Steinway M problem revisited

[John W. McKone]

OK, I think I need to clarify a few things on my Steinway capstan problem...

First, I am *not* slamming Steinway on this one.  I am just stating my
belief that they are unlikely to deal with a defect on a piano that is well
out of warranty.  My desire initialy was to keep the manufacturer out of
the loop on this issue and deal with it myself.  It is my customer that has
other ideas.  This is not an issue of money to him, he can afford any work
he wants to have done, and yes I have explained to him that moving the
capstans will not be that big a deal, as compared to doing the full teflon
replacement.  For him it is a matter of principle "They built a defective
piano - they should pay to fix it" and when principle gets involved - watch
out!

Many have suggested to me to contact Steinway directly.  Possibly I should.
But the reason I haven't is that I want to avoid being seen as a
representitive of the client against the manufacturer.  I wish to remain as
a third party to any complaint.  I have plainly stated this to my client.
He now wants to hire me as a consultant to prepare a report on the present
condition of his piano.  This I am willing to do.

I have no chip on my shoulder here.  I am just trying to walk a fine line
between serving my customer, protecting myself, and avoiding as many
headaches as I can in this situation.

As to our (technicians that is) relationship with manufactures, I find
myself in agreement with Bob Davis (I think thats who - I've deleted the
post) and Susan Kline.  It's in all our best interest to try to work
together to move the industry as a whole forward.  Somewhere along the
line, the system broke down in the case of this piano,  for it to have gone
so long with a major defect undetected ( or at least unreported)

Should the piano have left the factory in this condition - No

But then again...

Should it have left the dealers showroom in this condition?

Should this problem have escaped the notice of the tech. doing the warranty?

Should subsequent techs have noticed it?

Should the owner have taken better care of the instrument and maybe have it
regulated more than once every 20 years!

There's plenty of blame to go around here, and I'm not pointing fingers.
Just looking for answers and hoping to learn.




John McKone, RPT
St. louis Park, Minnesota
(612) 280-8375
mckonejw@skypoint.com