ethics question

[Ray T. Bentley]

It would seem to be the duty of the tech to point out this issue to the
customer.  The customer can make the complaint to the dealer with the
understanding that the tech would be happy to supply the technical
explanation to a factory rep.  At the risk or appearing to be naïve, but
I would hope that any company or dealer would not want this issue to go
unresolved.  It reminds me of the maxim:  If you are unhappy about my
work, please tell me.  If you are pleased, please tell others.
Eventually this issue will become a matter of discussion among the
client's friends and acquaintances, and will be negative PR for all
involved: the dealer, tech, and the manufacturer.

In my opinion, this issue should be remediated without delay.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Ray T. Bentley, RPT
Registered Piano Tuner-Technician
Alton, IL
ray at bentley.net
www.ray.bentley.net




-----Original Message-----
From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On
Behalf Of Jon Page
Sent: Friday, December 29, 2006 1:49 PM
To: pianotech at ptg.org
Subject: ethics question


Don't be caught in the middle. This is between the customer and the
dealer.

Inform the customer that there is a warranty issue. Have them get an 
independent second opinion.

Then give the dealer the opportunity to make it right before the 
customer has to file a law suit.

You loyalty should always be with the customer
and not ever the dealer, unless they have you under their thumb.

After the 'company man' has let the piano slip past warranty with 
problems which should have
been addressed I come in and rectify things. The customers are always 
amazed at the improvement
and wonder why the 'tuner' never pointed it out.  Heck, the customers 
thought it was supposed to
play like that.  Educate your customer, it's the dealer's MO to pull 
the wool over their eyes.
-- 

Regards,

Jon Page