Steinway M problem

[Edwin A. Hilbert]

Dear John,
	I would be surprised if the local Steinway dealer would want to
pay for the proper repairs on this piano, especially if he did not sell it
in the first place.  Why not try talking to those who might be of help to
you? Try calling Steinway directly and ask for Michael Mohr.  You can call
him at 1 800 FON-1853.  He has always been very helpful to me.
	Not to be critical of you John, but rather as a comment to all
since this type of situation comes up too often, but why don't technicians
try calling the factory people for advice before assuming that they will
do nothing?  Perhaps they won't, but at least we should give them a chance
to tell their side of the story, or to give the factory recommended
approach to our problems before we decide that they won't.  Besides, too
often we end up with numerous different answers - often conflicting ones -
when a call to the factory rep would set us straight.  Perhaps then we
should write and share the factory offered information with the rest.
	Again, John, this was not meant to be critical of you.  I just
grow tired of seeing companies getting negative reports when they haven't
even been given the chance to respond.  This happens all too often on this
list, which is a shame because it is also filled with some of the greatest
shared information that we could ever hope to find.
Yours truly,
Ed Hilbert RPT
Vermont

 On Thu, 20 Mar 1997, John W. McKone wrote:

> Hello List!
>
> I have run into an interesting situation with a Steinway M and would like
> some input from those who may have had something similar come up.
>
> The piano is about twenty years old with a teflon action.  I was called in
> to take care of some sluggish notes and do a general regulation.  When I
> sat down to play, there was a very loud click in the middle of the keyboard
> that appeared on a loud blow - the kind of sound that makes you think that
> theres a coin or something that has worked its way under the key.
>
> After fooling around for awhile, and not finding the problem, I pulled the
> wippen on one of the worst offenders, and guess what I found - the capstans
> are mounted well over 1/4 inch too far back on the key, meaning that
> instead of hitting the wippen cushion, they are hitting raw wood!
>
> Actually, the capstans are just about half on and half off the cushions,
> and since the piano is played rarely, they were catching just enough felt
> for the problem to be hidden until now.  Of course the thing plays like a
> truck too.
>
> Now the owner claims that no one has ever done anything but tune the piano
> until now, and I see no evidence (which would be pretty obvious) that there
> has been any after market modification to the action.
>
> I explained to the owner that this was a serious problem that needed to be
> addressed, but that the piano was well out of warranty, and (trying to be
> diplomatic here) my experience with Steinway suggests that they would not
> be willing to go the extra mile to make it right.  I went on to suggest
> that since we had already discussed replacing the teflon action anyway, we
> could take care of the capstan problem (and any other action
> spread/leverage problems that might exist - I haven't explored that far
> yet) at the same time.
>
> What HE wants to do is go at Steinway and make them either fix it
> themselves, or hire me to do it.  He's talking lawyers Better Business
> Bureau, the whole bit.
>
> Now this is definately not a situation I want to get caught in the middle
> of, so I told him that I would prepare a detailed report, with pictures, of
> what I observe in the action, and what it would take to fix it.   He can
> then use that report in any way he wishes.  But I will not be the middle
> man in any negotiations with the factory.
>
> I did go so far as to talk to the local dealer, to see if they might not
> want to pay for the repair, just to keep this guy (whose a fairly
> influential sort) happy. They didn't bite.
>
> This guys beef is legitimate - this is a big factory defect - but I don't
> see how he's going to get any satisfaction.
>
> So, oh wise and wonderful list, any suggestions? Advice? Similar experiences?
>
> I await your response....
>
> John McKone, RPT
> St. louis Park, Minnesota
> (612) 280-8375
> mckonejw@skypoint.com
>
>
>
>
>