[pianotech] Broken Agraffe

[Laura Olsen]

Isn't Ray Chandler the Bosendorfer rep?  If so, he's good to work with.  Give him a  call.  His number's in the PTG directory.

If you need me to send it to you, I will.

Laura Olsen

On Oct 4, 2011, at 6:38 PM, Tom Driscoll wrote:

> Matthew,
>  You said an option was to send it back. Is this a new or relatively new piano? This must be under warranty.  My advice is to view the piano with the tech services phone # in hand and  If you can get someone live , describe the problem and ask advice. Try and contact the rep the day before you get to the piano and essentially make an appointment for the phone consult. 
> 
> The way this usually works is that the tech services rep will be thrilled to have you on the scene and as long as your proposed fee is reasonable he or she  will usually give you  authorization on the spot and the customer will be astonished that the problem is being fixed without them having to fight any battles.
> 
> The other option for the rep is to contact the local dealer --if there is one -- pay for another trip to the piano ,then authorize and pay for yet another trip for the repair.
>  Another unfortunate reality in this dynamic is that the manufacturer - dealer  relationship can be adversarial . Believe me I've seen this and spoke about it to a longtime friend who used to be a tech rep for a few well known manufacturers . He described huge bills presented for simple fixes that often should have been included in normal dealer prep. 
> 
> Anyway ,back to the problem-- the issue is getting the correct agraffe . Once you have that you can proceed with any number of techniques to remove the old stud .
> (The archives are full of this topic) 
> End result is you are the hero to the customer , you have an new contact  in the trade  for future referrals and most important the piano is fixed without the hassle of the last techs 
> essentially quitting on a repair that any RPT should be able to do.  
> 
>  Most of my warranty work has come from the more common Asian manufacturers such as Yamaha with the discolored  keytops of the 1980's,  Young Chang with the action bracket problem   and Baldwin when our friend Kent Webb was on board --- can you say CORFAM !---  but  I did perform a warranty repair many years ago on a new Bosey and was able to get approval , materials (Damper trichords in this case) and payment without problem .
> As I mentioned keep the fees fair and reasonable and the rep will call YOU when these things come up.
> 
> Best wishes,
>  Tom Driscoll
>  
> On 10/04/11, toddpianoworks at att.net<toddpianoworks at att.net> wrote:
> Hi,
> 
> I have a customer with a broken agraffe on a Bosendorfer grand.  I just wanted to know what the deal is.  I know about Steinway issue with broken agraffes from the early 80's.
> 
> Any history I can give to this Bosendorfer customer would be appreciated.  I have yet to make a trip out there, but she did have another tech over, and he said she needs to send the piano back.
> 
> Thanks in advance for the input!
> Matthew
> 
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