A few years ago a subscriber submitted a story about how he watched
a piano mover ruin his reproducing piano.  Here's my tale:

For the past year my Seeburg E with violin pipes has been in central
California undergoing the best work I can afford (I will not mention
names as of yet).  The piano was ready, in perfect shape.  I heard it
over the phone; I heard it even better on cassette.

The move proceeded from the rebuilder to my home in Long Beach, CA.
The company, which shall remain nameless as of this writing, was
instructed to handle it like the fragile antique it was:  like glass.
At the pick-up end it was -- with kid gloves.  Perfect.

It had to go to a warehouse over the weekend to sit, which gave me
cause to ponder.  Remember that too many moves with any sensitive
instrument opens the Pandora's Box to potential problems: in this case,
a new pair of delivery men unfamiliar with the first leg of the
journey and its Kid Gloves treatment.  Here are the facts in an
unvarnished manner, as they happened thereafter.

At 8:25 A.M. March 22, the movers called and told me my Seeburg would
be delivered "within minutes."  I started making coffee when I heard
the truck rumble up.

I usually greet the movers to make them feel at home, because they work
hard in a thankless business, and also to make sure they don't do
something stupid.  They did not ring the bell to announce they had
arrived.  I dilly-dallied with the coffee, but finally wandered out
to say hello.

They had already unloaded the Seeburg and had dollied it *on its side*
for over 40 feet to my front steps.  This is precisely what I didn't
want them to do, because an automatic upright should remain upright.

I got very uptight and told them I was concerned that turning an
automatic on its side was not a normal position for such a delicate
machine that I had spent thousands on, and that something could be
amiss, loose, or broken upon final inspection.  "Nobody told us
nuthin'," was the leader's reply, even though the rebuilder was
explicit in his instructions on how to handle the item from door
to door.

I immediately called the mover's headquarters to alert them that
something was going-down with the move that could have serious
consequences as to my pianos performance.  This was verified by
an attentive representative.

Meanwhile, the movers had righted the piano with much effort and got
it into my home.  I plugged it in, and watched the A-roll.  The piano
played.  The Loud and Soft played.  The mandolin played.  So far, so
good.  Seeburgs are tough.

The "violins-on" perf approached.  Nothing.  I listened in horror.
I waited again for another violin passage.  Again nothing but the
sound of escaping air.

I called Headquarters and told them what was happening, that it would
have to go back, that the violin pipes were not working like they were
supposed to.  I asked what to do.  She said to write down a damage
report on the delivery receipt and send it back with the piano.

I called the rebuilder to tell him that the movers were dropping the
ball as we spoke.  We tried to diagnose the problem over the phone, with
symptoms that could be clues to the problem, but as I entered my living
room the movers had already taken the piano out of my house, loaded it
in a heartbeat, and were just moving off when I ran after them to stop.
I asked where they were going so fast.  They said they were "late with
other moves."

I said, "Wait a minute.  I was told I had to sign a damage claim and
send it off to HQ."

"Who told you THAT," asked the lead driver.  "Why, your Headquarters,
of course," I replied.  Then came this reply from the driver:

"What are you, some kind of Wise Guy?" (!!!)

I told them I was on the phone from the minute I saw the piano on its
side, on my cell phone, unbeknownst to them, with a running commentary
to a company rep.

They grudgingly gave me the delivery bill to write out my notes, with
a pen that was out of ink, and then started driving off to their next
gig before I could even finish my commentary.  They drove off without
giving me my copy of the delivery bill.

I called HQ and read them the riot act about their technique, both
moving and customer-wise.  I then e-mailed my thoughts to everyone from
the president on down to two claims people.  I hard-copied everyone
concerned in the organization.

I related my concerns to the rebuilder, who was asked to submit an
estimate for damages on a piano he did not have in his possession
to diagnose before any claim could be processed.  The piano was now
on their turf, in their warehouse.  Do you see what this could have
led to?

The estimate was mailed -- a high quote to cover a worst-case scenario,
but very reasonable, all things considered, for $2,500.  The movers
knew it was high, but better to err in that direction than to err low,
and get burned.

There was a big discussion at HQ on just how to handle "me."  The
verdict:  I went in personally today and had face-time with all the
players, president on down.

I grabbed their laminated "Declaration of Customers' Rights" plaque
and plunked it down on the table in the middle of their conference
room.  I won't go over its hogwash about the customer being paramount,
blah, blah, blah.

Their loophole:  On the receipt, which I never received, was the clause
that did not hold them liable for any internal or electrical parts,
*only case damage*.  This went on for over an hour.  I argued that
for a mover calling me "a wise guy" was reason enough to give me the
benefit of the doubt and give me a break.  I argued that this so-called
professional mover behaved extremely unprofessional to me in this case,
that a little goodwill would go a long way to better customer
relations.

I argued that I chose them due to the rarity and value of my
instrument, and I would expect shoddy service from Joe Blow movers
were I crazy enough to entrust them with my valuable instrument.
I argued that I had recommended them to others, had indeed used them
many times before without problems.  I indicated I had access to the
web, and the MMD group, where very soon thousands would know who NOT
to use.

I indicated I had made contacts within their organization over the days
between the move who told me that "I would really be surprised to know
just how many damaged piano claims were pending with this company at
any given time."  I indicated that I was prepared to go to two consumer
activate people on local TV and radio to alert the public, as well as
small claims court.

Their response: "We admonished the driver as to his customer
relations, but we are not responsible for internal parts.  We have
moved hundreds of nickelodeons on their sides over the years without
this kind of damage.  You have a claim pending.  I cannot say that you
will receive any money as a result of damage from the move.  It could
have been broken at the rebuilders, if the truck hit a bump, etc., but
it definitely couldn't have happened because your piano was turned on
its side.  Rudeness on the part of our driver has no bearing on any of
this, and won't influence our decision."

As I mentioned I am not naming the company as of yet; on Wednesday they
are shipping the piano back up north to the rebuilder -- on the house,
I hope.  There is a slight chance they will pay if the charges are
minimal, but I doubt it.  If the outcome goes bad for me, I will post
the details.

Dear MMDers, this could happen to you.  What would you do if you
were in my shoes?

Cheers,

Mark Forer