Dealers..was Altenburg.....

[Joseph Garrett]

A comment was made, that dealers are prone to turn their back on problems,
rather than contact the manufacturer. Although this may be the case many
times, I think it is not always the case.
Case in point, Local dealer, long established, FORMER dealer of Mason &
Hamlin. A NEW M&H "A" came in with a defect, customer liked the piano, but
pointed out the problem and said he would buy the piano, IF the problem was
fixed, to his satisfaction. Although, what he perceived as problem, was
cosmetic, the problem went far deeper and was real a faux pas by the
manufacturer. Several techs looked at the problem and all came to the same
conclusion. The dealer, who, at the time, did not know that he was losing
the franchise, called M&H and was told that it was not a problem and
suggested a really STUPID fix, to satisfy the potential client! The dealer,
did not like that suggestion and asked me to call and possibly convince the
"Technical Representative" of the need for a "CORRECT" fix for the problem.
The person who I talked to was, IMO, an idiot. He was condescending and
outright belligerent. Bottom line: M&H refused to pay for the "CORRECT" fix!
The dealer, not wanting to lose the sale and wanting to satisfy the client,
authorized me to do the "CORRECT" fix. The client bought the piano and is
very satisfied with the instrument. (BTW, this is a high end player!!) The
client knows about the whole situation. Second Bottom Line: M&H was informed
of this and still refuses to pay the dealer, (I was paid directly by the
dealer). There's really something rotten at M&H and it needs to be
addressed!!!! I really like the resurrection of the M&H and have promoted
them many times. Presently, because of this mess, I will NOT recommend them,
until I hear that the dealer has been paid and they have replace the idiot
that I talked to. Of course, that's just me, but I will stick by it. (Flack
Suit covered by High end Flame suit!<G>
Best Regards,
Joe Garrett, RPT, (Oregon)

Been There, Didn't Like It, So I'm Here To Stay! [G}