky-dorey. You can't educate everyone.

	Now, this whole thing kinda ties in a little with the "tech/dealer "
thread in a couple of ways. Before I opened up my retail operation, I just
did service/restoration. (in a BIG way) We had nothing but trouble with the
KG dealer when it came to customer concerns or complaints. If we called the
dealer about a condition that needed to be fixed, the dealer would not
authorize us to do the repair and get paid. He (the dealer) would always
tell the customer that they would have to have HIS tech come and do the
work, if it was really needed.
The factory, of course, would say the same. In other words, the dealer
would de-edify OUR capabilities, no matter what. This is where a lot of the
current thread is right on, as in Ed Footes' comment:

" Never, Never, Never compromise your relationship with the customer !!
 Your long term job security rests with a clientele that trusts you to look
out for their best interests, not with simplifying a dealer life by keeping
quiet about bad work.  Your job is to make sure the customer is aware of
their piano's needs.    If that doesn't sit well with the store, then it is a
store/customer thing, but tough!  Maintain your integrity, standards, and
prices.  Everything else will sort itself out around that."

	It's so true, that sometimes it's up to the customer to get re-imbursed,
not us.(the outside tech) In some cases, I would tell the customer that
they were the only ones that could get anything out of the dealer, and that
tack always seemed to work. The dealer, who IS responsible in most cases,
is much more likely to try to satisfy the buyer than the tech. So charge
for your work, and let the customer carry the note, so to speak.

	Now that "I are the dealer, yup-yup", I better understand the workings of
manufacturer warranty liabilities. Some are good, some aren't. A lot
depends on how you approach the factory rep.(if you can find him) I've had
a major manufacturer EXCHANGE a couple of pianos for stuff that only the
customer disliked, (not true mechanical/integrity type problems), but
haven't even tried to get paid or reimbursed for certain problems that may
have added a couple of hours to the prep time, or even involved hours of
repair. Most of that really is up to the dealer,as per the agreement the
dealer signed with the builder, and by informing the manufacturer in a
timely fashion the dealer can help the builder track down the problem 'on
the line'. 

	My service biz is more than two of us can handle, and retail is, uh, not
always real satisfactory. Retail is more vulnerable that the residual-type
ongoing service base. Market influences and all that crap.
BUT......providing a better grade piano, recital facilities, and community
music related support is worth the trade-off of having to put up with the
vagaries of retail trade. I think. Ask me again in a month or two.

	Anyway, I think a major point to be made about tech/dealer relationships
is that there is NO need to "throw stones" at the dealer or his tech, when
talking to the consumer. None. There is always a tactful way to suggest
that the piano could use improvement, and who pays is not the true
priority. You charge for your services, and in doing so establish your
value. I told the recording studio owner to check with his regular guy, and
he did, and he was very well snookered into believing that there was
nothing wrong. What was my response when he informed me of
this?........."Amazing. Let me know if there's any way I can be of help in
the future." 

	Sorry this rambled on so long, back to work.

Guy


Guy Nichols, RPT
nicho@lascruces.com
	"Irreversibility is the mechanism that brings order from chaos"
						Prigogine