<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META http-equiv=Content-Type content="text/html; = charset=iso-8859-1"> <META content="MSHTML 5.50.4134.100" name=GENERATOR> <STYLE></STYLE> </HEAD> <BODY bgColor=#ffffff> <DIV><FONT face=Arial size=2>A client has a 5 year old Hamilton, = Queen Anne, Cherry wood, that the key upstop rail decided to take a 1/4 inch dive = over the space of about 3 keys starting at A#4 then slowly rising up to the = right key block. She was so relieved to know it wasn't the onset of crippling arthritis that was making it difficult to play. Must have warped slowly = not to have noticed it was the piano. Still, the key lifting = with her thumb after I set the center adjust high enough,irritated her.( the 1/4" = gap above the keys on one side didn't look so hot either). So I = found the Baldwin web site and typed in my complaint in the feedback/contact section......and immediately I was contacted by Thomas Malone, = Supervisor, Baldwin finishing shop. He gave me the phone # to his desk and when I = contacted him with the warranty info he took all the info himself and it arrived ~ = 3 weeks later!  Perfect match to the existing finish. The client couldn't = believe it and I almost couldn't either. Fine way to do business.</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>Thank you = Thomas/Baldwin/Gibson</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>Keith R</FONT></DIV></BODY></HTML>