A visit to PianoMaster...

I must say I am very touched by the service that PianoMaster have. They have read my blog and from my blog, they understand that I was upset with the double strike problem and the warranty issue. And they have called me up to understand the issue better. Since I am on a day's off to do my routine check-up on Si Qing today, I've made a visit to PianoMaster International after my check-up to talk about the issues that I had. =)

Well, it was a misunderstanding on both parties. Haha, there wasn't the important element of communication that had created all these misunderstanding. And I am glad that I've made the trip down and sort out the areas which I was upset about, and reached a mutual understanding =)

I have removed some of the postings which I have made previously and would also like to share with we have discussed here....


1. Warranty Issues
For those who have read my previous post on the 10 years Warranty on the Hailun pianos, I stated that I was upset because the Warranty only includes parts and does not include labour costs and transport.

But I only found out today that PianoMaster they themselves were not aware of the fine prints that were printed on the Warranty Cards, as they had outsourced the printing of the Warranty Cards to a 3rd party. And apparantly, there had been a misprint. Ok, they were careless on their end. In fact, the 10 years warranty provided by Hailun actually included both labour costs and transport costs and of coz the costs of the parts. It is both from the dealer and the manufacturer! Hence, yeah! Which means, my Hailun pianos does have a 10 years FULL WARRANTY! Woohoo! And they will be replacing the Warranty Card which they have issued after the re-printings have been done, and I will be collecting mine when the cards are ready soon. =)

And on the topic of the "must" to tune the pianos with PianoMaster 6-monthly, well it was their way of protecting themselves as they had encountered extreme cases of people not tuning the piano for 4 years and insist on selling the piano back to PianoMaster because they had the buy-back clause when the piano was bought. But it was never meant to be a hard and fast rule. However, in my opinion, it is still advisable that you tune your piano at least once a year (in Singapore) to ensure that your piano is in tune and perform its very best by the technicians! Haha, like I say, tuning piano yourself is not as easy as I thought as I read more into it.

And there is also a one for one new exchange for the case of Hailun too just like Kawai and Yamaha in the event it is a major problem in the piano, though it is not explicitly written in the Warranty Card. Frankly, I don't expect major problems will happen to the piano. I trust that Hailun has all the necessary checks to ensure that their pianos are of a different quality to set itself apart from the sterotype of China pianos are lousy.

Hence, I got to take back my blog on saying that the Hailun Warranty is virtually worthless. It is indeed very worthy!


2. Double strike issues
For those who have read what I have posted previously on the double strike problem, which was only resolved when I have approached a 3rd party technician. I was upset then coz the problem was not resolved, and it is actually a minor problem.

But ok, I must admit, I don't belong to the kind of person who will go and call and complain until my problem is solved. Haha, rather, I will highlight the problem subtly when my piano was delivered, and if it is still there even after the piano settles down, I will wait until the next tuning session to highlight the problem again. But not the kind who will call the shop and complain!

But I only found out today that PianoMaster that when I raised the double strike problem the day when it was delivered, Jason meant to let the piano settle down for a few weeks first, before looking at whether the double strike problem would be better or not. And for the fact that I did not call them again to ask them to come down to fix the problem, they have assumed that the double strike problem is gone. And the 2nd tuning was done by a junior technician who had not reported the problem to the office when I raised it again. Ok, I don't blame the junior technician given that he is still very inexperienced and maybe did not know it was something which he should have highlighted to his boss. And on my side, I have assumed that they were not able to solve my problem and hence I have approached a 3rd party technician. Well, effectively, I did not actually give PianoMaster another chance to look into the problem, and just assumed that they could not solve it.

For this, there had been misunderstanding on both sides, and we both assumed, without proper communications. I am glad that we talked to each other today and cleared up all the misunderstandings.