PianoTech Archive

From Rob McCall <rob@mccallpiano.com>

Greetings,

I've been trying to get hold of anyone at Samick for over 2 weeks now for a warranty repair approval.  I've sent emails and left phone messages for Jane Jones and others.

Not a single message or call has been returned.

Anyone else having any problems with Samick?  Has anyone talked with them recently and know if they're still open this week?

It's getting very frustrating...  :-/

I'm supposed to remove a back action for a repair on Friday (repinning binding flanges), but I don't really want to do it if no one is going to pay for it.

Regards,

Rob McCall

McCall Piano Service, LLC
www.mccallpiano.com
Murrieta, CA
951-698-1875

From tnrwim@aol.com

Rob

About two months ago I wrote to Jane several times to do the same repairs you're doing, but never got a response. I did talk to the dealer who sold the piano, and he's having me do the work, paying out of pocket. He said he would try to get the money from Samick later. 

WIm


 



-----Original Message-----
From: Rob McCall <rob@mccallpiano.com>
To: pianotech <pianotech@ptg.org>
Sent: Wed, Dec 19, 2012 3:05 pm
Subject: [pianotech] Samick customer service


Greetings,


I've been trying to get hold of anyone at Samick for over 2 weeks now for a warranty repair approval.  I've sent emails and left phone messages for Jane Jones and others.


Not a single message or call has been returned.


Anyone else having any problems with Samick?  Has anyone talked with them recently and know if they're still open this week?


It's getting very frustrating...  :-/


I'm supposed to remove a back action for a repair on Friday (repinning binding flanges), but I don't really want to do it if no one is going to pay for it.




Regards,


Rob McCall


McCall Piano Service, LLC
www.mccallpiano.com
Murrieta, CA
951-698-1875





 

From Rob McCall <rob@mccallpiano.com>

Wim, 

This is a 2004 Kohler & Campbell KCG-650 that I talked with Jane about 18 months ago. There is no dealer available. Jane told me at that time that if this problem appeared that it would be covered under warranty.  When I finally ascertained that the problem they were having with hanging dampers was the pinning problem that Samick had referenced, I told the customer that this would be a warranty repair.

Now I can't get hold of them...  I wonder what they do all day besides ignore phone calls and not return emails.  :-/

I figured waiting about 3 weeks, right before the client goes on vacation, would give me plenty of time to get hold of Samick and set it all up.  I'd finish the job and reinstall right after they get back from vacation. It's extremely disheartening that I can't get hold of anyone.

So if anyone from Samick is reading this, please respond!!

Regards,

Rob McCall

McCall Piano Service, LLC
www.mccallpiano.com
Murrieta, CA
951-698-1875

On Dec 19, 2012, at 17:17 , tnrwim@aol.com wrote:

> Rob
>  
> About two months ago I wrote to Jane several times to do the same repairs you're doing, but never got a response. I did talk to the dealer who sold the piano, and he's having me do the work, paying out of pocket. He said he would try to get the money from Samick later.
>  
> WIm
>  
> -----Original Message-----
> From: Rob McCall <rob@mccallpiano.com>
> To: pianotech <pianotech@ptg.org>
> Sent: Wed, Dec 19, 2012 3:05 pm
> Subject: [pianotech] Samick customer service
> 
> Greetings,
> 
> I've been trying to get hold of anyone at Samick for over 2 weeks now for a warranty repair approval.  I've sent emails and left phone messages for Jane Jones and others.
> 
> Not a single message or call has been returned.
> 
> Anyone else having any problems with Samick?  Has anyone talked with them recently and know if they're still open this week?
> 
> It's getting very frustrating...  :-/
> 
> I'm supposed to remove a back action for a repair on Friday (repinning binding flanges), but I don't really want to do it if no one is going to pay for it.
> 
> Regards,
> 
> Rob McCall
> 
> McCall Piano Service, LLC
> www.mccallpiano.com
> Murrieta, CA
> 951-698-1875
> 

From tnrwim@aol.com

Rob

I wonder if we are going about this the wrong way. It's the customer's piano that is under warrantee, so it should be their responsibility to get service from Samick. We can give the customer Samick's contact information, but we should not have to get permission from Samick to do the work. Ask your customer to contact Samick and ask how they want to fix the problem with their piano. Since there is no dealer involved, the customer should pay you, and then get reimbursed by Samick. 

Wim  


 



-----Original Message-----
From: Rob McCall <rob@mccallpiano.com>
To: pianotech <pianotech@ptg.org>
Sent: Thu, Dec 20, 2012 1:27 am
Subject: Re: [pianotech] Samick customer service


Wim, 


This is a 2004 Kohler & Campbell KCG-650 that I talked with Jane about 18 months ago. There is no dealer available. Jane told me at that time that if this problem appeared that it would be covered under warranty.  When I finally ascertained that the problem they were having with hanging dampers was the pinning problem that Samick had referenced, I told the customer that this would be a warranty repair.


Now I can't get hold of them...  I wonder what they do all day besides ignore phone calls and not return emails.  :-/


I figured waiting about 3 weeks, right before the client goes on vacation, would give me plenty of time to get hold of Samick and set it all up.  I'd finish the job and reinstall right after they get back from vacation. It's extremely disheartening that I can't get hold of anyone.


So if anyone from Samick is reading this, please respond!!




Regards,


Rob McCall


McCall Piano Service, LLC
www.mccallpiano.com
Murrieta, CA
951-698-1875





On Dec 19, 2012, at 17:17 , tnrwim@aol.com wrote:


Rob
 
About two months ago I wrote to Jane several times to do the same repairs you're doing, but never got a response. I did talk to the dealer who sold the piano, and he's having me do the work, paying out of pocket. He said he would try to get the money from Samick later. 
 
WIm


 



-----Original Message-----
From: Rob McCall <rob@mccallpiano.com>
To: pianotech <pianotech@ptg.org>
Sent: Wed, Dec 19, 2012 3:05 pm
Subject: [pianotech] Samick customer service


Greetings,


I've been trying to get hold of anyone at Samick for over 2 weeks now for a warranty repair approval.  I've sent emails and left phone messages for Jane Jones and others.


Not a single message or call has been returned.


Anyone else having any problems with Samick?  Has anyone talked with them recently and know if they're still open this week?


It's getting very frustrating...  :-/


I'm supposed to remove a back action for a repair on Friday (repinning binding flanges), but I don't really want to do it if no one is going to pay for it.




Regards,


Rob McCall


McCall Piano Service, LLC
www.mccallpiano.com
Murrieta, CA
951-698-1875





 



 

From tnrwim@aol.com

On the other hand, for what it's worth, I contacted Young Chang last night to get new action brackets, and Sam at YC responded this morning that the brackets are on their way. 


 
Wim



-----Original Message-----
From: tnrwim <tnrwim@aol.com>
To: pianotech <pianotech@ptg.org>
Sent: Thu, Dec 20, 2012 8:17 am
Subject: Re: [pianotech] Samick customer service


Rob
 
I wonder if we are going about this the wrong way. It's the customer's piano that is under warrantee, so it should be their responsibility to get service from Samick. We can give the customer Samick's contact information, but we should not have to get permission from Samick to do the work. Ask your customer to contact Samick and ask how they want to fix the problem with their piano. Since there is no dealer involved, the customer should pay you, and then get reimbursed by Samick. 
 
Wim  


 



-----Original Message-----
From: Rob McCall <rob@mccallpiano.com>
To: pianotech <pianotech@ptg.org>
Sent: Thu, Dec 20, 2012 1:27 am
Subject: Re: [pianotech] Samick customer service


Wim, 


This is a 2004 Kohler & Campbell KCG-650 that I talked with Jane about 18 months ago. There is no dealer available. Jane told me at that time that if this problem appeared that it would be covered under warranty.  When I finally ascertained that the problem they were having with hanging dampers was the pinning problem that Samick had referenced, I told the customer that this would be a warranty repair.


Now I can't get hold of them...  I wonder what they do all day besides ignore phone calls and not return emails.  :-/


I figured waiting about 3 weeks, right before the client goes on vacation, would give me plenty of time to get hold of Samick and set it all up.  I'd finish the job and reinstall right after they get back from vacation. It's extremely disheartening that I can't get hold of anyone.


So if anyone from Samick is reading this, please respond!!




Regards,


Rob McCall


McCall Piano Service, LLC
www.mccallpiano.com
Murrieta, CA
951-698-1875





On Dec 19, 2012, at 17:17 , tnrwim@aol.com wrote:


Rob
 
About two months ago I wrote to Jane several times to do the same repairs you're doing, but never got a response. I did talk to the dealer who sold the piano, and he's having me do the work, paying out of pocket. He said he would try to get the money from Samick later. 
 
WIm


 



-----Original Message-----
From: Rob McCall <rob@mccallpiano.com>
To: pianotech <pianotech@ptg.org>
Sent: Wed, Dec 19, 2012 3:05 pm
Subject: [pianotech] Samick customer service


Greetings,


I've been trying to get hold of anyone at Samick for over 2 weeks now for a warranty repair approval.  I've sent emails and left phone messages for Jane Jones and others.


Not a single message or call has been returned.


Anyone else having any problems with Samick?  Has anyone talked with them recently and know if they're still open this week?


It's getting very frustrating...  :-/


I'm supposed to remove a back action for a repair on Friday (repinning binding flanges), but I don't really want to do it if no one is going to pay for it.




Regards,


Rob McCall


McCall Piano Service, LLC
www.mccallpiano.com
Murrieta, CA
951-698-1875





 



 
 

From Jon Page <jonpage@comcast.net>

>Since there is no dealer involved, the customer should pay you, and 
then get reimbursed by Samick.

This is how I would handle it.

-- 
Regards,

Jon Page

From Joseph Giandalone <rufy@rcn.com>

Jeez guys, Isn't this part of the service that you (a professional) offer? You know how to talk to the company's tech support people (you even, in theory, know how to get ahold of them) ? you know the lingo and you know how to respond to their BS or evasions if that's what they're offering. You know if you're looking at a legitimate warranty issue, or some problem cause by the customer.

Bill the customer for your time if you need to.

Just my opinion, but that's the way I'd like to be taken care of by a repair/service person that I'd hired to fix something I knew very little about. That would get me enthusiastic about boosting that serviceperson's reputation and hiring them back again in future.

Joseph


On Dec 20, 2012, at 2:02 PM, Jon Page wrote:

> >Since there is no dealer involved, the customer should pay you, and then get reimbursed by Samick.
> 
> This is how I would handle it.
> 
> -- 
> Regards,
> 
> Jon Page
> 

From Rob McCall <rob@mccallpiano.com>

Joseph,

This is the approach I've been taking.  This piano first came to me about 18 months ago.  It had severe beach cancer and I restrung the piano along with new tuning pins. I also worked with Samick and they sent me all the hardware - hinges, wheels, rosettes, pedal rods, pedals, etc.  Anything that was metal and corroded got replaced.

At that point Jane told me that this piano may be part of the recall for center pins that bind.  It wasn't a problem until about 6 months ago when I had 1 damper that was hanging up.  I thought it was related to the corrosion on the damper wires (which I thoroughly removed), but it wasn't.  About 3 weeks ago, after the client complained that now instead of just one, it's about 8 dampers that are hanging up, I pulled the action and checked the flanges and sure enough, they stay up by themselves without any other influence. It seemed a pretty obvious conclusion. So I called Samick...

Seeing as this is the same piano that Samick had already told me should be covered under warranty, I told the client that this was one of the problems I had previously discussed with them and it should be a warranty issue.  I scheduled an appointment 3 weeks out (tomorrow) figuring I'd have it all set up by then.

I called again this morning.  The secretary said that the appropriate person was in and that she would personally go back and put a sticky note on her computer screen so that she would know to call.  Today I had the same result as all the others... nothing...  :-/

It befuddles the imagination as to how a business can be run when you have no contact with your clients or professionals who may sell pianos or maintain them.

Regards,

Rob McCall

McCall Piano Service, LLC
www.mccallpiano.com
Murrieta, CA
951-698-1875

On Dec 20, 2012, at 16:14 , Joseph Giandalone <rufy@rcn.com> wrote:

> 
> Jeez guys, Isn't this part of the service that you (a professional) offer? You know how to talk to the company's tech support people (you even, in theory, know how to get ahold of them) ? you know the lingo and you know how to respond to their BS or evasions if that's what they're offering. You know if you're looking at a legitimate warranty issue, or some problem cause by the customer.
> 
> Bill the customer for your time if you need to.
> 
> Just my opinion, but that's the way I'd like to be taken care of by a repair/service person that I'd hired to fix something I knew very little about. That would get me enthusiastic about boosting that serviceperson's reputation and hiring them back again in future.
> 
> Joseph
> 
> 
> On Dec 20, 2012, at 2:02 PM, Jon Page wrote:
> 
>>> Since there is no dealer involved, the customer should pay you, and then get reimbursed by Samick.
>> 
>> This is how I would handle it.
>> 
>> -- 
>> Regards,
>> 
>> Jon Page
>> 
> 
>