Frequently Asked Questions about our Workshop Services
Welcome to the Basnetbase support center in Vienna. To make the process of dropping off your instrument and planning your maintenance as smooth as possible, we have compiled the most common questions from our clients. We value transparency in our workflows and pricing, ensuring you know exactly what to expect when you entrust your instrument to our care.
All conditions mentioned here are based on our internal business policies. If you have a specific question regarding a rare instrument or a complex restoration project, we recommend contacting us directly via our contact page or visiting our workshop in the Neubau district.
Reception and Diagnostics
When you bring your instrument to our workshop at Burggasse 142, we perform an initial joint visual inspection. We document the current condition of the instrument, discuss your specific requirements and any issues you have noticed, and register the instrument in our system. You will receive a confirmation of receipt for your records.
No, the initial diagnostic at Basnetbase is free of charge (0 €) for our customers. We analyze the state of your instrument and, based on this analysis, create a detailed cost estimate (Smeta) before any actual work begins.
While we often accommodate spontaneous visits, we strongly recommend a brief prior notification via email or phone. This ensures that the specialist for your specific instrument—such as Lukas Fuchs for string instruments or Christina Reiter for pianos—is available for the initial consultation.
Please bring the original certificate of the instrument if available, as well as information regarding previous repairs. For instruments containing protected woods, providing CITES documentation is mandatory; we are legally prohibited from performing work on such materials without the proper permits.
Timeline and Scheduling
The average duration for a standard setup in our workshop is 3 days. This timeframe includes precise adjustment, necessary stabilization periods for the materials, and a final quality control check. For more complex tasks, such as a full refret, the duration may vary.
We strive to help every client as quickly as possible. However, because we prioritize artisanal precision and the climatic stability of the instruments (maintaining 45-55% humidity), we do not offer "express surcharges" that could compromise the quality of the work. Please inquire individually about our current capacity.
Once the diagnostic is complete, we send you the detailed cost estimate. Work begins only after your explicit approval. We will notify you via email or telephone as soon as your instrument is ready for collection.
Should unforeseen defects appear during the process that affect the timeline or the costs, we will contact you immediately. We never begin additional work without obtaining your express consent first.
Pricing and Billing
Our pricing is transparent and based on the actual effort per instrument or visit. All prices listed on the website include the statutory VAT of 20%. A detailed overview can be found on our Services page.
Yes, the coordination of the cost estimate before the start of work is a strict business rule at Basnetbase. You will receive a breakdown of the planned measures and the expected costs. We only proceed with the execution after your confirmation.
For our corporate clients (B2B), such as music schools or orchestras, we offer a payment term of 30 days after the invoice date. Private customers are requested to settle the invoice upon collection of the instrument.
We accept standard payment methods at our Vienna workshop. Further details regarding payment processing can be found in our Terms.
Warranty and Storage
We provide a warranty of 6 months on the specific work performed by our masters. Please note that this warranty refers to the artisanal execution and does not cover the instrument body itself or wear-and-tear parts like strings, unless the failure is directly related to the performed work.
We offer free storage of your instrument for up to 14 days after completion and notification. Please arrange for collection within this period to help us maintain space for new instruments in our 65 m² workshop.
The safety and preservation of your instrument are our highest priorities. We operate strict climate control to keep humidity constantly between 45% and 55%, which is essential for the stability of wooden instruments. More information on how we handle your data can be found in our Privacy Policy.
After the 14-day storage period expires, we reserve the right to charge a small storage fee. However, we will make multiple attempts to contact you before taking such measures.
Do you have further questions that were not answered here? We are happy to help. You can reach us by phone at 01 396 91 64 or by email at [email protected]. Feel free to visit us during our opening hours: Mon-Fri 10 AM - 7 PM and Sat 11 AM - 4 PM in Vienna Neubau.
Please note that all information provided here serves as a general guide, and the legally binding conditions are set forth in our Terms. The photos on our website are illustrative representations of our work processes.