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Greetings everyone.

About 4 years ago, the fall Board on my Mason and Hamlin BB started to develop cracks in the veneer and I had a very qualified piano and furniture refinisher work on it to fix it. He tried twice and the repair would last only about 3 months. By this point I am out of $240 and now I have emailed the company since it should be covered under warranty (12 years). I purchased the piano new in late October of 2011 and it is still under warranty. This is obviously a defect of workmanship and now Mason wants to charge me $685 for a new Fall board which I think is ridiculous. I purchased the piano from Ruggero pianos in Raleigh NC and he no longer carries them, however he has contacted M&H several times on my behalf and has even offered to pay for the new board (which I don't think he should). I have known Richard Ruggero piano for several years and his customer service, integrity and honesty are second to none and also a dear friend.
I wanted to know if anyone has experienced a similar issue with the finish on these pianos. The built date for my BB is 9/9/2008 and the warranty begins on the date of purchase which was late October/2011. I should also add that I am extremely careful with my stuff and always monitor the humidity and temperature in my room. It has never been dropped, banged or anything similar. The rest of the cabinet is in pristine condition and it sounds like the cracks are coming from inside the wood and probably was not aged properly. I am really hoping that they will take care so another great American legacy Company does not turn to s&*t.

Thanks and I look forward to your replies.

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I find it hard to believe the cracks are in the veneer. Do they go straight from left to right?
Maybe a picture?


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Sorry to hear about this. Are the new cracks in the same - or different - places? Did you contact M&H BEFORE you had the piano/furniture restorer work on it? What type of finish (satin ebony or other) does your piano have?


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Did M&H say why they are not willing to replace the fallboard under warranty? Did the person who repaired the cracks indicate anything about what he think caused them?

Last edited by pianoloverus; 06/03/21 10:29 AM.
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Originally Posted by Carey
Sorry to hear about this. Are the new cracks in the same - or different - places? Did you contact M&H BEFORE you had the piano/furniture restorer work on it? What type of finish (satin ebony or other) does your piano have?

I agree, Carey, I believe I would have contacted M&H first, before having a furniture repairer try to repair the fallboard. M&H could use that as an excuse to void the warranty.

The fact that the dealer has agreed to pay for a new fallboard is commendable.

Sorry you had to deal with this issue on such a new, and respectable brand.

Rick


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I would let the dealer take care of you on this, and I wouldn't feel guilty about it. You did buy a new M&H from them (which was a benefit to them in the past), and to their credit they are willing to stand by the product, seems like a win win and a way to reduce your personal hassle in the situation. smile

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The crack actually starts from the center of the logo and go to the left. After looking in different light there are cracks all over the place. Ruggero piano told me that some other clients have had issues and Mason will not stand behind. Just a crappy excuse and I am going to call them every single day until I speak with someone. The piano has a satin ebony finish.

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Yes, Mike Collins at M&H said that the fall board is not covered under warranty which is total BS.

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Originally Posted by graycat89
Yes, Mike Collins at M&H said that the fall board is not covered under warranty which is total BS.
I would tend to agree with you. smile


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Originally Posted by graycat89
Yes, Mike Collins at M&H said that the fall board is not covered under warranty which is total BS.
How can M&H not realize that saying something like that could easily cost them a lot more in lost sales than covering the fallboard under warranty? Just losing the sale of one BB would cost them the same as replacing around 60 fallboards according to my rough calculation.

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Read your warranty, and the Magnuson-Moss Act, to see what your rights are.


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They must not be very interested in selling new pianos, lol.

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Originally Posted by Ed McMorrow, RPT
Maybe a picture?

+1 on the pictures

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I agree that a fall board is a very small price to pay compared to loosing the sale of a piano or several instruments. The warranty SPECIFICALLY says that it covers all defects in manufacturing. I will also post it on social media. I am not asking for a new piano, just a fall board and for an American legacy company to stand behind their products. I owned a Yamaha C5 for 27 years before purchasing the BB and right after I bought the C5, the ivorite started to discolor. My technician filed a claim and Yamaha sent a new set of keys and paid my technician ALL labor, regulation, etc, to install them. And that folks is how it's done.

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If M&H ever agrees to replace the fallboard, they should be reminded to make sure the new fallboard matches the rest of the piano. They may have changed their process for creating a satin ebony finish since when your piano was built.

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Yamaha replaced bad keytops even after the warranty was expired.

The usual warranty covers materials and workmanship. This would cover cracks like this. You should complain to the Federal Trade Commission. They are responsible for enforcing the Magnuson-Moss Warranty Act.


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Very disappointing behavior from a company with a venerable history. I love my vintage BB, but if I would be shopping for a new piano, I would omit M &. H from the contender list. Piano touch and tone are important but company service when something goes wrong trumps everything. Part of buying a given brand is peace of mind and trust.


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graycat89, you have not answered the question about whether you contacted M&H first, before you had someone else attempt (twice) to repair the fall board. Did you let M&H know you had someone attempt the repair? I'm seeing a lot of company bashing here, but I'm not sure we're getting all the details. No disrespect intended.


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It does not matter. Mason & Hamlin would have to prove that the repairs caused the problem to get out of their responsibility.


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Originally Posted by graycat89
I agree that a fall board is a very small price to pay compared to loosing the sale of a piano or several instruments. The warranty SPECIFICALLY says that it covers all defects in manufacturing. I will also post it on social media. I am not asking for a new piano, just a fall board and for an American legacy company to stand behind their products. I owned a Yamaha C5 for 27 years before purchasing the BB and right after I bought the C5, the ivorite started to discolor. My technician filed a claim and Yamaha sent a new set of keys and paid my technician ALL labor, regulation, etc, to install them. And that folks is how it's done.

A friend has a MH BB from 2017 that also had an issue with the soundboard at purchase. To his disappointment, MH did not wish to honor their warranty. For this and your experience, I'm not too keen on piano warranties in general, but Yamaha and Kawai seem to be the exception from what I have read.

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