[pianotech] Customer complaint

[Leslie Bartlett]

Personally, I'd go back, still expecting she would be getting another tuner.
But the string could have affected other strings (not your fault- her
ignorance), or it could have changed in relation to other strings. I'd
straighten it up, tell her it would likely happen again, and say further
adjustments would be the prevue of another tuner, should that be her choice.
The ignorance of people about their instrument is monumental- you can only
educate to the limits of their willingness to learn..........
JMO
Les bartlett

-----Original Message-----
From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf
Of richarducci at comcast.net
Sent: Sunday, April 08, 2012 6:31 AM
To: pianotech at ptg.org
Subject: [pianotech] Customer complaint

List,
During the tuning of a yamaha c-1 last week , the bass string F below middle
C broke.
Piano gets serviced once a yr. and has a DC system installed, pitch was
about 10 cents or less flat.

The client took the position that "I" broke the string so"I" am responsible
for replacing it at "MY" cost.

I explained to her that the string broke, I did not "break" the string.

I returned the next week and replaced the string with a Mapes duplicate and
charged her $40 total.

She has made it a point in the past to tell me of other tuners that charge
less, and I had made up my mind that this was going to be my last visit.

I wished her good luck with her piano in the future, and left.

Just received email from her saying that several other notes are not
functioning well now and wants me to come back and address those issues.

I replied that the string was replaced correctly, and it has no bearing on
other notes, and that she will need to contact another tech.

How would you guys handle this?
Thanks.


Rick Ucci
Uccipiano.com=
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