Warranty Information for Pianos sold through Total Piano Care.
PARTS and LABOR WARRANTY:
A limited three (3) year parts & one (1) year labor warranty is offered on most pianos we sell. This includes parts with mechanical defects, in addition to the labor to replace any such mechanically defective parts.
Parts included in this warranty include hammers, shanks, flanges, repetition levers, dampers, felts, keytops, back checks, and bushings.
If a part with a mechanical defect is identified within three (3) years of the date of sale, the buyer must take two actions to file a warranty claim:
1) Notify us via e-mail at our Contact Us page.
2) Call us direct at (866) 488-KEYS (5397) to inform us of the issue with the part in question.
The buyer will work with a local RPT (Registered Piano Technician) or other local, qualified piano technician whom we designate, who will (1a) identify the defective part in question and (1b) provide pictures and a video to us, (2) locate a replacement part, and (3) install that part.
This warranty is ONLY VALID: FIRST (1) AFTER YOU CONTACT US CONCERNING THE ISSUE, and SECOND (2) AFTER WE DESIGNATE and ASSIGN A LOCAL RPT to WORK WITH YOU.
The buyer is responsible to (a) pay the local RPT and (b) to provide us a copy of the paid invoice.
THE PIANO TECHNICIAN WHOM WE DESIGNATE MUST SUBMIT A VIDEO TO US, TO IDENTIFY THE DEFECTIVE PART IN QUESTION (Video #1) AND TO CONFIRM THE COMPLETION OF ANY WARRANTY LABOR WORK, FOR YOUR CLAIM TO BE VALID (Video #2).
VIDEOS MUST BE SUBMITTED TO US at our Contact Us page, with a link to YouTube, DropBox, or other video enabled hosting service.
ABSOLUTELY NO CLAIMS SHALL BE PAID IN WHICH A VIDEO IS NOT SUBMITTED TO US,FIRST, TO CLEARLY SHOW (1) THE DEFECTIVE PART IN QUESTION, AND SECOND, (2) THE SUCCESSFUL COMPLETION OF ANY PART(S) INSTALLED BY THE PIANO TECHNICIAN WHOM WE DESIGNATE TO REPAIR THE PIANO.
This warranty does not cover any and all parts considered to receive normal wear and tear, and does not include maintenance items and tasks such as tuning, voicing, and action regulation.
This warranty also only covers the mechanically defective part in question, and does not cover any neighboring parts.
Example #1: If a string were to break, the warranty covers the part(s) and labor cost of the repair or replacement, of the one (1) broken string, but would not cover replacing any unbroken neighbor strings, or all 200+ strings.
Example #2: If a hammer shank were to break, and the hammers are found to have a flat surface and string grooves, on its crown, due to excessive use and wear, the warranty will no cover the broken hammer shank, due to any alleged "hard use" of the piano. This is considered normal "wear and tear".
Example #3: If string keeps slipping out of tune, and the piano technician finds the tuning pin to be loose, a new tuning pin of a larger size shall be exchanged. If more than 70% of tuning pins are found to be of a low torque, disabling the piano to stay in tune for any longer than a few months, tuning pins shall be replaced with pins of a larger size. If over 85% of tuning pins are loose, a new pinblock shall be provided to the customer.
This warranty does not apply to certain pianos for sale in 'as is' condition, which may be pianos listed for sale on behalf of a consignor, such as a family selling their piano through our company, or an unrestored piano offered at a reduced or discounted price.
All returns are subject to a 15% restocking fee. No exceptions.
Clients agrees to pay for all legal costs associated with any disputes over this agreement, including but not limited to any attorney fees, court costs, and filing fees. This agreement shall be governed by the laws of California, in Riverside, CA USA.