 The Clarinet BBoard
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Author: Rhythmacres
Date: 2010-05-18 05:09
In Feb. of this year, one of my new students, an adult beginner, bought a new Buffet E-11, which I recommended. Soon, he discovered a crack in the upper stack. He reported it to the Buffet company, who directed him to go through the purchaser. The store rep. then called and ordered the section. Weeks went by, and the crack grew. It's about 5" long at this point. His only response so far is that the part has been back-ordered. The instrument was made in Germany, and we since have learned that the factory been closed.
There is some question as to the cost of transferring the keys over to the new section. The dealer (rightly) doesn't feel responsible, and I sure don't think the customer would be. Wouldn't Buffet be responsible for the cost of all of this? How does one get satisfaction in a situation like this? It's embarassing to me, because I've always endorsed Buffet clarinets.
Any positive replies would be appreciated!
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Author: Paul Aviles
Date: 2010-05-18 12:52
Dear Rhythmacres,
Buffet's Warranty is 5 years on defective parts. The dealer is clearly NOT fulfilling his/her responsibility which is to transfer keys and repad......at no cost to you.
You may deal directly with Buffet in FL. Call Joe D'Ambrosio at (904) 821-0234. In fact, in a situation I have with a three year old R13, I am having everything done through Buffet.
That said, there may be a unique situation with the "parts" to the German made horns. At any rate, Buffet would be the best bet to find out what can or cannot be done.
......................Paul Aviles
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Author: GLHopkins
Date: 2010-05-18 13:48
If the company that sold the clarinet is an authorized Buffet dealer they should do all of the work and bill Buffet. That is how we do it.
I would contact Buffet directly as Paul suggests. It is entirely possible that the dealer in question has not contacted Buffet at all.
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Author: Tobin
Date: 2010-05-18 15:15
In an aside, the student shouldn't be playing that instrument with the crack unattended to even if you're expecting the upper joint to be replaced.
At the very least have a repair tech fill it with glue.
James
Gnothi Seauton
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Author: Paul Aviles
Date: 2010-05-18 16:17
Let me correct GLHopkins.
According to Joe D'Ambrosio at Buffet, the reason you CAN NOT have warranty work done at any OTHER authorized dealer is that Buffet only provides the part. It is the "sellers obligation" that covers the time of the tech and the extraneous parts such as pads/corks. This is why my local dealer could NOT do the work in lieu of Woodwind Brasswind. I have an unusual institutional billing issue revolving around the cost of shipping (oh that red tape). Buffet solved the problem by picking up the shipping to Florida as well !!!!
.................Paul Aviles
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Author: GLHopkins
Date: 2010-05-18 18:11
Paul's right. I called our corporate office, and found that our company eats the key transfer cost.
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Author: clarnibass
Date: 2010-05-20 05:39
The dealer can't really do anything to replace the joint if they can't get the part from Buffet. If I was a Buffet dealer and found it impossible to get a part from them, I would accept my losses and offer to repair the crack for free. IMO if you like that clarinet then repairing the crack is probably the best way to go anyway.
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Author: GLHopkins
Date: 2010-05-20 16:31
If it's a matter of a few weeks until the joints come in I'd lend the customer an instrument until the joint could replaced. IF the customer will accept having the crack repaired I will repair the crack at no cost to the customer.
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