Retailers - is there a remedy?

[John Ross]

I have found Phil Glenn, at Young-Chang, very accommodating, in solving any
problem I have had.
He would of course have to know, what the specifics of the problem were.
You don't have to work for a store for him to answer your query.
The woman should hire you to evaluate the problem.
It is like buying a car, you should have a second opinion, from another
mechanic, to make sure all is kosher. The second mechanic would be paid by
you.
Regards,
John M. Ross
Windsor, Nova Scotia.
jrpiano@win.eastlink.ca
----- Original Message -----
From: "Phil Bondi" <tito@PhilBondi.com>
To: <pianotech@ptg.org>
Sent: Saturday, March 09, 2002 7:41 AM
Subject: Re: Retailers - is there a remedy?


> 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
>
>
>
>
>