Piano from Hell

[David Ilvedson]

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When you're starting out you always have time for these old=
 pianos.   I remember dealing with swollen key leads on a English=
 Birdcage...
At this time in my career I don't give a damn about educating a=
 bad customer.   I now know when to cut my losses...

David I.

----- Original message ---------------------------------------->
From: Michael or Margaret Kurta <mkurta@adelphia.net>
To: Rob Goodale <rrg@unlv.nevada.edu>, Pianotech=
 <pianotech@ptg.org>
Received: Sat, 10 Jul 2004 06:32:16 -0400
Subject: Re: Piano from Hell

    Rob:
    Sounds like not only was the piano from hell, but so was the=
 customer.  I hate unreasonable piano owners.  However, if I have=
 the time, I'll take one on.  By that I mean I look at the owner=
 as a challenge to educate and eventually win him/her over to my=
 way of thinking.  When confronted by a piano from hell, and its=
 obvious that it should not be repaired, I make a list,  the most=
 important and expensive things first.  In this case your list=
 was very long, but honestly reflected the items needing=
 attention.  
    Then by going down the list WITH the owner, explaining in=
 detail item by item what the instrument needs to make it usable,=
 and why, the customer will begin to realize (without you telling=
 him) that it may be a lost cause.  But if you start out your=
 analysis by saying "it is a dead piano and there is nothing left=
 to fix" you may encounter resistance.  
    The idea is to let the customer's thinking flow into the=
 obvious by gently pointing out the many, many things the piano=
 needs to bring it back to good playability.  Occasionally I'll=
 use a quote from my mentor Frank McKowen, RPT from Lansing, MI=
 who said, "You deserve a better piano."  This sometimes enables=
 the owner see the light.
    If all that you say falls on deaf ears, its time to pack up=
 your tools and say, "You know Mr. Pianist, I'm not sure I can=
 handle this job, its probably best to try another technician." =
 Leave him with hope that there may be an answer, and let another=
 reinforce your findings.  Maybe that will head him in the right=
 direction,  you've done all you can do.  
    Mike Kurta  
----- Original Message ----- 
From: Rob Goodale 
To: Pianotech 
Sent: Friday, July 09, 2004 11:54 AM
Subject: Piano from Hell


I had one of my worst experiences as a piano technician this=
 morning.  I got a call from a guy who told me his piano needed=
 tuning and repair.  I agreed to take the job.  Upon arriving I=
 about fell over.
 
It turned out to be a 90 year old "Metropolitan" full upright. =
 It was the biggest pile of crap I have ever seen outside of a=
 land fill.  I immediately started in how old the piano was and=
 probably not worth fixing but he quickly cut me off and in a=
 heavy British accent told me to "please fix it".  The "thing"=
 had been painted white.  He was now in the process of painting=
 it gold which he proudly proclaimed was "restoring the finish". =
 Chunks of wood were missing out of the case.  I opened it to=
 find that the action was not even screwed in place, just laying=
 in the piano.  There was one broken treble string and the bass=
 strings were black with corrosion.
There was a crack running under the bass bridge and the apron was=
 loose.  There were broken bridal straps, broken hammers, and=
 several others that had been previously broken and reglued with=
 string.  most of the hammer return springs were out of place and=
 some were missing.  One sharp was missing, the key bushings were=
 worn out, someone did a poor job at recovering the keys, and the=
 pivot pin on the sustain pedal had been sheared off completely=
 and the bushing block was shattered.
 
He continued on about what a "great piano" it was as I looked at=
 the sad heap.  I calmly explained that there was simply nothing=
 left to fix, the piano was dead and what he needed was a new=
 piano.  He came back with "You Yanks, your all alike.  You throw=
 anything away.  In England we would never throw out a fine=
 instrument like this!"  Then he bragged about how he KNEW what=
 he was talking about because HE was a pianist!  (Oh golly silly=
 me, I should have worshipped his feet on the spot!)  Then he=
 proudly announced that he bought it from an auction so it MUST=
 be a good piano!  (Now there's reasoning for you).
 
I continued to explain that I was trying to save him money, that=
 it would cost him far more to repair than to replace it.  He=
 demanded to know how much.  I explained that it would cost=
 hundreds just to make it produce sound again and even then it=
 would be nothing but trouble.  "Oh no I don't want to do all=
 that, I just want it REPAIRED, you know, so that it works"! =
 (Excuse me didn't I just say that?  Do we need subtitles for=
 this conversation?"  I then explained that what the piano really=
 needed was a complete restoration and that would cost at least=
 $10,000.00.  "I'm trying to save you money, this piano is NOT=
 worth it, you really should consider buying another piano".  He=
 again reminded me that he was a pianist and that he knew this=
 piano was worth it and that it really didn't need that much=
 work.  Finally I just told him flat out that I couldn't help him=
 and that I really didn't have the time to spend three days=
 working on it.  His disposition continued to get worse as I made=
 a hasty exit.
 
Shame on me... after all this guy was a "pianist" and got it from=
 an auction so he MUST know what he's talking about!
 
Rob Goodale, RPT
Las Vegas, NV
 
 
 
 


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