Killer Octave - Warranty Issue?

[Farrell]

> #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.

It certainly had not occurred to me to contact the dealer without talking to
the piano owner first. Something to think about. Maybe I am just too new to
this business yet, and have very little experience with dealers. But my
limited experience with local dealers has been that they have NO pianos with
ANY defects and if they are forced to do a "fix" they do it with the
quickest and least costly bandage without regard to appropriateness or
longevity. Using the car analogy, it would seem odd for my mechanic to
contact the car dealer directly about some trouble with my car without
talking to me about my car first.

I think the trouble here may be that all dealers do not have similar
standards as some up in Saskatoon. Thanks for the comment Roger.

Terry Farrell

----- Original Message -----
From: "jolly roger" <baldyam@sk.sympatico.ca>
To: <pianotech@ptg.org>
Sent: Sunday, September 09, 2001 1:18 PM
Subject: Re: Killer Octave - Warranty Issue?


>
> 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.
>
>
>
>
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