Here at Viscount, a vitally important part of our job is to make sure we know each and every product inside and out, not just from an operational perspective, but also technical. Every now and then we will get a call or email from a customer informing us that their instrument has a problem which needs to be sorted quickly because of an upcoming concert or service.
An issue with the pedal board is quickly resolved
Viscount organs being as reliable as they are, it’s rare that the problem requires a service engineer. The problem is often a setting which has been changed or some such other minor issue which is easily rectified without the need for an engineer visit. When we get a call like this, we can usually quickly pinpoint the problem with the relevant questioning.
So it was when we received a call from Catherine Ennis (past president of the RCO) who was performing at the Clifden Arts Festival in Connemara (West Ireland). Catherine arrived at the venue and sat at the Viscount organ ready for a three hour rehearsal only to find that the pedal board was not working. Fortunately, Catherine had the phone number for our Chairman David Mason. A quick call later and the problem was found; a small plug on the mother board had popped off. A quick plug back in and problem solved.
Helping a worried organist before a wedding ceremony
Two weeks earlier on a Friday at 5:45PM we received a call from a rather worried organist at Holy Trinity Church Cambridge who was preparing for a wedding next day. Surprisingly, the pedal board was not sounding. We talked him through the process of removing the pedal board and found that the cable to the organ console had become disconnected. Again, he was back up and running within five minutes.
It’s this type of immediate service and knowledge that gives our customers confidence in the product and the company and which leads them to have no hesitation in recommending us to others.