<HTML><HEAD> <META charset=US-ASCII http-equiv=Content-Type content="text/html; charset=US-ASCII"> <META content="MSHTML 6.00.2800.1106" name=GENERATOR></HEAD> <BODY style="FONT-SIZE: 12pt; FONT-FAMILY: Arial; BACKGROUND-COLOR: #ffffff"> <DIV> <DIV>Tom Sivak writes:</DIV> <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: blue 2px solid"><FONT face=Arial>So my ethical dilemma is this:  Should I tell the client that the tuning pins are too loose for a new piano?  The dealer may have given me the client, but the client is mine now.  I feel that I owe them my honest opinions on things, and my opinion is that this piano is defective.  Of course, no one has actually asked for my opinion about the piano, so I'd be the one who started all this trouble if it comes to that. </FONT></BLOCKQUOTE></DIV> <DIV><FONT face="Bookman Old Style"> <DIV><FONT face="Bookman Old Style">Tom,</FONT></DIV> <DIV><FONT face="Bookman Old Style"></FONT> </DIV> <DIV><FONT face="Bookman Old Style">I don't think it's an ethical dilemma. When we work for a dealer, we are in the unenviable position of having to represent the interests of the customer, the dealer, and the manufacturer (and our own). No fun, but that's the way it is. It's a good way to sharpen one's mediating skills.</FONT></DIV> <DIV><FONT face="Bookman Old Style"></FONT> </DIV> <DIV><FONT face="Bookman Old Style">When the service responsibility has passed to the customer, as in this case, we have the duty to look out for the interests of the customer. However, that doesn't have to mean an adversarial stance with the dealer, or that it has to pass from representation to advocacy, at least at first. My thoughts:</FONT></DIV> <DIV> </DIV> <DIV>1) Report the potential problem in a friendly manner to the dealer, or dealer's tech, as you did, and ask if there's anything he would like you to do. "Very nice piano; I did notice one developing situation that I wanted to let you know about in case [manufacturer's name] needs to cover it under warranty".</DIV> <DIV> </DIV> <DIV>2) Do the torque report in writing, and send or email your findings to the dealer. I prefer snail mail. This records your concerns in case a later technician finds the same problem; and it gives the dealer something tangible, to emphasize the need for action.</DIV> <DIV> </DIV> <DIV>3) The dealer will appreciate it if you don't alarm the client unnecessarily. After all, your assumption at this point is that any dealer would want to take care of a potential headache right away. Let the dealer know that you have not yet told the client.</DIV> <DIV> </DIV> <DIV>4) At the second call, if the problem remains, do your best, then tell the client that you found a little issue last time that you reported to the dealer, and that you'll take care of following up on it and report back to them. Do not get the client involved at this point. This leaves more control of the approach to the dealer in your hands.</DIV> <DIV> </DIV> <DIV>5) Write the dealer; remind him that the problem remains, and suggest that he supply your findings to the factory. This can help make everyone partners rather than adversaries, and some manufacturers will actually be helpful! Mention that you have let the client know that it's in process.</DIV> <DIV> </DIV> <DIV>6) Write the customer: "As I mentioned at my last visit, I have reported a possible warranty issue with your piano to the dealer. I am sure he will want to follow up on it with you. Please feel free to contact me if you have not heard from him within a few weeks." If the customer contacts you, you can THEN describe the problem in general terms, and sic him directly onto the dealer.</DIV> <DIV> </DIV> <DIV>When we are on the customer's dime, we do have a fiduciary responsibility to inform him when we suspect a warranty issue. It's clear that you recognize that. However, there is usually no reason we can't remain polite, friendly, and helpful to all sides, and go to great lengths to protect ALL the relationships involved. We've all seen technicians who immediately take a blameful or punitive stance, which is neither attractive nor useful.</DIV> <DIV> </DIV> <DIV>I understand the value of dealer work to a less experienced tuner, even at lower rates. That's a good trade, but NEVER when it requires doing something shady to protect that job.</DIV> <DIV> </DIV> <DIV>Happy ambassador-ing,</DIV> <DIV>Bob Davis</DIV></FONT></DIV></BODY></HTML>