Wow, these pins are made to pull a lot of force and don't break off just like that.

The other strings, more to the left, are not going straight either??! Is there tension at all on these strings? Makes me wonder about the area in between. Something else seems to have moved as well.

Therfore I have the impression something bad happened and not just with those 2 pins, and I would prefer a replacement over repair.

This is definitely a warranty situation, as there are obvious problems with the materials and/or workmanship. The company usually has the right to decide whether to replace or repair.

As a consumer, I would also probably ask for a replacement piano. Just be aware that the replacement piano will have hitch pins made of the the same (questionable?) alloy, driven in and bent back by the same person in the factory, subject to the same string tensions - i.e. just as prone to breakage.

The "defective" piano would then go to the dealer, where in an hour or two the pins would be replaced and the piano would be sold as new to the next client....

Considering what it costs for a corp like Yamaha to build one of these I would think a replacement instrument would be fastest and cheapest for all parties to this issue.

This part here;



I don’t know of any dealers who uncrate a piano, prep the piano and put it back into the original packing crate and deliver it to the customer. That makes little in the way of sense to me.

Maybe I am missing something. What would be the point of that.

Sorry to all....I somehow missed that this is an upright....I need to read more carefully! Regardless, I agree wih BDB's assessment.

Did you request this yourself by chance believing only this way you could get a " brand new" piano?

If this is the case, you're not alone.
However, this is a false assumption.

Some dealers unfortunately re-inforce this insane assumption.

In plain English it's called "cost-saving"....

Norbert

You've no doubt experienced this, but some customers outright demand their piano to be delivered fresh out of the box, despite the dealer's objections.

I would not have any problem having the dealer repair the piano and warranty the work if it were me.

I would, however, object to the major procedures described here being done in my house. If they want to tip it over, hammer on it, etc. I would expect that they would take it to their shop, repair it there, show it to me when they're finished, deliver it and set it up. That's what would be done if a car had a serious problem on delivery. I would not expect the mechanic to bring tools and repair it in my garage.

If they weren't willing to do that, the alternative would be a replacement piano.

Here is the update -
I couldn't wait for the technician/dealer to call me back and I was so mad that I called Yamaha directly . I spoke to their customer service team and the person asked me to send a picture and after I did , I got a callback right away saying that it will be replaced and added that he has never seen one like that before in his career !!
Unfortunately the dealer doesn't have another one in stock and we will have to wait for a week or 2 for the dealer to pick it up from Yamaha . I believe there is some paper work that dealer needs from Yamaha and because of the NAMM show, he won't get it until Monday.
After all this one thing that I regret was - not buying it directly from Yamha in the Costco roadshow. We had decided on the cable-nelson and the only reason we went with the Yamaha Authorized dealer was hoping that if anything went wrong the dealer would help. If I had not made the call to Yamaha customer service, I am sure there wouldn't have been any progress. Even after sending multiple emails to the sales person/dealer, he did not call us back or reply to the email. I have been the one calling and following -up.We didn't save any money by getting it from the dealer, in fact we would have saved atleast $100-$150 had we bought it from Costco( along with costco's return policy) .

I am really thankful to all of you who have contributed to this thread and I wouldn't have known the magnitude of the problem without all of your valuable comments /suggestions.I'll keep my fingers crossed hoping and praying that the next piano we get will be a good one !!

- jeya

Congratulationa Jeya,

That is the best outcome. I figured that Yamaha would respond immediately and replace the piano. They don't want to be left with egg on their face.