Yes! We have no spoon benders!

[Mike and Jane Spalding]

Tom,

No, I don't think you're expectations are unrealistic.  And the service quality that you experienced is pretty typical.  I now consider APSCO the supplier of last resort - if anyone else can provide what I need, APSCO does not get the order.  We had hoped that their acquisition by Schaff might improve the service quality, but your experience says it hasn't worked out that way.

Mike

----- Original Message ----- 
From: <Tvak@AOL.COM>
To: <pianotech@ptg.org>
Sent: Sunday, February 17, 2002 10:37 AM
Subject: Yes! We have no spoon benders!


> I recently ordered a combination tool spoon bender (among other items) from 
> APSCO.  Allowing ten days for delivery, I scheduled a regulation on a Kawai 
> vertical, which needed damper spoon regulation, in two weeks, knowing that I 
> would have the spoon bender by then.  
> 
> Finally my order came, and guess what?  No spoon bender.  So I called APSCO 
> to tell them that one of the items I ordered was not included in the 
> shipment, and she matter-of-factly stated, "It must be out of stock."
> 
> Since she didn't mention this when I placed my order, she probably didn't 
> know it was out of stock at that time.  OK, that can happen.  But when it 
> does happen, it seems to me that APSCO should call the customer and let them 
> know that the item they have just ordered will not be coming to them when 
> they expect it.  At least then the customer could take measures to order the 
> item from another supply house if they needed it by a certain date.  To find 
> out 10 days later when your order arrives minus the one item you actually 
> needed by now, doesn't seem right.  
> 
> In this case, it's not such a big deal.  I simply rescheduled the regulation 
> job for two weeks from now.  With any luck, I'll be able to fill that empty 
> appointment slot this week, so no real harm done.  It just seems to me that 
> it wouldn't have been that hard to keep me informed.  This is just good 
> business sense and common courtesy.
> 
> What do you all think of this?  Am I simply expecting too much personal 
> attention in this day and age?  
> 
> Tom Sivak
> 
>