Article Number : 2503 |
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| Date | 9/19/2007 9:10:08 AM |
| Written By | LGM & Associates Technical Flooring Services |
| View this article at: | http://www.floorbiz.com/BizResources/NPViewArticle.asp?ArticleID=2503 |
| Abstract | I’m on a rampage. I’ve been nice for too long. I don’t know why-maybe because I’ve been trying to educate more than unload, but not now.Two things I despise are stupidity and lying. Stupidity passed off as professionalism, and lying which is done to substantiate the stupidity. Let me explain... |
| Article | I’m on a rampage. I’ve been nice for too long. I don’t know why-maybe because I’ve been trying to educate more than unload, but not now.Two things I despise are stupidity and lying. Stupidity passed off as professionalism, and lying which is done to substantiate the stupidity. Let me explain. This morning I received a fax from a dealer for whom I had looked at a commercial installation. The complaint was, the carpet was bowed. There was no question: Ray Charles could have seen how badly misaligned this pattern was. The dealer told the mill the problem. After looking at the job, the mill’s rep agreed there was a problem. BOWING PROBLEMS The dealer wanted an independent evaluation after the manufacturer balked at fixing the problem. This pattern was not run off one inch in 12 feet, but completely bowed in every inch of the delivered goods. There was no way to straighten this type of bow because the pattern runs the length, width, and diagonal. Even if you stay tack, start from the center of each panel and pull the pattern out in the length, it will still be off the diagonal. This is a defect in finishing which occurs at the tentor frame during the latexing and backing when the center of the carpet leads the sides. The mill disputed the report and hired someone to look at the product. He said, “something created this bowing,” and concluded, “Facts indicate this is not to be (sic) a mill defect.” What’s not a mill defect? He didn’t even know what created the problem. If he knew how broadloom was manufactured, he would have known exactly why this problem existed. The letter from the regional claims manager, from a mill stated, “After careful consideration and evaluation, we find there is no evidence of a manufacturing defect. Per the attached independent inspection report, the pattern is well within standards. “Based on these facts, we cannot substantiate this claim as a manufacturing problem. If you have any questions, please call.” I have a question: When did bowing become the dealer’s responsibility? And, what standards? There is no industry standard for this. Until the dealer manufactures the carpet, bows are the mills’ problems. Even before he started the job, this dealer called the mill and said there was a problem and, since he said the client had to move in, was told to install and things would be taken care of later. See how nicely the manufacturer took care of him? If the manufacturing process was slowed down bows, skews, and bias could be controlled-even eliminated. These big manufacturers are so concerned with getting the product out the door that you become the scape goat. So, as Pogo said in a comic strip some time ago and I’ve repeated several times, “We have met the enemy and he is us.” You can lie to some people and act stupid with them as well, but do not do it with me. I know the flooring industry too well. This dealer was told the claims manager doesn’t like me; must be because I tell him the truth. I’d love to see this case go to the mats because someone would be eating about 100 yards of carpet, and I guarantee it wouldn’t be this dealer. Let me add this: You know how much I despise warranties. They are meaningless words which give the impression of adding value to the product which they don’t. They are a crutch to the industry and sales, because people don’t know how to sell or qualify the end user. Now we have 25-year warranties. How ludicrous is this? No one expects the carpet to last 25 years, nor do we want it to; so what’s the point? I asked some women about this and they said as buyers, they would think it was bull, but if someone wants to make a warranty like that, they would hold him to it. This sets you up for claims, and if you deny them, you will have alienated the consumer for life. You will pay a price for the backlash. The industry makes carpet which will perform wonderfully in every environment; why don’t you all just learn what it is and sell that? Then you can stop paying the price for stupidity. |