Young Chang Latest on Brackets

[Paul McCloud]

Brett:
    Did you discuss any compensation for the job?  I would like to know because I have an action in the shop now, and I have the brackets already.  
    I don't think it's fair to charge the customer if the piano is still under warranty.  As far as I'm concerned, if the company is still around, and they have a warranty that's still in effect, they MUST honor that warranty- NO CHARGE to the customer.  Period. 
    Paul McCloud    
    San Diego


----- Original Message ----- 
From: BRETT GLASS 
To: pianotech at ptg.org
Sent: 02/13/2007 8:20:59 AM 
Subject: Young Chang Latest on Brackets


Aloha, Well I thought I'd call Young Chang and give it a try again. You know it's bad when the gal answering the phone knows you by name. Well guess what they have a new parts manager. I think his name is Sam. He is kind of hard to understand. All he could do was laugh when I told him the brackets have been on order from last September. Other than I should forget about that and start over. OK fine, but when he told me his new policy was to charge for the brackets if the build date was past the original warranty period I wasn't laughing with him anymore! First I asked him to send me a copy of the warranty statement showing the change in policy from Young Chang. He said oh no this is my policy. At that point my frustration really started to express it's self over the phone. I mean it's bad enough that they screwed over the piano owner and left them with a piano they could not play for almost a year. But to then change the policy of at least covering the brackets. I don't care about the labor part of it I always charge the customer for that anyway. I guess they don't see it that way. But the two customers I have were both told that the brackets were covered. Now after me spend hours of my time chasing these parts down and the customers thinking that I'm just not getting the job done I've got to go back and tell them that the parts are not covered. Not! This ended with the new parts Manager telling me they would send the brackets this time at no charge. I'm not holding my breath. Maybe my nose.

Brett


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