<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META http-equiv=Content-Type content="text/html; = charset=iso-8859-1"> <META content="MSHTML 5.50.4522.1800" name=GENERATOR> <STYLE></STYLE> </HEAD> <BODY bgColor=#ffffff> <DIV>Hi Wim. I have a couple questions for you. I think you have done = some rebuilding in your time (???). Let's say you recap a long bridge on a 50 = year old Steinway M (and do whatever else you normally do on a = restring job) and you recap a long bridge on a 50 year old Cable-Nelson 5' 8" = grand (and do whatever else you normally do on a restring job). Both customers come = back to you and inform you that there are prominent false beats in the top two = octaves and the bridge pins appear loose. Then they demonstrate by sounding the = note - false beats. Then they place a brass rod on top of bridge pins and apply = slight pressure and sound note - clear tone. Do you feel there is a problem? Do = you feel you should fix it?</DIV> <DIV> </DIV> <DIV>My guess is you will say yes to both these questions, and that is = why I call this a defect.</DIV> <DIV> </DIV> <DIV>Terry Farrell</DIV> <DIV>  </DIV> <BLOCKQUOTE style="PADDING-RIGHT: 0px; PADDING-LEFT: 5px; MARGIN-LEFT: 5px; = BORDER-LEFT: #000000 2px solid; MARGIN-RIGHT: 0px"> <DIV style="FONT: 10pt arial">----- Original Message ----- </DIV> <DIV style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color: = black">From: <A title=Wimblees@AOL.COM = href="mailto:Wimblees@AOL.COM">Wimblees@AOL.COM</A> </DIV> <DIV style="FONT: 10pt arial">To: <A = title=pianotech@ptg.org href="mailto:pianotech@ptg.org">pianotech@ptg.org</A> </DIV> <DIV style="FONT: 10pt arial">Sent: Monday, September 10, = 2001 12:57 PM</DIV> <DIV style="FONT: 10pt arial">Subject: Re: Killer Octave - = Warranty Issue?</DIV> <DIV> </DIV>In a = message dated 9/9/01 9:16:54 PM Central Daylight Time, <A href="mailto:baldyam@sk.sympatico.ca">baldyam@sk.sympatico.ca</A> = writes: <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff 2px = solid; MARGIN-RIGHT: 0px" TYPE="CITE">Hi Wim, =            &nb= sp; My appologies, but it hit a nerve. After all you are looked up to = in that capacity. </BLOCKQUOTE> Apology accepted. = <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff 2px = solid; MARGIN-RIGHT: 0px" TYPE="CITE"> <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff = 2px solid; MARGIN-RIGHT: 0px" TYPE="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> Good point. But, what are = factory specs? Perhaps the factory specs on this 4'6" piano are correct, = but the sound produced is not what we think should be coming from a piano. = Unless you can prove that the factory didn't do the job right, it's hard = to fault them. We have to take into consideration what we have to work = with. (snip) <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff 2px = solid; MARGIN-RIGHT: 0px" TYPE="CITE"> <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff = 2px solid; MARGIN-RIGHT: 0px" TYPE="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.</BLOCKQUOTE> Whoa. If the customer = bought an inexpensive piano because it is all they could afford, and then = the child become better and needs a better instrument, is that our fault? In = other words, I think we have to take each piano on it's "as is" basis, = not for what the potential is for the child. I often tell the parents of = children who are starting to learn on an older piano, that as the child = become better, the child will ask for a better instrument.  The same = can be said for a new, but inexpensive piano. Don't assume all children are prodigies, and thus have to start on an expensive instrument. <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff 2px = solid; MARGIN-RIGHT: 0px" TYPE="CITE"> <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff = 2px solid; MARGIN-RIGHT: 0px" TYPE="CITE"> 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.</BLOCKQUOTE> As = several other have stated, you are by far the exception to the rule when it = comes to dealer/customer relations. I was the same way. I wanted to know = about problems. Unfortunately, not all dealers are like that. And when we complain, we will get on the wrong side of the dealer. this is unfortunate. With as much time and money the manufactures = spend on educating us, and putting on parties at the convention, one thing = I wish the manufacturers would do is educate the dealers more. I don't = know if there is anything they can do, but perhaps if the techs could = "complain" about dealers to the manufacturers, with fearing retaliation, = perhaps we can get better dealer service. Unfortunately, too often the = manufacturer is looking at the amount of pianos being sold, and not at the = amount of service provided. J <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff 2px = solid; MARGIN-RIGHT: 0px" TYPE="CITE">ust my view, perhaps I strive to treat customers, in a = manner I would like to be treated. Roger </BLOCKQUOTE> Same here Wim <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff 2px = solid; MARGIN-RIGHT: 0px" = TYPE="CITE"> </BLOCKQUOTE> </BLOCKQUOTE></BODY>= </HTML>