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<DIV align=left>When you're starting out you always have time for=
these old pianos. I remember dealing with swollen=
key leads on a English Birdcage...</DIV>
<DIV align=left>At this time in my career I don't give a damn=
about educating a bad customer. I now know when to=
cut my losses...</DIV>
<DIV align=left> </DIV>
<DIV align=left>David I.</DIV>
<DIV align=left><FONT face=Arial size=2></FONT> </DIV>
<DIV align=left><FONT face=Arial size=2>----- Original message=
----------------------------------------><BR>From: Michael or=
Margaret Kurta <<A=
href="mailto:mkurta@adelphia.net">mkurta@adelphia.net</A>><BR=
>To: Rob Goodale <<A=
href="mailto:rrg@unlv.nevada.edu">rrg@unlv.nevada.edu</A>>,=
Pianotech <<A=
href="mailto:pianotech@ptg.org">pianotech@ptg.org</A>><BR>Rec=
eived: Sat, 10 Jul 2004 06:32:16 -0400<BR>Subject: Re: Piano from=
Hell</FONT></DIV>
<DIV align=left><FONT face=Arial size=2><BR> =
Rob:</FONT></DIV>
<DIV><FONT face=Arial size=2> Sounds like not=
only was the piano from hell, but so was the customer. I=
hate unreasonable piano owners. However, if I have the=
time, I'll take one on. By that I mean I look at the owner=
as a challenge to educate and eventually win him/her over to my=
way of thinking. When confronted by a piano from hell, and=
its obvious that it should not be repaired, I make a list, =
the most important and expensive things first. In this=
case your list was very long, but honestly reflected the=
items needing attention. </FONT></DIV>
<DIV><FONT face=Arial size=2> Then by going=
down the list WITH the owner, explaining in detail item by item=
what the instrument needs to make it usable, and why, the=
customer will begin to realize (without you telling him) that it=
may be a lost cause. But if you start out your analysis by=
saying "it is a dead piano and there is nothing left to fix" you=
may encounter resistance. </FONT></DIV>
<DIV><FONT face=Arial size=2> The idea is to=
let the customer's thinking flow into the obvious by gently=
pointing out the many, many things the piano needs to bring it=
back to good playability. Occasionally I'll use a quote=
from my mentor Frank McKowen, RPT from Lansing, MI who said,=
"You deserve a better piano." This sometimes enables=
the owner see the light.</FONT></DIV>
<DIV><FONT face=Arial size=2> If all that you=
say falls on deaf ears, its time to pack up your tools and say,=
"You know Mr. Pianist, I'm not sure I can handle this job, its=
probably best to try another technician." Leave him with=
hope that there may be an answer, and let another reinforce=
your findings. Maybe that will head him in the right=
direction, you've done all you can do. =
</FONT></DIV>
<DIV><FONT face=Arial size=2> Mike Kurta =
</FONT></DIV>
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<DIV style="FONT: 10pt arial">----- Original Message -----=
</DIV>
<DIV style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color:=
black"><B>From:</B> <A title=rrg@unlv.nevada.edu=
href="mailto:rrg@unlv.nevada.edu">Rob Goodale</A> </DIV>
<DIV style="FONT: 10pt arial"><B>To:</B> <A=
title=pianotech@ptg.org=
href="mailto:pianotech@ptg.org">Pianotech</A> </DIV>
<DIV style="FONT: 10pt arial"><B>Sent:</B> Friday, July 09, 2004=
11:54 AM</DIV>
<DIV style="FONT: 10pt arial"><B>Subject:</B> Piano from=
Hell</DIV>
<DIV><BR></DIV>
<DIV><FONT face=Arial size=2>I had one of my worst experiences as=
a piano technician this morning. I got a call from a guy=
who told me his piano needed tuning and repair. I agreed=
to take the job. Upon arriving I about fell=
over.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>It turned out to be a 90 year old=
"Metropolitan" full upright. It was the biggest pile of=
crap I have ever seen outside of a land fill. I=
immediately started in how old the piano was and probably not=
worth fixing but he quickly cut me off and in a heavy=
British accent told me to "please fix it". The "thing" had=
been painted white. He was now in the process of painting=
it gold which he proudly proclaimed was "restoring the=
finish". Chunks of wood were missing out of the=
case. I opened it to find that the action was not even=
screwed in place, just laying in the piano. There was one=
broken treble string and the bass strings were black with=
corrosion.</FONT></DIV>
<DIV><FONT face=Arial size=2>There was a crack running under the=
bass bridge and the apron was loose. There were broken=
bridal straps, broken hammers, and several others that had been=
previously broken and reglued with string. most of the=
hammer return springs were out of place and some were=
missing. One sharp was missing, the key bushings were worn=
out, someone did a poor job at recovering the keys, and the=
pivot pin on the sustain pedal had been sheared off completely=
and the bushing block was shattered.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>He continued on about what a "great=
piano" it was as I looked at the sad heap. I calmly=
explained that there was simply nothing left to fix, the piano=
was dead and what he needed was a new piano. He came back=
with "You Yanks, your all alike. You throw anything=
away. In England we would never throw out a fine=
instrument like this!" Then he bragged about how he KNEW=
what he was talking about because HE was a pianist! =
(Oh golly silly me, I should have worshipped his feet on the=
spot!) Then he proudly announced that he bought it from an=
auction so it MUST be a good piano! (Now there's reasoning=
for you).</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>I continued to explain that I was=
trying to save him money, that it would cost him far more to=
repair than to replace it. He demanded to know how=
much. I explained that it would cost hundreds just to make=
it produce sound again and even then it would be nothing but=
trouble. "Oh no I don't want to do all that, I just want=
it REPAIRED, you know, so that it works"! (Excuse me=
didn't I just say that? Do we need subtitles for this=
conversation?" I then explained that what the piano really=
needed was a complete restoration and that would cost at=
least $10,000.00. "I'm trying to save you money, this=
piano is NOT worth it, you really should consider buying another=
piano". He again reminded me that he was a pianist and=
that he knew this piano was worth it and that it=
really didn't need that much work. Finally I just told him=
flat out that I couldn't help him and that I really didn't have=
the time to spend three days working on it. His=
disposition continued to get worse as I made a hasty=
exit.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Shame on me... after all this guy=
was a "pianist" and got it from an auction so he MUST know=
what he's talking about!</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Rob Goodale, RPT</FONT></DIV>
<DIV><FONT face=Arial size=2>Las Vegas, NV</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
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