[pianotech] Fwd: Samick warranty protocol.

[Roger Jolly]

>
>I am more than a little disgusted that I am responding to the recent thread.
>
>To be clear to all, I would first come to Jane Jones defense, and state 
>publicly that she has followed company policy, and has even bent the rules 
>to try and satisfy the individual in question.
>
>1.  Fact.  No pre authorization was either sought or given to this 
>individual to do work on our company's behalf.
>2.  Fact.  We received an invoice for 3hrs labour no description of what 
>was done. Just pay me for 3hrs work. We will happily post a copy of the 
>invoice since this persons idea of truth is different than ours.
>3.  Fact.  Both Jane Jones and I have received email containing foul and 
>abusive language.  This is not the way to get problems resolved. True 
>professionals do not behave in this manner.
>4.  Fact.  We have issued a cheque for this unauthorized work, despite the 
>abuse we have received.  The dealer has been made aware of the problem, 
>and will be sending a professional technician to fix the problem.
>
>
>Now to be clear on how we need to do business:
>
>1.  Warranty repairs should be first reported to the selling dealer, and 
>local authorization for the repair is given.  An estimate of what the 
>charges are going to be should be furnished at the time.
>2.  We accept that not all dealers are cooperative, and we will be happy 
>to receive your request directly.  We will need the selling dealers name, 
>model and ser. number of the unit being worked on.
>3.  We will require an estimate of the cost so we can authorize the 
>work.  In some cases it is cheaper for us to replace a piano.  Re pinning 
>for loose tuning pins is an example. We have  had estimates as high as 
>$4000.00.  We are not in the business of paying some one to learn.
>4.  The invoice should include the following:  Model, Serial number. Date 
>of authorization, Work done,  Date of work completed.
>5.  We generally clear all out standing invoices each Friday, unless Jane 
>is away, or there is missing information.
>6.  We are more than willing to work with any technician to help our 
>dealers and customers.
>7.  We pay a fair hourly amount, that a well trained tech can accomplish a 
>given task.
>
>
>Samick has made a major investment in the technical community, and all we 
>ask for in return, is some respect and some cooperation.  This will change 
>if  PTG condones the type of action that has been taking place.  On a 
>personal note, I will have no part of an organization that fosters this 
>type of false thread.
>
>Yours Respectfully
>Roger Jolly
>Director of Product Development.
>Samick Music Corp.
>
>