As standard operating procedure, QRS now requires that I make some attempt to help solve roll related problems before requesting a replacement roll. About one in a 1000 rolls has some type of defect. Most of the defects (over 75%) occur during the spooling process, which happens so fast that's it's humanly impossible to detect the defect. Typically, the paper will get wrinkled -or folded over on itself. This causes the roll to track improperly. Fixing the problem is as ease as ironing a shirt. Gently pull the wrinkle out and then iron it with a clothes iron set to medium heat. The second most common problem deals with the right spool flange. Occasionally, it gets stapled on a little crooked. This pushes the paper to the left a slight amount, and the end result is that the roll does not track properly. It's easy to see when the flange is mounted crooked, and fixing the problem is as simple as forcing the flange to a position such that it turns around without wobbling. This problem affects about 15% of all defective rolls. And, remember to "knock the roll" after the flange has been reset. Third comes "knocking the roll", or forcing all the paper to the right side flange before putting the roll in the machine. This procedure is explained in the top of every QRS roll box. Detecting roll paper that has been cut (or sliced) incorrectly is also very easy. Simply remove the left flange, knock the roll, and look of any unevenness in the paper -which should be perfectly flat. Lastly, about 1 in 10,000 rolls is cut off-center. There is no way to repair such a roll. And, when there is such a problem, it effects the entire batch of rolls. That's because multiple copies are cut at the same time (13-20 per run). QRS is usually aware of such defects shortly after examining the first returned roll, and they then pull all the rolls from that run off the shelf and use them as packing paper. (And you wondered where all that packing paper came from... :-) So, I ask that some attempt be made to resolve the problem on your end if at all possible. Naturally, when it comes to overseas orders and problems that cannot be resolved, QRS (and I) now refund the purchase price of the roll. (The cost of shipping now prohibits sending one replacement roll.) Or, the customer is given a credit on their account, which can be used against a subsequent purchase. (From a personal perspective, one of the reasons that I'm not quick to collect the monies for the cost of shipping is directly related to problems with rolls. So, I can credit the customer's account and then use the credit against the cost of shipping....)
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Since "Player-Care" is an internet business, I prefer that we correspond via E-Mail (click here to fill out the 'Request Form'). However, if I'm not in the middle of some other activity, you can reach me at 732-840-8787. But please understand that during the hours from 8AM-5PM EST (Mon-Sat), I'm generally quite busy. So, I probably won't answer the phone. If you get the answering machine, please leave a detailed message stating the reason for your call. Also, repeat your name and phone number clearly and distinctly. By necessity, I prioritize everything in my life. And, if you call and just leave your name and number, and ask me to call you back, it might be a day or two before I return your call. Why? Because I don't know why you want me to call and I might not be prepared to assist you in an effective and efficient manner. If you leave me an E-Mail address (which I prefer), spell it out phonetically. The more you do to help me, the more I can help you in return. Don't rush. You have four minutes to record your message.
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