On Mon, Aug 2, 2010 at 8:22 PM, Tom Driscoll <tomtuner at verizon.net> wrote: > List, > I'd like to pass along a testiment to the great customer service received > from the Paul Jansen Co. > Several years ago I purchased a piano cover for a Steinway B that > belongs to a church client . > The cover was developing a problem in that very fine dust was coming out of > the lining and creating quite a mess in this piano. > I called and spoke to Paul Jansen and after describing the problem he > offered to replace the cover at no cost and even sent along a call tag to > return the the old one. > Well ------- I brought the new cover to the piano and when I removed the > old one I saw a GRK tag inside. My jaw fell open like in the cartoons ! > I had ordered the cover from GRK and not Jansen . Feeling pretty stupid , I > called Paul and explained the situation and had him bill me for the cover . > Luckily the church was understanding and paid my cost to Jansen for the > new cover. > > I then contacted GRK and also explained what had happened to the cover . > They declined to replace or apply even partial credit for the failure of the > cover. I was told that if you bought a bedspread and it failed after seven > years you would not expect a replacement. That to me is an understandable > response as the cover was certainly not new and there is no written > warranty in their catalog or web site that covers their products for that > length of time. When I explained that when Jansen thought it was their > product and wanted to replace the cover I was told that they were very > surprised that Jansen would do that. > > In my view GRK did nothing wrong in this situation but Paul > Jansen without hesitation stood behind what he thought was a failure in one > of his products even after all those years. > Customer service does not get any better . > > Tom Driscoll RPT > > Jansen website > http://www.pljansen.com/ > I live in Wisconsin, about a 3 hour drive from the Jansen company, on one occasion I had a custom cover made for a new grand piano & due to a below 0 weather forcast for the weekend, I chose to drive over & pick up the cover, artist bench & Dampp Chaser system to ensure it was installed prior to the cold snap. I can assure you that everyone there is just as nice in person. I had brought along an ajustment knob from a "mystery" artist bench hoping they could match it, as the bench only had one & no name on it anywhere. They couldn't match it but determined the inner diameter needed & bored a pair of new ones for me while I waited. Great company, great service! Mike -- It is the mark of an educated mind to be able to entertain a thought without accepting it. Aristotle (384 BC - 322 BC) Michael Magness Magness Piano Service 608-786-4404 www.IFixPianos.com email mike at ifixpianos.com -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://ptg.org/pipermail/pianotech.php/attachments/20100803/f8acf3d9/attachment.htm>
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