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I took delivery of a new Kawai K8AS today, and it was a really wild morning. First, I asked them to make sure that it is a small delivery truck because a large, long bed truck might have a problem going up our long, 150 ft. plus, and fairly steep driveway. Well, guess what, they sent an 18-wheeler...so I had to help push the piano, still in box, up the driveway to the side door. While pushing it up a 6 in. step in front of the door, the small dolly went side way and the whole piano landed on the driveway with a loud bang... We opened up the container, physically the piano looked okay, the fallboard came off on the right side, but was able to put it back on easily thus I decided to go ahead and take it. Got it into the room okay despite the fact that it put a dent in the wood floor and broke the tile by the door. Delivery guys were very nice and worked hard to get it into the house, with our help, so I did not want to fuss at them. It was an accident that no one wanted to happen, when it happened we all stood there for a moment in disbelief! Tonight, I played each note and each seemed to respond fine i.e. each key went up and down with no hesitation; however, there was a problem with the music rack and the left pedal did not respond at all. The music rack wiggled on the right side, took it off tightened the loose screws, put it back on and noted the right side is about 3mm higher than the left side. I opened up the bottom panel and noted that the rod to the left pedal came off completely. I told the piano company what happened and sent them picture of the rod just leaning against the side of the piano. I asked them to get me an RPT ASAP to check this out instead of waiting for 4 weeks or so before having a tech tuning it again. What else should I be worry about? Thanks. Murphy's law was in full play today

Realistically, the piano should be structurally sound, but the moving company should be held responsible for any damages to the piano and your house. Any reputable mover should have insurance, so it shouldn't be a problem. If it is, you can take them to court for damages.

The pedal rod is not serious, but the piano should be checked for hidden damage, particularly to make sure that the case was not knocked out of square.

The movers do not sound competent to me.

Further, the piano was sent to you in a box?

This means there was no prep. done at all. Make sure the tech. coming is aware of this. He may have to spend more time there than he might normally expect.

They sent me a video showed that it was unboxed and prepped. They reboxed it for shipping.

the "hidden damage" is what I am really concern about. Thanks, I will make sure the tech will check the casing.

I am so sorry this happened to you... and, you definitely seem to have a good attitude about the incident and the ordeal. There is no doubt this clouds the joy and happiness you should be experiencing as a new piano owner.

If it were me, I'm afraid I would not be so forgiving of the movers, especially since you tried to alert them of the long, up-hill driveway to start with. In my view, you would not be out of line for wanting a new piano or additional compensation for the possible hidden damages or potential damage that might not show up for a while. Or, at a minimum, I'd want an extended warranty.

I agree with BDB, the movers sound inexperienced or incompetent.

I hope this all works out for the best.

Rick

Hmmm. You asked them for a small delivery truck so when they sent an 18-wheeler "...I had to help push the piano, still in box, up the driveway to the side door."

Let's stop right there, Smiley. 18-wheeler shows up, you say, "Take it back, I asked for a small truck that will fit." Movers ask you to push it up the steep driveway, you reply, "No."

I know you want your piano and are a nice and helpful guy, but you are already your own worst enemy here.

"While pushing it up a 6 in. step in front of the door, the small dolly went side way and the whole piano landed on the driveway with a loud bang... We opened up the container, physically the piano looked okay, the fallboard came off on the right side,"

Now, you don't exactly say what happened, but if it was you who replaced the fallboard... "but was able to put it back on easily thus I decided to go ahead and take it" ...then you are already in trouble: this is the job of the seller's agent, which is either the mover or the technician. Once you start down this road when there's already pretty good suspicion that you could have a problem, you're moving toward their being able to say, "Well, he messed with it and may have damaged it himself; the warranty is voided. Anyway, we can't tell who did what damage." Or something like that, and honestly, it's fair to ask.

"...Got it into the room okay despite the fact that it put a dent in the wood floor and broke the tile by the door. Delivery guys were very nice..." They are also nice and liable for the damage to your home! "...and worked hard to get it into the house, with our help, so I did not want to fuss at them. It was an accident that no one wanted to happen, when it happened we all stood there for a moment in disbelief!"

"Tonight, I played each note and each seemed to respond fine i.e. each key went up and down with no hesitation; however, there was a problem with the music rack and the left pedal did not respond at all. The music rack wiggled on the right side, took it off tightened the loose screws, put it back on and noted the right side is about 3mm higher than the left side. I opened up the bottom panel and noted that the rod to the left pedal came off completely. I told the piano company what happened and sent them picture of the rod just leaning against the side of the piano."

You truly break my heart, Smiley. Such a nice and helpful guy, and such a nice piano... and already in such a heap of trouble.

I would send it back, right away! You have noted the serial number, so when they send you a new piano, you will check it to see that it actually is a new unit with a different serial. These are only the misadventures that you saw with your own eyes. But you know--- and everyone knows--- that new pianos are not made for this demolition derby handling. It means one thing only, for you: trouble. Actually, Elvis sang a whole song about it (not a piano song, but it works): "Suspicion."

Real piano movers do not want your help, Number One. A new piano, in warranty, must be worked on by a qualified technician Or Else, Number Two.

These problems belong to the seller. So start again. And they should fix your floor, too. Let them be glad they don't have to buy you a new foot, or a new back.

Maybe this all sounds too tart--- I'm actually kind of outraged on your behalf, and I'm sending you my best hopes for a good outcome. And sure, I can forgive that miscommunications happen, accidents happen, and all that. A piano delivery is such a rare occasion for most of us, we want to pitch in and make it go ok. But pro's know better: they will smile, thank you, and ask you to step out of the way.

Do you have the option to return this piano to exchange it for a new one? I might be inclined to do that just for peace of mind. It's also very simple. A cursory tech inspection may hit the high points, but if damage is there but hidden from the eye it may take months or years to show up.

A few days ago, there was a topic in the Technician's area about wheels for piano dollies. This story illustrates one of my points from that topic.

Pushing the piano up the driveway would have been no problem with the proper dolly. If the dolly's wheels are large enough, at least 6 inch diameter, it would have gone right up. If the wheels did not swivel, there would be plenty of control. You just push the piano in the direction where you want it to go, without wasting energy keeping it straight. If you want to turn it, press down on one end of the piano and turn it on two wheels.

Inexperienced movers want small wheels on a dolly so they do not have to lift the piano as much. The fact that they will be lifting the piano much more to get over obstructions escapes them. They want wheels that swivel so it will turn more easily, despite the fact they will have much more trouble making the piano go straight, which is what they usually want to do. Even when turning the piano, there is much more control when the wheels do not swivel.

So I bet these movers had a dolly with about 3 or 4 inch diameter casters that swivel. The wrong people with the wrong tool for the job!

This kind of story makes me kinda sad, but makes me grateful I hired pro movers to move my grand instead of the craigslist $200 special. They were quick and efficient, and really a joy to watch, despite the fact that they had to deal with stairs and a tough turn. And you can bet they wouldn't have let me anywhere near the piano while they were doing the job. My mother always used to tell me "Sometimes cheap is too expensive," and it looks like that was the case here.

I was moving a piano for a client one time and she thought the piano was going to tip over so she went to try to grab the piano.

Instead, she hit me square on the left cheek. We almost lost the piano when she "decked" me.

My wife was with me and I thought I was going to lose her from laughter.

When moving a piano, I don't want the customers help. The move is entirely mine to make sure it goes right. Throwing some one in that hasn't done this creates a hazard for not only the piano, but for the movers, and the ones trying to help.

My dolly has 4"wheels and they all swivel. And this is the only instance there has ever been a problem, and that was when the customer stepped in to "help".

I also strap the dolly to the piano so the dolly goes with the piano. Makes it easier if trying to get through a door way where you have to lift the end of the piano over a thresh hold. Also makes sure the dolly stays with the piano.

The movers should have gone back to get a smaller truck to get closer to the house, and they should have had enough experienced help that there wasn't a problem.

Now watch. I've jinxed myself and I'll have a piano tip over.

Yes, but you are in Texas. The entire state is flatter than Oakland! Believe me, you do not want swivel wheels when there are hills.

These people were hired by the piano company and I was charged $500 for the shipment/delivery.

LOL we live on a hill. This is not west Texas where it is more flat. I live in north central Texas where there are hills

I really appreciate your frankness. I needed to hear all of this to prepare myself in dealing with the piano seller. I am really bummed right now :(((

Smiles, that was a really rough story to read. And you paid $500? I hope you can get a new piano and wish you well.

+1 what Jeff Clef said.

I am REALLY sorry to read about what happened with the delivery of your new piano.

My two cents: the dealer owes you a new piano; they owe you an apology; they need to fix your floor. I would NEVER have accepted delivery of an instrument that had been dropped, particularly in front of my eyes. It's sure not "new" any more after that.

If the guys with the semi show up again, whether to pick up or deliver, just say, "no". It will be easier on you in the long run.

As to who takes the financial hit, the dealer or the mover - who cares - as long as it's not you.

Good Luck, and let us know how it goes.

I asked him to file a report with the moving company. The ball is in his court so to speak. I am very much leaning toward a new piano so that I could have the peace of mind for the long run. What a saga this has been i.e. first choosing between a DP or an AP, ended up with both, the "good" news is that there was no problem with the delivery of the Kawai DP so at least my daughter can practice on that. Why me???? LOL

I apologize for giving the impression that it was your fault that the movers were shoddy. I didn't mean to say that you hired cheap craigslist movers, only that these movers (where were surprisingly provided by the dealer) appeared to be as unprofessional as craigslist movers.

I'm really sorry this happened to you, and I do hope you get the entire situation (including your floor) resolved without any more costs to you.