[CAUT] Jeanie's brain storm - was Boston changed to dealers...

[David Ilvedson]

One thing is for certain, the car dealer's mechanics know what they are doing.   They have been trained for that make and I've NEVER had an issue with dealer service.   

David Ilvedson, RPT
Pacifica, CA  94044

----- Original message ----------------------------------------
From: "Dennis Johnson" <johnsond at stolaf.edu>
To: caut at ptg.org
Received: 11/25/2009 10:02:32 AM
Subject: Re: [CAUT] Jeanie's brain storm - was Boston changed to dealers...


>Hi-

>So since we've taken it this far, I have a question.  This is a real problem
>which has happened to me, and fairly recently.  I am called to tune and
>check and service, as feasible, a piano I have not known from a new customer
>who is referred by older customers.  The piano is from eastern europe and
>probably about 5 years old.  They are very unhappy with it to say the least
>and have been through the dealers service enough times to be looking
>elsewhere.   I arrive, the customer is not even there but arranges for
>someone to have let me in.  Via phone, I confirm lots of regulation, voicing
>and tuning needs, but only have about 3 hrs max to offer with this visit.  I
>explain very clearly that I am not a representative from the dealer and do
>not have any prior association with that particular dealer, and, nothing
>personal, but I'm not here to start such a relationship with that dealer
>either.   I could greatly improve this piano, but this is between you -the
>customer- and me.  As I see it, my rate was most reasonable anyway, but the
>point is the customer should be able make that choice.  I was not interested
>in going though or working for that particular dealer.  Just how it is.
>Customer approved this arrangement and I got to work and left my invoice.
>A few weeks later I wasn't paid yet,  so made a call.   Turns out the
>customer changed his mind and decided that indeed the dealer should pay
>anyway so he made an issue.  You can imagine what happens next.  In the end
>the dealer paid, but wasn't very happy and I feel betrayed by the
>customer.   I don't know if I'll go back there or not.   There is no other
>product I can think of in any market where customers seem to have so much
>flexibility about service.  Take your car anywhere you want, but if the
>dealer is going to pay for it under warranty you need to talk to them.  Can
>we not trust an independent agreement with the piano owner for service on a
>piano less than 10 years old?  Any suggestions.......?

>cheers,

>Dennis Johnson