Can I contact Yamaha direct?

[Openwood]

I have a problem with a Yamaha piano which we bought in 2005. I've tried contacting the dealer about getting repairs done under guarantee but, to cut a long story short, I can't get no satisfaction. Two questions:

1) Is there any point in going to Yamaha direct to see if they will honour the gaurantee themselves?
2) If the answer to question 1) is yes, who do I contact and how?

Thanks

[athomik]

This is a common problem since the advent of internet sales. Most dealers have at least one technician they regularly use (even if not employed by them), but those technicians will be of no use if the dealer is at the other end of the country. Yamaha themselves have no piano technicians who go out to do customer repairs. Talk to your dealer and see if they'll agree to pay the fee if you arrange for a local freelance technician yourself. During the warranty period, Yamaha will supply parts free of charge, but the dealer is responsible for any labour costs.

If you can't get anywhere with the above, try Yamaha Service on 01908 369213 for other possible options.

BTW, who is your dealer, which model do you have and what is the problem?

[sussexpianos]

name and shame the dealer!
Some dealers are only in it for the money. You can contact Yamaha but they might just send you back to the dealer. You have a 5 year warranty and that means a lot. Write (regestered) to the dealer to say what is wrong and threatern with legal action if it is not taken care of. Also send a copy to Yamaha and Im sure that will work.

[sussexpianos]

where's the spell checker??

[Barrie Heaton]

1) Is there any point in going to Yamaha direct to see if they will honour the gaurantee themselves?

Yes as some dealers don't have the Techs to do it


2) If the answer to question 1) is yes, who do I contact and how?

Thanks[/quote]

by phone 01908 366700 asks for the acoustic department and explain your problem

Barrie,

[Barrie Heaton]

Some dealers are only in it for the money.

Please do tell me the dealers who are not in it for the money - mind you some of the discounting that has gone on I was thinking that some of them did it for fun and not for profit


Barrie,

[Openwood]

Many thanks for your replies. I'm not going to name the dealer- at least not until I've tried a few of your suggestions! But it isn't one of the big names.

[sussexpianos]

What I ment by " only in it for the money" was that some dealers are only interested in profit and not customer service or aftercare. The ideal piano shop should be a place where you are made welcome, treated with respect and not blinding you with science, making sure the piano you have is fully checked over and tuned to concert pitch( excluding older cheaper pianos), delivered by an experiance & insured company, have a free tuning after delivery and offer an excellent aftercare service. As well as all that, help promote music by helping local piano teachers, stocking piano music if its difficult to buy locally, and if possible, help out locally run concerts etc. I have always discounted my services for charity, fund raisers etc. It helps promote your business and helps other people.

[athomik]

The ideal piano shop should be a place where you are made welcome, treated with respect and not blinding you with science, making sure the piano you have is fully checked over and tuned to concert pitch( excluding older cheaper pianos), delivered by an experiance & insured company, have a free tuning after delivery and offer an excellent aftercare service.

Unfortunately, the internet, while always being good for a bargain, has had a major impact on the kind of dealers mentioned above. If you operate from a warehouse, sell all over the country (making it impossible to provide decent technical backup for most of your customers) and just need to employ a minimum of knowledgable staff, you can operate on profit margins which would be impossible for the traditional, local dealer. This is the case for the whole of the music business, but is particularly significant when it comes to pianos - there's no problem sending off things like electronic keyboards or guitars for repair, but it is a bit difficult to find a box big enough for your piano.