Hey Wim, We're friends so please take this from a friend okay? I have 8 short points to make.. 1. Cool down. 2. You said it yourself. We don't always have to be right. I don't like being wrong either but, I am wrong a lot. Did I say really say that? 3. The more you argue, the bigger the problem becomes. 4. It's common sense Wim. Pre-approval is needed by any organization. Read on. 5. Take nothing for granted. Get it in writing. 6. If the dealer gives the approval, the dealer gets the bill. 7. If the dealer gives approval to bill Samick, I still would have contacted Samick first before I did anything at all. In light of the fact that the problem with the piano appears to have not been resolved apparently, I would not have billed a dime. If I can't fix it, I don't charge for it. Or, I don't charge until I have it fixed. 8. Remember, you started it by posting it here. Honestly, I don't think it belonged here in the first place. Now that is, it is only fair that Samick has a say in the matter now too. I'm not trying to tick you off. As I said, we are friends. I'm just telling you as a friend, that it's time to cool it way down to below a simmer. This has gone too far in my opinion. Deal with it privately and civilly with Samick as best you can. You may have to eat some crow.. They may have to eat some too. Either way, bring honey into the picture instead of bumble bee's. Jer From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of wimblees at aol.com Sent: Thursday, October 29, 2009 9:28 PM To: pianotech at ptg.org Subject: Re: [pianotech] Fwd: Samick warranty protocol. It's a shame that Roger has to resort to lies to get his points across. I appreciate and commend him that he is standing by Jane. But that doesn't resolve the issues, or the bad public relations created by this incident. Please see my responses to what Roger claims are "facts" -----Original Message----- From: Roger Jolly <roger.j at sasktel.net> To: Pianotech <pianotech at ptg.org> Sent: Thu, Oct 29, 2009 1:09 pm 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. Fact: If pre-approval was needed, no one, neither Samick nor the dealer, ever said anything about it, or asked for it, for the first set of invoices I sent or the second invoice I sent. In fact, for the first invoice, which was sent to Samick a week before the convention in Grand Rapids, Jane told me the invoice had been received, processes and a check would be sent "soon". It still took 3 months to process. If pre-approval was needed, why wasn't I told about it, then? >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. Fact: Along with the 2nd invoice, which was sent in the middle of August, (which does show "3 hours of work") I sent a detailed letter explaining what I did. When I asked Jane about this 2nd invoice, she told me she had not received it. So I sent her a copy of it again, along with another letter explaining what I did for three hours. I know she got it, because she responded that she would "personally walk it to accounting" to get processes. Again no word about getting pre-approval, or that anything was "missing" from the invoice. >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. Fact: I used one swear word (The BIG one) in my communication with Jane. (for which I have apologized). I never used a swear word in my communication with Roger, other that asking him if perhaps he could "kick some ass" to get me paid. (I won't even respond the profesionalism comment). >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. Fact. The work was "authorized" by the dealer. If this is not how Samick wants work to be done, then blame the dealer, and ask him to pay the bill. But don't take it out on the technician. As far as sending another technician to fix the problem, the fact is that along with the invoice, I not only explained what I did, but I also specifically asked Jane to ask Roger to help me solve the problem I was having with this particular piano. I also asked for his help in a subsequent follow up letter, and in a third letter sent just a few days ago. As of today, I have yet to hear from Roger. The fact that Roger has not responded leaves me to believe that he either doesn't know how to solve the problem, or it's a design fault, which he is not willing to admit. As far as the "abuse" Samick has received on this, perhaps I am missing something here, but when is it "abuse" to ask for payment for services rendered. If there was a problem with my invoices, or a failure to get approval for the work done, why didn't ANYONE at Samick contact me? When is it "abuse" to ask for help from the 'head technician" to solve a problem? When is it abuse that I brought to everyone attention a problem that has been talked about in the past by other technicians? From where I am sitting, it is me who is being abused, and it's the other technicians who have to wait three months to get paid who are being abused. Roger, you and I have known each other for a long time. I respect your technical knowledge, even though you come across rather arrogantly about it. I'm sorry this issue has gotten out of hand. But I don't' appreciate being degraded, especially inferring that I am not professional technician. I work very hard in my craft, and I have a lot of respect from my collogues and my customers for my honestly and technical knowledge. I hope we can put this episode behind us, and go on from here. The information you posted about how to get paid for warrantee work is greatly appreciated. I am sure all of the techncians who work for Samick will appreciate it. And please make sure all your dealers are aware of it. Sincerely Wim >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. > > _____ avast! Antivirus <http://www.avast.com> : Outbound message clean. Virus Database (VPS): 091029-0, 10/29/2009 Tested on: 10/29/2009 9:55:31 PM avast! - copyright (c) 1988-2009 ALWIL Software. -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://ptg.org/pipermail/pianotech.php/attachments/20091029/9ab6dc5c/attachment-0001.htm>
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