Thoughts on Warranties (was Re: Steinway defect)

[Mike and Jane Spalding]

We've had lots of comment on point #1, but not enough on 2, 3, and 4, so here goes:


----- Original Message ----- 
From: Vanderhoofven <dkvander@joplin.com>
To: <pianotech@ptg.org>
Sent: Thursday, November 14, 2002 12:10 AM
Subject: Thoughts on Warranties (was Re: Steinway defect)
> 
> >2. What is the warranty on this piano and who should I contact about it.
> 
<snip> 
It is the customers responsibility to find out about the warranty 
> and to contact Steinway regarding warranty repairs.  (Of course this is 
> just my opinion.)  If you get involved in this, make sure you keep very 
> detailed records of every letter and phone call you make, and bill for all 
> of your time.

The customer didn't buy the piano from Steinway, she bought it from a dealer, so if she contacts anybody, it would be the dealer.  But you could do it yourself, and your client might be very grateful.  On occasion, I have invested the time to request and coordinate warranty service for a customer, and have reaped big-time customer loyalty.  Try it, you might like it.

> >3. Short of a new pinblock, are there other solutions that would be
> >appropriate for this caliber of piano.
> 
> Call Steinway and discuss this problem with them before doing any repair to 
> the piano.  The factory techs at Steinway can give you their suggestions on 
> what to do.  I would suggest oversized tuning pins or plugging and 
> redrilling the pinblock.

I agree totally. 

> >4. The other 2 pianos are in N. San Diego county. Is there anybody on the
> >list that covers this area and can service her other pianos? I am somewhat
> >concered that these pianos may have a similar problem and I would like to
> >make sure they don't.
> 
> Steinway can provide a list of dealers nearby who can provide competent 
> service.
> 
Maybe.  I have a couple of clients whose previous tooner had been referred by the local Steinway dealer.   This is a guy who re-shaped a set of hammers, then said "and now they need to be voiced, but I can't do that"   These folks owned Asian pianos, and maybe the dealer only sends the good guys out for genuine Steinway pianos.  ??? 

Just my half-Hertz at A440,

Mike Spalding, RPT