OPINION: Deb takes list down treacherous path!!

[David Skolnik]

Dear List-

Is it appropriate for this list to be addressing this sort of customer 
issue?  I guess I think not.  We have certainly discussed aspects of the 
problem in the past...soundboard cracks, humidity control, warranties, 
rebuilding definitions...even $ (on rare occasions!).  Attempting to 
respond to a specific customer complaint, however well meaning and 
articulate the response, seems to be territory we should be wary of.   This 
is, after all, a free discussion forum.  It does not express the official 
position of any organization or group, though its participants are, for the 
most part, members or affiliates of the Piano Technicians Guild.  It is 
reasonable for someone, approaching the list with a question like this, to 
expect a fairly consistent response.  As much as Ms. Rogers says that "Any 
advice would be appreciated...", the truth is, too much advice can be as 
unhelpful as too little especially if the information is conflicting or, 
possibly, inaccurate.  A customer submitting a question is not the same 
thing as "The Daily Puzzler", and should not be approached as one, to be 
figured out.

Though I disagreed with one or two of the things David Love said, I agree 
with his basic response to Ms. Rogers:

>I would try to find a reputable technician in the area to advise 
>you--someone not
>affiliated with that dealer who can give you an unbiased report and address
>the problems and concerns you have.  It may be something as simple as
>voicing.    Dealers do not always use the best technicians.  They are
>sometimes motivated by the best price.  See if you can get a reference from
>the local chapter of the Piano Technicians Guild in your area ( see
>www.ptg.org for a list).  Or contact some of the better known teachers in
>your area and ask for a referral.   Without a thorough first hand
>inspection of the piano, you are not going to be able to get enough
>information to address whatever problems may exist.

as well as Terry Farrell's succinct reply:

>This piano was bought from Steinway in 1927. I suspect that original 
>warranty is expired. I don't see where this issue has anything to do with 
>Steinway now.
>
>And the lady stated that the board was replaced for the additional cost 
>that would have been incurred at the time of original rebuilding - not as 
>a stand-alone job. $3,000 is within a reasonable cost range.
>
>Terry Farrell

Of course, I think we all hope that Miss Rogers is able to resolve her 
problem successfully.  I think some of the issues raised are worth 
discussing among ourselves without being of immediate assistance to Ms. Rogers.

David Skolnik