<font color='black' size='2' face='Arial, Helvetica, sans-serif'> <div>Richard</div> <div> </div> <div>You've gotten some very good advice from everyone. </div> <div> </div> <div>Remember that the complaining customer is your best friend. If she didn't complain, you wouldn't get a chance to make it right, even if it wasn't your fault. I would suggest you set up an appointment to look at the problem. </div> <div> </div> <div>When you get to her house, have her explain exactly what the problem is, and then evaluate what's causing he problem. If it's something you did, which I doubt, fix it, apologize, and go on. If it's something that's unrelated to what you did, explain the problem, and what caused it. Then offer solutions to fix the problem.</div> <div> </div> <div>Wim</div> <div style="CLEAR: both"> <div> </div> </div> <br> <br> <div style="FONT-FAMILY: arial,helvetica; COLOR: black; FONT-SIZE: 10pt">-----Original Message-----<br> From: richarducci <richarducci@comcast.net><br> To: pianotech <pianotech@ptg.org><br> Sent: Sun, Apr 8, 2012 1:32 am<br> Subject: [pianotech] Customer complaint<br> <br> <div style="BACKGROUND-COLOR: #fff; MARGIN: 0px; FONT-FAMILY: Tahoma, Verdana, Arial, Sans-Serif; COLOR: #000; FONT-SIZE: 12px" id=AOLMsgPart_0_d5a7742a-d86b-4438-af0e-d1ef88fe1443><PRE style="FONT-SIZE: 9pt"><TT>List, During the tuning of a yamaha c-1 last week , the bass string F below middle C broke. Piano gets serviced once a yr. and has a DC system installed, pitch was about 10 cents or less flat. The client took the position that "I" broke the string so"I" am responsible for replacing it at "MY" cost. I explained to her that the string broke, I did not "break" the string. I returned the next week and replaced the string with a Mapes duplicate and charged her $40 total. She has made it a point in the past to tell me of other tuners that charge less, and I had made up my mind that this was going to be my last visit. I wished her good luck with her piano in the future, and left. Just received email from her saying that several other notes are not functioning well now and wants me to come back and address those issues. I replied that the string was replaced correctly, and it has no bearing on other notes, and that she will need to contact another tech. How would you guys handle this? Thanks. Rick Ucci Uccipiano.com </TT></PRE></div> </div> </font>