Good discussion here huh? Copula things we need to keep in mind when decicing to "tell the customer" or not............. First thing we have to do is determine who the customer is. Is it the dealer or the consumer? If 'your' customer is the dealer than any comments to the 'consumer' other than what is needed, for you to do what you were hired to do, are probably out of line. This does not mean that you ignore any possible "warranty problems" what it does mean is that you make the 'dealer' aware of them in full and as soon as practicable after their discovery by you. To do otherwise puts you, the technician, in an untenable position both from a practical economic standpoint and possibly from an ethical standpoint. This point can be twisted and turned any way you want to with all the "coulda", "shoulda", "woulda" and "poor customer" sentiments that anyone would care to use.....but the fact will remain that it ain't your job 'yet'. I am not saying to ignore any real problems with any customers'/consumers' instrument....... what I am saying is that you owe some loyalty to 'your' customer and the way to show that loyalty in these cases is to report any and all 'real' or 'potential' warranty issues 'fully' to the dealer first and give them and opportunity to rectify the situation.......to do other wise is unprofessional.....period. Warranty issues are between consumer/dealer/manufacturer and while we as techs have a role to play, telling the consumer what a lousy piano they have without first discussing/urging the dealer about it is 'not' that role. There are two types of issues involved when your customer is the 'dealer'. One is when the "problem/issue' is raised by the consumer...the other is when you have discovered a potential warranty issue. In the first case we should try to discern whether the consumer complaint is valid and if so what the cause of it may be. If it is a problem that can't be fixed by -on the spot- education of the consumer...such as "No Sir, no piano has dampers past that point and there were none left out of your piano"..........then you need to relay that information to the dealer and let the consumer know that you are going to do so...............this puts the ball in the dealers court, where it should be, as well as provides the dealer with all the information you have...........this will allow the most amenable conditions for resolution of any 'real' "warranty problems". If the consumer is your "customer".....the only thing that changes is that your loyalty should rest there..............any possible "warranty" problems is still between the consumer/dealer/manufacturer and the only role you play is of consultant/representative of the consumer rather than the dealer. Under no condition should you 'bad mouth' the dealer, the piano, the manufacturer or the salesperson....I know, I know, there are times that such is deserved, and possibly well earned :-), but doing so will decrease your value to your customer. I suppose what I am saying is don't take a knife to a gun fight, don't take a horse to a car race and don't run off at the mouth when you don't know squat about any 'possible' agreements between consumer /dealer! Be tactful, be professional and provide the best service/advice you can to your real customers FIRST..be they dealer or consumer. My view. Jim Bryant (FL)
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