First time (in a long time) ordering a replacement string by dimensions. Company asked for dimensions to be carried out 3 decimal places, so one of those dimensions was 5.730". Company erroneously converted it to 5 3/8". When the error was pointed out to them they asserted that they cannot be responsible for math conversions! Seriously? Someone involved in the (reasonably technical) process of string making cannot convert 5.73" to 5 3/4 instead of 5 3/8???
I'm shocked! (Or possibly too naive?)
If you are absolutely sure that they are in the wrong I would consider imforming the Co. that if they will not replace the string that you will post the Co. name on this discussion forum. Wonder what their policy is if you had sent a rubbing.
I'm with Keith. If they asked for decimal places and that's what you gave them, then they are responsible for any error on their end. (If they asked for a fraction and you gave them decimals, that is different.) Make sure the error is theirs, and tell us who it is if you feel comfortable with that. I am shocked.
They are remaking the string (on their dime). BUT--- according to the acknowledgement I received last night, they're making the SAME error again. I spoke with them this morning and they're re-making it again (at their expense, I understand). Apparently they want the core diameter and the winding diameter in decimals, but they want the winding length and position in fractions (which they neglected to mention). Regardless, I just don't understand what is so difficult in converting/approximating 5.73" to 5 3/4" (instead of 5 3/8")!
I'm hesitant to mention the company as I've done business with them for years and they've always been great to date. Perhaps they have some youngster making their strings these days. Frustrated, because the first time I ordered it, it was wrong because my micrometer was out of spec. Bought a new one, got the measurements correct, and now this!
Timothy, I neglected to ask you if you were only ordering a string or two or was this part of a set.
Well, diameters in decimal is perfectly reasonable. Lengths in fractional inches seems a little outdated to me as decimal or mm. are so much easier to read with less chance of read errors: 7/8, 14/16, 28/32... Hmmm...
Glad the string makers are doing the right thing here.
It was a single string replacement.
I agree Wlm. No need to embarrass anyone or tarnish reputations. I've done business with this company for many years and they've always been great. They're remedying the error at their expense, so no worries there. I'm just baffled that their staff isn't able to do such a simple conversion.
It's possible they just had a fight with a family member, or just got some bad news, and therefore the head was not quite right that day. Stuff happens, as we all know.
Peter Grey Piano Doctor
FWIW, assuming we are talking about a certain string maker located in Tennessee that also makes strings for new pianos manufactured in NY, I have had the same problem previously - twice in fact - failure to convert from millimeter (I gave my length measurements in millimeters) to old, out of date, cumbersome English units accurately.