[pianotech] Customer complaint

[Joe Goss]

Hi, Take a copy of the responses to this subject and give to the customer.
Joe Goss BSMusEd MMusEd RPT
imatunr at srvinet.com
www.mothergoosetools.com
----- Original Message ----- 
From: "Leslie Bartlett" <l-bartlett at sbcglobal.net>
To: <pianotech at ptg.org>
Sent: Sunday, April 08, 2012 7:49 AM
Subject: Re: [pianotech] Customer complaint


> 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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