Norlene is one of those people just born with customer service in mind and would pour her heart out to provide what she can....i felt truly sorry that i couldn't find a model i was happy with at their showroom at the time...but i know if theres one suitable, this would be the place to buy it...i would have no doubt about their after service. Russel is also great when i informed them i would look around some more with the one i have in mind, no hurt feelings, no nasty comment of any sort but just simply "you need to be comfortable with your purchase..." really nice bunch of people there...highly recommend anyone thats looking for a quality second hand pianos to browse their shop if you are in the market for one....