Piano dealers comments: My techie hat is in the corner. #1. The piano would not have left our store in this condition. #2 If a problem develops like this, I want to know about it so it can be looked after. #3 I really appeciate it if the piano tech comes to me first and makes me aware of the problem. This gives me the opportunity to go back to the customer and check the piano myself. Then I can deal with it with out getting the customer in a panic. #4 If I would do nothing, then the tech has an obligation to the customer, after all they have thought they have hired a proffessional. So they should be imformed. #5 My feeling of how field techs handle the problem, is a whole different issue. Panicing the customer on the first visit is not the way to handle it. It gets the customer up set, the dealer madder than a wet hen, so that can injure your business in the long term. #6 Deal with the Mfg. if you you are getting no cooperation from the customer. If they are aware that you are going to imform the customer on the next visit. they will pressure the dealer to respond. They will also appeciate your forwarned input. Working together to resolve the issue with out bad mouthing, and causing world war 111 is where it is at. Your customer is putting bread on your table, you have a moral responsibility to them. To have a CTE tell you to keep your mouth shut, came as a complete suprise to me. I strongly disagree with this kind of ethic. Is this is where PTG proffessional standards are heading? I hope not. It's how you handle the problem that is important. Not should you handle the problem. This not a used piano, and it does have a warranty. The warranty is there to safe guard the customer so initiate the claim. Roger Jolly Baldwin Yamaha dealer that has shipped more than a few pianos back over the years.
This PTG archive page provided courtesy of Moy Piano Service, LLC