Warranty Work Question

[Paul McCloud]

Hi, Mark:
    I wouldn't worry about losing the client.  They will  appreciate your 
attempt to service their piano.
    The first thing is to understand who you are  working for.  If you are 
being paid by the dealer or manufacturer to address the problem, you will be 
working on their behalf.  Don't take  the side of the  customer against the 
dealer or manufacturer unless you plan never to work for the them again. 
Just identify the problem, make a recommendation, and see what is going to 
happen.
   You should make sure the dealer knows that you will be charging them for 
the service call if the manufacturer refuses the repair.  The customer 
should not pay  for this.  Then you are covered for your time.  If you say 
that the repair is a defect in  manufacturing, you can bill  the 
manufacturer for the repair when you're done..  If  you say it's an improper 
repair by someone else, the  manufacturer  will  refuse.  In that case call 
the dealer and tell them what you have found.  Don't do anything without 
authorization.  Otherwise  you WILL eat it.  If the dealer refuses to pay 
for the repair, let the customer know.  Let the customer deal with the 
problem in that case.  Don't get in between the customer and dealer.
   I assume the piano was sold as new.  If this is  a  used piano, all bets 
are off.  In that  case, it depends upon the agreement with the dealer and 
the  customer.

    Can you give more details about the problem?  It would help to know 
more.
    Best,
    Paul McCloud
    San Diego
----- Original Message ----- 
From: <mps at usol.com>
To: <pianotech at ptg.org>
Sent: Thursday, November 02, 2006 9:09 AM
Subject: Warranty Work Question


> Greetings...
>
> I am scheduled to repair a piano for a client of mine. I was just
> informed by them that it was to be paid by the manufacturer/dealer. I
> was contact via phone with the manufacturing company and they have
> sent me a form in which to fill out for this repair.
> Now the question...
> I have a very good business reputation with this client and would hate
> to lose them. I am prepeared [even have scheduled a date, (this
> Saturday) to make the necessary repairs]. But if the company tells me
> they can't pay me after all, I am out the money. If I don't pull through
> on repairing this piano, I could potentially damage an otherwise good
> business relationship with a client. I am well aware that this is a word
> of mouth business.
> What would you do?
> Also, this warranty form I need to fill out is asking me to make the call
> if it is a factory defect or a defect in workmanship of a previous
> technician. I DO NOT want to point fingers at anyone!
> What is a new technician to do here?  So many variables I guess.
>
> Thank you for your time
>
> Mark
>
> Mark's Piano Service
> mps at usol.com
>