Complaints

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. ****** came to tune the piano on Sep.30th,2022. He said it's done and the piano works well, although this is an old piano, I am quite lucky. I should tune next year. I paid 125 cash. He didn't give reciept. The process went smooth on Sep.30th, 2022. 2. My daughter played piano on Oct.1st, 2022, the second day of tuning. The middle Fa has no sound. I called ******. He said he didn't find the problem yesterday. I asked him to come and reinspect. A tuner didn't find the key has no sound is unbeliveable. He is either not qualified nor professional. He should inspect every key, but it's obvious he didn't. He refused to come or carry out the after sale service, and he rudely stoped the call. Then I sent messages to him and tell him I suspect he is cheating, his work is not qualified and I will complain. He denied he is cheating, and send me the receipt. 3. I have reported to customer complain, but they say the amount is too small to accept. They suggested me to call *******. The lawyer of ******* said I am reasonable and could ask him to deliver refund, but if ****** refuses, they don't suggest me to go to court, bacause the case is too small. And the lawyer said I may contact ***.  

  Business response

  06/10/2022

  The initial service started when a client called me asking for help to move a piano professionally. I suggested a company for moving and offered to inspect a piano before moving in order for client not to pay for a piano that is in a bad condition such as worn out , seized, broken parts and so on as piano by description sound old and had no maintenance for a number of years. The offer of an inspection has been denied. After the piano has been moved, a client scheduled a piano tuning; no inspection has been asked for. Upon appointment, the service of piano has been done; the quality of sound has been checked and measured by special equipment. During the appointment while communicating, I have been told that the piano hadn't been tuned for about 7-10 years meaning it never been played neither. Even though the piano was out of tune very badly I managed to bring it to the right pitch so client as per my opinion is "lucky" with tuning because I was able to bring it to the right pitch with only one tuning. Usually it takes several times to tune to the correct pitch. After tuning I checked the sound by playing the music and it was working well. To highlight here, I have not done any inspection of the mechanism or keys because I was not asked to do so; it is a different service which is not included in tuning.  As the suggestion after tuning I said the piano needs to be tuned at least once per year and it is better to change the piano because this one is too old and requires lots maintenance in order of the piano not to brake down any moment. 

  When I received a complain about not working sticky key the following day after tuning, I tried to explain many reasons why sticky key might happen bringing up many examples like weather, humidity level, age of a piano and so on, and explaining why sticky key has nothing to do with the tuning itself which is done to correct the strings, not the fixing keys. I also tried to resolve the issue over the phone asking a client to follow my instructions to possibly fix the issue, but my suggestions didn't give us the good results. . All of that made me to come to conclusion that there is something wrong with the mechanism, so I need to come for the separate service ( inspection and repair) which I have to charge for. The client got mad at me; said numerous offensive words, blamed me on doing a bad job and so on. I stopped the conversation as it was unacceptable for me to listen to all of the insults. We continued conversation via messages and the client continued the insults ( all of the conversation is recorded and available upon request). To me it looked like she didn't want to cooperate and blamed me on not doing the job I was not invited for and not paid for. 

  I wish her all of the best in finding a professional piano technician who would be able to satisfy her needs and requirements 

   

   

  Customer response

  12/10/2022

  ********** ********
  
  I am rejecting this response because:

   

  a tuner can’t find a key has no sound is not professional. He admitted he doesn’t find it, but refuse to do any after sales services. His attitude is extremely bad. He is not qualified to be a tuner. 
  
  The fact is he didn’t find the key has no sound as a tuner. And he refused to come to make things better. He is not reliable. 
  
  

  I didn’t insult him, but I do suspect he is professional or qualified. And he is impolite. 

  Sincerely,
  ******* ****
  

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