[pianotech] Kudo's to Paul Jansen company

[Chuck Vetter]

I have always had stellar service from Jansen. And, it's always so nice to hear someone speaking in the quintessential Wisconsin accent say "Helloo, Jansen".
Chuck
  ----- Original Message ----- 
  From: Paul McCloud 
  To: pianotech at ptg.org 
  Sent: Monday, August 02, 2010 10:12 PM
  Subject: Re: [pianotech] Kudo's to Paul Jansen company


  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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