[pianotech] Fwd: Samick warranty protocol.

[Jim Busby]

Roger, et al,

I can't keep quiet any longer.

I have never had ANY problem with Samick and their service department. Last month I had a new piano with a dead bass string. Jane responded immediately, and cheerfully. She sent me the string within 2 days, no charge. I don't know her but I LOVE her already! Seems to be "on the ball" and the kind of person that any company would be proud to have in their employ. 

Roger, sometimes we just sit back w/o comment, and I guess your criticism about "PTG" possibly being an organization that fosters this kind of abuse might be deserved... but I don't think we are. You have always been a gentleman and I thank you and all your staff for what I see as good service. Please don't take any one person's remarks as representative of us all. 

For what it's worth, I'm one who appreciates you and your comments/protocol below are very apropos. Please keep up the good work you do as a representative of Samick. Since you've been there the company has come up several notches, in my opinion. My compliments to Jane as well.

Respectfully,
Jim Busby BYU



-----Original Message-----
From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of Roger Jolly
Sent: Thursday, October 29, 2009 5:10 PM
To: Pianotech
Subject: [pianotech] Fwd: Samick warranty protocol.


>
>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.
>
>