Recently I have had my 40 year old Hamburg Steinway undergo action rebuilding and refinishing by Steinway London themselves.
Two problems were encountered.
The first attempt at a new polyester finish resulted in a piano finish with a ver poor result. Steinway acknowledged the problem and the work was completely redone. Steinway do not do this work I was informed so the piano had to be returned to the company they were subcontracting to. The result is now quite acceptable.
Being of this age the piano obviously has ivory keys which were in perfect condition. I made things very clear to Steinway that these were to be preserved at all costs as they are now irreplaceable I suspect.
On the final return of the piano it was obvious these had been damaged. Filing away at the sides of the keys, five keys in particular. Not just the key body but the ivory platings as well.
Can anyone advise what redress I may be entitled to. The damage as far as I have been advised cannot be repaired without replacing the naturals of the keyboard.