[pianotech] Kudo's to Paul Jansen company

Paul McCloud pmc033 at earthlink.net
Mon Aug 2 21:12:57 MDT 2010


What goes around.  Paul Jansen and Co. have always stood behind their
products.  If you call, they are patient and nice to deal with.  No, I'm not
surprised at his response to you.  It's typical of exceptional people, and
he's one of them.  Thanks for pointing him out.  

                Paul McCloud

                San Diego

 

From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf
Of Tom Driscoll
Sent: Monday, August 02, 2010 6:22 PM
To: Pianotech
Subject: [pianotech] Kudo's to Paul Jansen company

 

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/

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