Problems with new Steinways

[Tom Driscoll]

Light fixtures
  ----- Original Message ----- 
  From: David Ilvedson 
  To: pianotech at ptg.org 
  Sent: Tuesday, December 05, 2006 11:10 PM
  Subject: Re: Problems with new Steinways


  With the correct tool...new deadleader, that repair would be quickly done...don't you think?   1/2 hour tops?   To me, it seems seems like something that can happen in a piano.   Wood changes...the customer has to educated on this sort of thing.   I don't see this as a Steinway warranty problem...imho

  David Ilvedson, RPT
  Pacifica, CA 94044


      
  David,
      Respectfully I do not agree with some of your post. 
      First, diagnose, remove stack, swedge EVERY key lead . Same with most of the damper leads. Stack back on and reinstall? All in a half hour?
      I don't care what tool is available the job is not completed in a half hour and I move fast.
      Yes I do agree that this is something that can happen in a piano. Curious that the 100 year old Steinway upright next to the B (also with climate control) did nor suffer from loose leads .
       The customer WAS educated as to climate control and due to professional background has a better understanding than most of us as to the nature of materials and their reaction to environmental conditions.
      I do agree with you that this was not a warranty issue. The contract clearly states a five year limit and this piano was six years old.
      My point in this saga was not to bash Steinway or to disparage the staff. Kent and Eric are both individuals for whom I have the highest regard.
      BUT ! In this case in my opinion some flexibility and support could and should have been extended .
       My fee's to manufacturers are always modest--Usually I ask them to tell me the number.
      Less than two hundred dollars would have bought more than that in good will .
      
      I had a recent experience with Charles Walter where Kevin compensated me as an independent tech to correct some problems with a new Walter vertical that were clearly dealer prep related. My customer was very impressed with the company for correcting the problem (Regulation related) and will be sending a letter of thanks to the management .
      The scenario with the Steinway issue was the exact opposite.
     
       $50,000 spent should in my opinion buy some latitude in the interest of the customer.
      
      This is not an attack on soundbard design, back scale issues etc. It is Steinway's choice and right to design their products as they see fit. I'm not a designer or rebuilder, but information gathered from this list and from classes offered by those who are ,combined with 30 years in the field have helped me form opinions and beliefs as to the merits and design of grand piano's.
      I don't expect Steinway's methods will or even should change because Tom Driscoll  read that there are alternatives to their design principals but along with this recent experience as described  my recommendations to those who request them are so influenced.
         My opinion.
      Tom Driscoll RPT
      


------------------------------------------------------------------------------
  Original message
  From: "Tom Driscoll" 
  To: "Pianotech List" 
  Received: 12/3/2006 8:38:52 AM
  Subject: Re: Problems with new Steinways


  Dale,
      Example of the Steinway warranty:
      6 year old B  in a private home.Serviced regularly (By me) here in New England with climate control system. 
      Action setup was good and visiting pianists are complimentary of the piano.
      Now here's the rub. During regular service I hear a rattle. Not hard to find as it's a loose key weight. I pull the stack and all but a few are loose. While I'm at it I check the damper levers and guess what ? 
      I'm preparing the piano for a recital and  it's after business hours so I can't contact the factory for warranty information.
      My client(s) are good friends of mine and have a well equipted home shop.
      We set up a methodology and with some improvisation found an appropriate punch and worked together to swedge every lead tight (300 leads?)
      The damper leads were tightened with a modified plier tool in my kit similar to ones seen advertised in the journal. 
      So a few hours later I start tuning.
      Now , next business day I call tech services at N.Y. and to my regret I'm informed the warr. is only five years on Steinway AND the problem was humidity related and would not have been covered anyway. When I mentioned that the piano has a climate control system the gentleman said it was probably disabled for a while(It was not!) and that could cause loose leads. 
      I mention that thousands of pianos in my service from as far back as the late 1800's have been in New England without climate control and have key leads as tight as the day installed but did not get much response other than the Warranty had expired anyway.
      To my mind when someone pays $50,000 for a piano a bit more support should come from the manufacturer.
      I wouldn't have been looking to break the bank with a bill . Perhaps the Representative 's hands were tied.(by the way it was someone other than Kent ) I have had other manufacturers --Yamaha for example ---extend the Warranty on a minor problem such as this.
      
      "I'm sorry your client is having a problem with our piano. In the interest of good customer-technician relations what would you charge us to fix the problem ? "
      
      The answer would have been $150.00.
      
      My clients paid me that night with a generous gratuity but it would have nice to get some reimbursement for them.
      While I'm on a roll why is every problem presented to Steinway the first time they've heard of this and someone else's fault (Frozen action centers as example).
     End of rant.
      Tom Driscoll RPT
      
     


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