Musical and cabinet detailing, such as factory voicing and regulation, and plate and cabinet cosmetics, are reasonable, but have traditionally lagged somewhat behind the company's European competitors in finesse. Over the last couple of years, however, the company has been making a determined effort to remedy this by paying close attention to many small details, and by applying lessons learned from its European operations. Examples include: rounding the edges and corners of satin ebony models so they will better hold the finish and not prematurely wear through; more careful woodworking on the bottom of the piano, and applying a clear coat of lacquer to the bottom instead of painting it to cover imperfections; protecting the case and plate during stringing and other manufacturing operations so they don't have to be touched up, often imperfectly, later on; additional time spent playing-in pianos during manufacture in order to naturally harden the hammers so they don't need quite so much chemical hardening and voicing in the field; and other improvements too numerous to mention here.
Steinway pianos require more preparation by the dealer than most pianos in their class, but, as mentioned above, the factory preparation has greatly improved, so the work required by the dealer is no longer excessive. Still, some dealers are more conscientious than others, and I occasionally hear of Piano Buyers who "can't find a good Steinway." How much of this is due to inherent weaknesses in some pianos, how much to lack of dealer preparation, and how much to customer bias or groundless complaining is hard to tell. I suspect it is a little of each. Piano technicians who work on these pianos do sometimes remark that some seem to have more potential than others. Many dealers do just enough regulating and voicing to make the instruments acceptable to the average customer, but reserve the highest level of work for those situations where a fussy customer for one of the larger models is trying to decide between a few particular instruments. Most customers for a Steinway will probably find one they like on the sales floor. However, if you are a discriminating buyer who has had trouble finding a Steinway that suits your preferences, I recommend letting the salesperson know, as precisely as you can, what you're looking for. Give the salesperson some time to have a few instruments prepared for you before making a decision. It may also help to tactfully let the salesperson know that you are aware that other options are available to you in the market for high-end pianos. By the way, customers seeking to purchase a model B or D Steinway who have not found the piano they are looking for at their local dealer can make arrangements with that dealer to visit the Steinway factory in New York, where a selection of the larger models is kept on hand for this purpose.
As mentioned earlier, Steinway owns a branch factory in Hamburg, Germany, established in 1880. The "fit and finish" (detailing) of the pianos at this factory is reputed to be better than at the one in New York, although pianists sometimes prefer the sound of the New York Steinway. Traditionally, the Hamburg factory has operated somewhat autonomously, but more recently the company has been synchronizing the two plants through technical exchanges, model changes, jointly built models, and materials that are shipped from New York to Hamburg. It's possible to special-order a Hamburg Steinway through an American Steinway dealer; or an enterprising American customer could travel to Europe, buy one there, and have it shipped back home.
In 2008 Steinway underwent a change in management, the first in 23 years. For the first time, the company's top executives have been recruited from its European operations rather than from America. It is speculated that this may signal a subtle change of direction with regard to quality issues, and may be one of the reasons that European quality standards are appearing to be more strictly applied to the American-made instruments.
Warranty: 5 years, parts and labor, to original purchaser.
STORY & CLARK
Story & Clark Piano Co.
269 Quaker Drive
Seneca, Pennsylvania 16346
Owned by: QRS Music Technologies, Inc.
Pianos made by: Samick Musical Instrument Mfg. Co. Ltd., Bogor, West Java, Indonesia
Hampton Story began making pianos in 1857 and was joined by Melville Clark in 1884. The business settled in Grand Rapids, Michigan, in 1901, where it remained, under various owners, until about 1986. Around 1990, a new owner moved the company to its present location in Seneca, Pennsylvania. Over the years, pianos were manufactured under a number of different names, including, in recent years, Story & Clark, Hobart M. Cable, Hampton, and Classic. In 1993 QRS Piano Rolls, Inc., now QRS Music Technologies, Inc., purchased Story & Clark. (Ironically, QRS itself was founded in 1901 by Melville Clark, of the Story & Clark Piano Co. of old.) QRS, historically the nation's major source of music rolls for traditional player pianos, now manufactures electronic player-piano systems that can be retrofitted into any piano (see "Buying an Electronic Player-Piano System").