Retailers - is there a remedy?

[Phil Bondi]

Mark, in my short tenure in this business I have only run into this type of
dilemma once. The dealership offered to take back the instrument provided
the owner paid the movers (2nd floor..not an easy move). The result was the
owner upgraded to a much better Grand and turned into a very happy customer.

In your case, I would suggest having another technician take a look at her
problems(at the dealer's expense, since the 'problems' still exist?) and see
if someone else can't remedy the problems. If the 2nd person is unable to
solve her problems, provided that there really IS a problem, then I feel it
becomes her issue. It is possible that she may not know what it is she needs
from the instrument and is unable to communicate that to the store's
tech..been there many times myself. I've cut a few teeth learning how to
communicate with 1st time piano owners.

Mark, since you're writing about this and you haven't seen the piano, maybe
you could see if  you can cure what ails her?

I have learned rather quickly that dealerships are in the business to move
product. Most of them follow warranty issues to the letter, and best to my
knowledge, a return of product in this business is pretty rare. In a case
like this, it would be 'nice' if the dealership took an understanding stand
in trying to remedy the problem..but according to what you wrote, 3 visits
in 9 days, with my experience, constitutes a breakdown in communications
somewhere.

Keep us informed.

Phil