Sadly, the comments by Doug Adam, Karl Ellison and Damon Atchison are
true.  While Durrell Armstrong is an important supplier for player piano
repairmen, restorers, and technicians, the customer service aspect has
not been as important.

I've been visiting the PPCo in person since 1984.  Since most of their
business is by mail order, they have few walk-in customers.  There is no
greeting when I walk in the door, and I can go to the back room where
the rolls are kept without anyone noticing or caring.  In a way, I don't
mind, because I can browse without someone looking over my shoulder.
They are helpful when asked a question, but then, people tend to be more
responsive to someone looking them straight in the eye, rather than
someone on the phone.

One of my most humorous memories took place some ten years ago.  When I
walked in, Durrell was lying on the couch, taking a nap.  I bought rolls
from one of the other employees and left, without disturbing him.  About
a year passed before my next visit.  Again when I entered, Durrell was
sleeping on the same couch.  Maybe he just stayed there the whole time,
or maybe it was his job to hold down the couch.

That is a quick impression of Player Piano Company.  I hope that I can
write more later.

Joyce Brite