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<div>Tom,<br>
<br>
I was in this very same position not long ago. Fortunately, the
dealer is a good guy, and someone I've known for a long time, so lack
of trust at either end is not a factor.<br>
<br>
At the "free" tuning, I found many loose pins, all in a row, all in the
middle of the piano. Didn't measure, but they were probably in
the same torque range as your Essex.<br>
<br>
I told the customer immediately, and suggested that the piano should be
replaced and any work done to repair it shouldn't be done on her dime
or in her home. It's still pending, but it isn't on MY
shoulders. <br>
<br>
Keeping the customer out of the knowledge loop has always made me feel
less than forthcoming, which I don't like (why I stopped selling
pianos....). Having this sort of thing on my conscience doesn't
afford me a good night's sleep.<br>
<br>
While you may have to grapple with a dealer who is reluctant to help
you out or understand your situation, being honest and doing what you
consider to be the right thing might be better for everyone in the long
run.<br>
<br>
<br>
</div>
<div> </div>
<div style="clear: both;">Dave Stahl<br>
<br>
Dave Stahl Piano Service<br>
650-224-3560<br>
dstahlpiano@sbcglobal.net<br>
http://dstahlpiano.net/<br>
<br>
<br>
<br>
</div>
<div> </div>
<br>
-----Original Message-----<br>
From: tvaktvak@sbcglobal.net<br>
To: pianotech@ptg.org<br>
Sent: Fri, 29 Dec 2006 11:31 AM<br>
Subject: ethics question<br>
<br>
<div id="AOLMsgPart_2_33785492-64ee-47d3-966d-b29605613099">
<div>List</div>
<div> </div>
<div>What to do, what to do...</div>
<div> </div>
<div>A
client has a new Essex grand, purchased less than a year ago. The
local Steinway dealer assigned me the freebie first tuning on the
piano which I performed almost 6 months ago. At this point, the
client is now mine.</div>
<div> </div>
<div>At that first tuning
I was alarmed to find that most of the tuning pins were way too
loose. I'm not being picky here; I wasn't sure if the piano would
even hold the tuning when I left. So I called the head of the
tech dept. at the dealer to inform him about the loose pins. </div>
<div> </div>
<div>He
told me that I needed to measure the torque with a torque wrench so
that they had some concrete figures to back up my assertion. He
wanted me to get some measurements without alarming the client, which I
was able to do. He seemed to indicate that he would have the
piano replaced if the torque readings were unacceptable.</div>
<div> </div>
<div>All
the pins measure less than 25 pounds of torque. Many were less
than 15 pounds. I reported back to the head techie at the dealer
and did not hear of any further developements. I did not share
any of this with the owner. </div>
<div> </div>
<div>Last week
the owner of the piano called to get it tuned again, so I went
yesterday and retuned the piano. My last tuning
actually held just fine. The piano was about 10 to 15 cents low,
not at all unusual at this time of year, let alone on a new piano with
stretching strings. </div>
<div> </div>
<div>The pins are
just as loose as ever. You can't overpull a string and ease
it back down, because it'll just slip all the way down a half step or
so. You have to pull it up to pitch and let go V
E R Y
G E N T L
Y. This is a technique that we have all perfected
after years of working on 75 year old Gulbransens, not pianos less than
a year old.</div>
<div> </div>
<div>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. (I don't really do much work for the dealer
any more, so I don't think I have that much to risk, personally,
business-wise, but of course, I'd rather not alienate the only Steinway
dealer in Chicagoland!)</div>
<div> </div>
<div>And after all,
the piano is fine right now. It will hold a tuning, even if I
have to be a little careful while doing it. How many years will
it be before these loose pins become so loose that it won't hold a
tune? I don't know, but certainly much sooner than any new piano
should. It seems unethical to allow the client to be blissfully
unaware that in a year, or two or ten, this piano may need a new
pinblock. They have a warranty now, and since this situation is
only marginally acceptable now and will only get worse, they should
take care of it sooner rather than later.</div>
<div> </div>
<div>There
is a new head of the tech department at the dealer. I have called
him twice and he hasn't returned my calls yet. Of course, I won't
do anything until I talk to him, but in the meantime, the ethics of the
situation seemed worthy of discussion.</div>
<div> </div>
<div>What do you all think? What would you do? </div>
<div> </div>
<div>I look forward to your sage advice,</div>
<div>Tom Sivak</div>
<div>Chicago<br>
</div>
<div> </div>
</div>
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