Wrong String

[Farrell]

The one thing I have not seen mentioned here is that these are examples of why we place a typical retail markup on parts. Now of course the markup on one string will not pay for a special one or two hour lost trip, but over the course of all parts you sell, it will help. And hopefully, if most parts are good, it will eventually cover your lost trip.

That is why the customer is willing to pay retail for the string, the hammer, the DC system, the whatever - because we at least guarantee the part will work that day. The piano owner is relying on our expertice and experience to choose a quality supplier for our replacement strings or whatever. That's why I find it generally best to purchase the best quality suppies one can find - fewer callbacks and a better functioning piano.

Charge retail and eat the time when a part goes bad.

Terry Farrell
  
----- Original Message ----- 
From: "Clyde Hollinger" <cedel@supernet.com>
To: "Pianotech" <pianotech@ptg.org>
Sent: Monday, September 30, 2002 6:36 AM
Subject: Re: Wrong String


> Friends,
> 
> Somehow I missed Alan's original email, but I would like to respond to what is
> here.  Essentially I agree with David, but I am in the middle of a situation
> along this line.
> 
> I ordered a custom-made replacement string from Schaff for a grand piano.  It
> looked okay when I got it, but when I installed it and attempted to pull it up
> to pitch, it would go flat in a matter of 10-20 seconds.  Again and again I
> pulled it up to pitch, to the point where the winding was within a hairbreadth
> of the agraffe, watching closely to see where the problem was.  It was clear
> that the becket was holding, but the eye terminal winding and the twist were
> slowly slipping.  At one point I noticed the position of the tail stop (the cut
> end of the string at the far end) was straight up toward the ceiling.  After a
> number of attempts to keep the string at pitch, it was then horizontal.  It was
> clear to me why this string was not holding pitch.  The string was faulty at
> the loop end.
> 
> I cut the string out of the piano, went home and contacted Schaff.  The
> spokesman was helpful and said these things happen and they would make and send
> me a new string without charge.  It arrived the end of last week, and I plan to
> install it today.  The eye twist and terminal windings are more substantial on
> this second replacement, and I do not anticipate any further problem.
> 
> I raised the question about who pays for my first trip to the piano.  I spent
> well over an hour making a special trip to that area, installing the string and
> fiddling around trying to get it to hold the pitch.  Who should pay?  There are
> three options.  The client can pay, though they are not at fault.  I can absorb
> the loss, though the fault is not mine, either.  It appears clear to me that
> the string maker should pay, because they sent me a defective string.
> 
> However, the reality is that even if the supply company is at fault, they
> cannot afford to stay in business if they begin paying technicians for their
> time and trouble, unless they hike the prices of their goods to cover such
> losses.  Since my losing money due to faulty parts is a rarety, I am going to
> absorb the loss myself, even though strictly speaking this is not a fair
> solution.  I understand that life isn't always fair, so Clyde, get over it,
> forget about it, and move on.
> 
> Regards,
> Clyde Hollinger, RPT
> Lititz, PA  USA
> 
SNIP