NOVA Piano Tuning
6063 Greenway Ct
Manassas, VA 20112
info@novapianotuning.com
703-881-2577

Date: August 15th, 2024

Herbert L. Johnson
Schaff Piano Supply Co.
1370 Ensell Road
Lake Zurich, IL 60047
USA

Dear Mr. Johnson,

I hope this message finds you well. I am writing to address some significant concerns regarding the shipping policy and practices at Schaff Piano Supply Co. While I greatly value the essential role Schaff Piano Supply Co. plays in the piano industry and appreciate the quality of your products, recent issues with your shipping policies have been troubling for my business and are negatively impacting your company’s reputation.

Shipping Policy Clarity and Cost Calculation: The shipping options on your website are unclear, and shipping costs are frequently excessively high. This lack of transparency, combined with shipping costs not being calculated at checkout, prevents us from properly pricing and planning our orders. Receiving an excessive shipping bill days after placing an order is jarring and leaves a poor impression. This lack of upfront cost clarity contributes to significant frustration and hampers our ability to manage and justify these unexpected costs, especially to our clients. 

Comparison with Competitors: Direct competitors offer shipping costs that are often less than half of what Schaff Piano Supply Co. charges, and these costs are calculated at the time of checkout. This significant discrepancy in shipping expenses and transparency is highlighting a gap between Schaff Piano Supply Co.’s services and those of other companies. Clear, upfront shipping estimates are crucial for effective planning and maintaining customer satisfaction. 

Negative Reputation on Online Forums: There is a growing amount of negative feedback about Schaff Piano Supply Co. circulating on technician forums and social media platforms. The main concerns are centered around the confusing shipping options and high costs. This ongoing and frequent negative press is affecting your company’s reputation and raising serious concerns about the fairness and reliability of your shipping policies. 

Despite these issues, I want to acknowledge and appreciate the crucial services Schaff Piano Supply Co. provides to the piano industry. Your commitment to supplying high-quality parts and support is greatly valued and essential to many piano technicians and businesses.

To better represent the concerns of the community, I am collecting signatures from other piano technicians who share similar experiences and frustrations. In light of these concerns, I respectfully request that Schaff Piano Supply Co. review and address its shipping policies. Implementing clearer shipping options, providing accurate estimates, and adjusting shipping costs to be more competitive would greatly enhance customer satisfaction and help restore your company’s reputation. 

We all appreciate you and I don't believe anyone to hate Schaff Piano Supply Co.; however, we are all disappointed in the current practices. Having communication and transparency in pricing would go a long way to restore relationships. A public acknowledgement that you received our concerns, are working on a solution, and timeline updates would go a long way. 

Thank you for your attention to these matters. I look forward to your response and hope for positive changes that will benefit both your customers and the company’s standing in the industry.

With immense gratitude and appreciation,

NOVA Piano Tuning

Jonathon Jacobeen, Managing Member