Irate Customer

[Roger Jolly]

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Hi Terry,
                    This piano is probably still under warranty, so check 
with Yamaha USA. Just a thought.
Regards Roger



At 06:07 PM 11/2/2003 -0500, you wrote:
>Hello PianoList folks. I'm looking for any suggestions to sooth an irate 
>customer - she just called and left a message - I'll have to get back to 
>her soon.
>
>I tuned a Yamaha GH1 today (so-so condition). New customer "graduate of 
>Puerto Rico Conservatory". I sat down on bench & hit first key - 
>BUZZZZZZZZZZZ. Found a half-dozen keys that made a nasty soundboard buzz. 
>Found a rib I could press on while striking key that stopped the buzz. 
>Lady was not home so I called hubby over to ask if wife had complained 
>about buzz. He said he heard it when I demonstrated it, but she had not 
>mentioned it.
>
>So she just calls now and said she played her piano. She is not happy at 
>all. She said there were one or two keys that made a little buzz 
>previously, but now about 20 notes make a big buzz and she is in tears.
>
>I had told the hubby when I was there earlier that if the buzzing bothered 
>her, there were some repairs that we could try to get rid of the buzzing. 
>He said he would mention it to her. It would seem to me that the 
>appropriate response from me is to offer to make an appointment to come 
>and repair her loose rib and charge her a normal fee for doing so. Her 
>message has the distinct tone of "my piano was fine before YOU touched it".
>
>Any thoughts before I step into the fire? Thanks.
>
>Terry Farrell

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