<!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><FONT size=2>Wim, I think there is a lot of grey area here. I = find it very interesting to read contrasting responses to this topic. Regarding the = following thought you have expressed:</FONT></DIV> <DIV><FONT size=2></FONT> </DIV> <DIV><FONT size=2>"The customer has played the <BR>instrument and = apparently is satisfied with the sound he is getting. So why <BR>bring up something he = hasn't had a problem with? "</FONT></DIV> <DIV><FONT size=2></FONT> </DIV> <DIV><FONT size=2>Could I not take this one step further:  have = you ever suggested to a client that they consider voicing their rock-hard = hammers? - have you suggested that they regulate the action to make the piano play more = even and responsively. Might not loose bridge pins (that are under = warranty and would presumably cost nothing to fix now) follow the same thinking?</FONT></DIV> <DIV><FONT size=2></FONT> </DIV> <DIV><FONT size=2>Some of the posts on this thread have clearly = pointed out that there are quite a number of ways of looking at such a situation and a = number of different paths to pursue anything related to it. Thanks for your input Wim.</FONT></DIV> <DIV><FONT size=2></FONT> </DIV> <DIV><FONT size=2>Terry Farrell</FONT> <SPAN id=__#Ath#SignaturePos__></SPAN> </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"><B>From:</B> <A title=Wimblees@AOL.COM = href="mailto:Wimblees@AOL.COM">Wimblees@AOL.COM</A> </DIV> <DIV style="FONT: 10pt arial"><B>To:</B> <A = title=pianotech@ptg.org href="mailto:pianotech@ptg.org">pianotech@ptg.org</A> </DIV> <DIV style="FONT: 10pt arial"><B>Sent:</B> Sunday, September 09, = 2001 2:39 PM</DIV> <DIV style="FONT: 10pt arial"><B>Subject:</B> Re: Killer Octave - = Warranty Issue?</DIV> <DIV><BR></DIV><FONT face=arial,helvetica><FONT size=2>In a = message dated 9/9/01 12:31:38 PM Central Daylight Time, <BR><A href="mailto:baldyam@sk.sympatico.ca">baldyam@sk.sympatico.ca</A> = writes: <BR><BR><BR> <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff 2px = solid; MARGIN-RIGHT: 0px" TYPE="CITE">Your customer is putting bread on your table,  you = have a moral <BR>responsibility to them.   To have a CTE tell you = to keep your mouth shut, <BR>came as a complete suprise to me.  I = strongly disagree with this kind of <BR>ethic.   Is this is where = PTG proffessional standards are heading?   I hope = <BR>not.</FONT><FONT lang=0 face=Arial color=#000000 size=3 FAMILY="SANSSERIF"></BLOCKQUOTE><BR><BR></FONT><FONT lang=0 = face=Arial color=#000000 size=2 FAMILY="SANSSERIF">Roger, <BR><BR>This has = nothing to do with being a CTE. Please don't use that in your <BR>arguments. I said = what I did as a piano tech (RPT) with 25 years experience, <BR>not as a CTE = with 15 years giving exams. It is fine that you disagree with <BR>me. I don't = mind at all. That is what makes this forum interesting. But don't <BR>bring = other subjects into the arguments. <BR><BR>The comment of PTG Ethics is = interesting. Our ethics state that we should <BR>keep the best interest of the = customer in mind. The question is, are we <BR>keeping the best interest of the = customer in mind when we mention possible <BR>problems with their newly purchased instrument, or are we keeping our own <BR>best interest in mind, by = dazzling our customer with knowledge, knowledge <BR>that perhaps the customer = doesn't want to know? I think one problem less <BR>experienced techs have is = trying to impress customers with the amount of <BR>knowledge they have. My = opinion is that we should keep our knowledge to <BR>ourselves until it is asked = for. In the case of the possible soundboard <BR>problem, or the wild string = problem, if the customer hasn't noticed it, then <BR>it is not a problem, and = we should keep that information to ourselves. <BR>Perhaps we can share it with = the dealer, or even the manufacturer, that we <BR>noticed a problem with = wild strings, or a lack of power in the killer octave. <BR>But then let it = go. It is not our problem.   <BR><BR><BR></FONT><FONT lang=0 = face=Arial color=#000000 size=3 FAMILY="SANSSERIF"><BR></FONT><FONT = lang=0 face=Arial color=#000000 size=2 FAMILY="SANSSERIF">I <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #0000ff 2px = solid; MARGIN-RIGHT: 0px" TYPE="CITE">t's how you handle the problem that is important. =  Not should you handle <BR>the problem.  This not a used piano, and = it does have a warranty.  The <BR>warranty is there to safe guard the = customer so initiate the claim.</FONT><FONT lang=0 face=Arial = color=#000000 size=3 FAMILY="SANSSERIF"></BLOCKQUOTE><BR><BR></FONT><FONT lang=0 = face=Arial color=#000000 size=2 FAMILY="SANSSERIF">Before we tell the = customer of the "possible" warrantee problem, shouldn't we <BR>first talk to the = dealer and/or manufacturer, before we mention the <BR>"possible" problem to the = customer who isn't even aware of the problem? The <BR>lack of power and wild string = issue we are debating is not a hidden problem <BR>that could become a major = defect later on. The customer has played the <BR>instrument and apparently is = satisfied with the sound he is getting. So why <BR>bring up something = he hasn't had a problem with? <BR><BR>Now if you discovered a crack in = the plate, or loose hammer flange screws, or <BR>another problem that could = become a bigger problem down the road, that I <BR>think we should bring to the customer's attention. But only to the point that <BR>the customer = should be told to go the dealer. I don't think this is something <BR>we as = technicians should be doing. We can help, when asked, and we can even <BR>offer = the dealer to fix the problem. But again, we should not be acting as <BR>the = customer's agent, and especially not to initiate action. <BR><BR>Wim</FONT> </FONT></BLOCKQUOTE></BODY></HTML>