Belarus

[Z! Reinhardt]

This is a multi-part message in MIME format.

---------------------- multipart/alternative attachment
OK, Let's start at the top.

How did this customer locate you?  Dealer referral?  Other referral?

Why isn't the piano holding a tuning attempt?  Was it loose pins?  Or =
was it a more insipid problem?  Or a combination of problems?

I think all you can honestly do right now is to ask the customer whether =
or not a technician had been consulted before making this purchase [most =
likely not], and invite the inevitable question, "Should I have asked =
you first ...?"  Then put on your best bedside manners and tell her =
about your observations about this Belarus product.  Let the customer =
come to the conclusion that the "deal" was not what it had been hoped to =
be.

As others have said on the List, do not take on the legal logistics of =
this case.  Let the customer blow the dealer out of the water on this =
one.  (The fact that the customer is the one who is putting on the heat =
may have a greater impact on the dealer than if it had been the =
technician.)  However, there is nothing wrong with being a technical =
consultant working on behalf of this customer.  Be prepared to answer =
any questions, but don't be the one to start the business fights.

For what 2 cents is worth
Z! Reinhardt  RPT
Ann Arbor  MI
diskladame@provide.net

----- Original Message -----=20
  From: Roy Ulrich=20
  To: pianotech@ptg.org=20
  Sent: Thursday, June 06, 2002 9:22 AM
  Subject: Re: Belarus

  The dealer is sending another tech to try to "fix" the problem and =
hinted that there is a procedure to tighten the pins with a chemical =
solution, i.e. he's apparently suggesting doping the block. I think =
that's preposterous and that the dealer should either replace the =
instrument or refund the money - that doping a new piano is absurd.

  It may help you to know that this "dealer" used to have a store, has =
never negotiated a price for warranty tunings, and in the past, had =
offered the unsuspecting customer a certificate up to an amount that =
never came close to covering the tuning and mileage. The past couple of =
years he's selling "Shubert's" out of his store basement while renting =
out the upstairs to someone else with an unrelated product.=20

  >><<


  Er, uh, I might not have phrased the question properly; as a matter of =
fact, the customer HAS asked me to be involved. This is a rather unique =
situation, as the "other guy" is coming from about 100 miles away. =
Should the customer have to keep this PSO, I'll in all likelihood be the =
one who has to service it in future years.Whether or not getting =
involved at this point is part of my job description, I disagree. I'm =
self employed. My job description is what I say it is, and when an =
alledged dealer is trying to pull a fast one, I'll step up to the plate =
for the customer. Personally, I believe that it is our responsibility =
(to a point) to defend the uninformed customer against consumer fraud. =
99% of my new business is as a result of word-of-mouth referrals because =
to some degree my customer base has come to trust me to do a good job =
and be honest with them. I can't change that tactic after this many =
years of success. This is akin (in my opinion) to buying a new car with =
a leaky radiator and the dealer offers to put a can of "Stop Leak" in =
the system and send you on your way....

  At any rate, the question was:  Does anyone on this list see doping a =
new instrument as an appropriate repair for a NEW piano that will not =
hold a tune?  Thanks

  Roy Ulrich
    ----- Original Message -----=20
    From: Wimblees@AOL.COM=20
    To: pianotech@ptg.org=20
    Sent: Wednesday, June 05, 2002 5:42 PM
    Subject: Re: Belarus


    In a message dated 6/5/02 5:21:01 PM Central Daylight Time, =
ulrich@rangenet.com writes:=20



      I've been tuning and restoring for 17 years and never had a =
situation like this come up. Your thoughts will in all probability be =
greatly appreciated. Thanks in advance!=20

      Roy Ulrich=20






    Roy.=20

    This may seem harsh, but your job is to tune pianos, not to =
negotiate conflicts between customers and dealers. Unless the customer =
asks you to intervene on her behalf, (and pays you to do it), I would =
suggest you stay away from any dealings between the customer and the =
dealer. Let the dealer send someone else to "fix" the problem. If the =
customer is satisfied with the results, that is her "problem." If she is =
still dissatisfied, it is her responsibility to do something else about =
it.=20

    Again, this might seem harsh, and I know it is very tempting to step =
in and help your customers. But unfortunately, it is not part of our job =
description. (again, unless she specifically asks you to help her).=20

    Wim=20



---------------------- multipart/alternative attachment
An HTML attachment was scrubbed...
URL: https://www.moypiano.com/ptg/pianotech.php/attachments/9d/9f/5c/88/attachment.htm

---------------------- multipart/alternative attachment--