<html> <blockquote type=cite cite> Roger, This has nothing to do with being a CTE. Please don't use that in your arguments. I said what I did as a piano tech (RPT) with 25 years experience, not as a CTE with 15 years giving exams. It is fine that you disagree with me. I don't mind at all. That is what makes this forum interesting. But don't bring other subjects into the arguments. </blockquote> Hi Wim,               My appologies, but it hit a nerve. After all you are looked up to in that capacity. <blockquote type=cite cite>The comment of PTG Ethics is interesting. Our ethics state that we should keep the best interest of the customer in mind. The question is, are we keeping the best interest of the customer in mind when we mention possible problems with their newly purchased instrument,</blockquote> If the customer thinks they are placing their trust in a professional, and they are paying for that service,  do they have the right to know the truth.   I think so.   The customers interest is having a piano functioning at factory specs. <blockquote type=cite cite> or are we keeping our own best interest in mind, by dazzling our customer with knowledge, knowledge that perhaps the customer doesn't want to know?</blockquote> The customer does not want to know?     Yet they pay you for  professional  care for their piano.   So now you play God on behalf of the customer.   The customer is paying you, so be honest and diplomatic. <blockquote type=cite cite> I think one problem less experienced techs have is trying to impress customers with the amount of knowledge they have. My opinion is that we should keep our knowledge to ourselves until it is asked for.</blockquote> Now you are saying don't educate the customer.  This is the approach of an insecure person in my book.  I would never dream of concelling a serious problem for long from a customer. <blockquote type=cite cite> In the case of the possible soundboard problem, or the wild string problem, if the customer hasn't noticed it, then it is not a problem, and we should keep that information to ourselves. </blockquote> Children have a habit of advancing in their studies, and the problem will become apparent, could be after the warranty period. Now in this case I feel you have ripped the customer off.   They are now in the position of having an expensive repair, or replacing the piano. It is the technicians fault,  you have taken their money and kept silent.   You have acted in your selfish interest not the customers. The dealer and manufacturer may well have exchanged the piano, but for your silence.  Neither can do a thing, for the customer if they do not know a problem exsist. <blockquote type=cite cite>Perhaps we can share it with the dealer, or even the manufacturer, that we noticed a problem with wild strings, or a lack of power in the killer octave. But then let it go. It is not our problem. </blockquote> This was my first suggested coarse of action, with the leverage of stating the customer will be imformed if nothing is done. <blockquote type=cite cite>I <blockquote type=cite cite>t's how you handle the problem that is important.  Not should you handle the problem.  This not a used piano, and it does have a warranty.  The warranty is there to safe guard the customer so initiate the claim.</blockquote> Before we tell the customer of the "possible" warrantee problem, shouldn't we first talk to the dealer and/or manufacturer, before we mention the "possible" problem to the customer who isn't even aware of the problem? </blockquote> I agree this is the best solution. <blockquote type=cite cite>The lack of power and wild string issue we are debating is not a hidden problem that could become a major defect later on. The customer has played the instrument and apparently is satisfied with the sound he is getting. So why bring up something he hasn't had a problem with? </blockquote> As stated above students have a way of advancing, and it does become a problem. <blockquote type=cite cite>Now if you discovered a crack in the plate, or loose hammer flange screws, or another problem that could become a bigger problem down the road, that I think we should bring to the customer's attention. But only to the point that the customer should be told to go the dealer. I don't think this is something we as technicians should be doing. We can help, when asked, and we can even offer the dealer to fix the problem. </blockquote> <blockquote type=cite cite>But again, we should not be acting as the customer's agent, and especially not to initiate action. </blockquote> I would certain take exception to this statement,  Who then is going to be the customers advocate? Where is the poor unfortunate customer going to get some honesty? I do agree with your thinking about not alarming the customer at the beginning.   But we owe the customer the truth.  Dealers owe the customer a correctly functioning piano.   Neither should take advantage of the customers ignorance. Just my view, perhaps I strive to treat customers, in a manner I would like to be treated. Roger <blockquote type=cite cite>Wim </blockquote> </html>