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/
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://ptg.org/pipermail/pianotech.php/attachments/20100802/9329f1da/attachment.htm>
This PTG archive page provided courtesy of Moy Piano Service, LLC