February 1989

Steinway & Sons Vice President of Sales Frank Mazurko sends an inter-office memorandum to Bruce Stevens, regarding the increased number of warranty problems at Steinert’s (Steinway & Sons dealer in Boston since XIX century): “This particular dealer, who is our best dealer overall, has really been experiencing some of our shortcomings in product quality. Notice the piano, #503,678, with a cracked soundboard. In addition, I have raised concerns in the recent past about the numerous cracked soundboard reports and authorizations to return merchandise. We must look more carefully into this matter. I believe we have never had this many cracked soundboard problems in the past. I believe our own records would provide proof of this.”