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Cracking

A client brought interior parts (console, steering wheel) in for us to put a burl dip on. He had primed them (except for the steering wheel). At the time he said he used a urethane; later he said it was "poly" primer. At any rate, pieces were done as usual, but went crazy with cracks and bubbles after the clear (we use JB Shopline from Colorvision). Thinking it was the clear being re-coated too soon (12 hrs despite it stating 8-10 min. dry time), stripped the clear and re-did it. Same thing happened (except for the steering wheel, which he didn't prime, and came out fine the first time). Someone said it was probably his primer, so we stripped it and re-did it. Worked that time. Of course, he's bad-mouthing us and saying it's our fault (despite not ever having this issue in over 6 years of doing hydrographics). Thoughts?

Comments

  • hydrostylzhydrostylz Posts: 4Member
  • getemkustomsgetemkustoms Posts: 56Member ✭✭
    I would'nt let it get to you. Some people you will never make happy. Put them on the " do not do " list.
  • smedlinsmedlin Posts: 1,741Member, Business Ninja ✭✭✭✭✭
    Why is he bad mouthing you.

    Even if it WAS your fault.. you redid the item and fixed it..yes?
  • hydrostylzhydrostylz Posts: 4Member
    edited July 8
    More than once. He took the piece in the photo, after we'd stripped his primer, used ours, and re-did it a third time. He left the steering wheel (also good) so we could match the lid to the above piece when we re-did it the last time. But he still wasn't satisfied. He says he stripped them all down and is having someone else do it. We didn't even get enough down payment to pay for all the wasted materials, much less any labor at all. Live and learn.
  • TroubleTrouble Posts: 327Member ✭✭✭
    Any time I get a customer that wants to prime or clear something to save money run as fast as you can. Those guys are always trouble even if you get it right.
  • loochlooch Posts: 1,672Member ✭✭✭✭✭
    Did you flame treat the interior parts ?
  • SpinnerSpinner Posts: 141Member ✭✭✭
    How would you have warrantied the work since he had primed it? Had issues come up later, you bet your butt he would have come to you.
    Pretending he is telling you the truth about stripping it all back down, you should be happy to be done with him. Chances are, though, he didn't strip it away.
  • WileECoyoteWileECoyote Posts: 6,164Member, Moderator, Business Ninja El Moderator
    So to save 1 hour of work, you accepted his crap primer that he sprayed on and you had no idea what it was, and a prep job that could have been absolutely nothing. You ended up blasting it down and starting over anyway, so you probably didn't make any money on the job, and now he is badmouthing you...

    Everyone has done it. Everyone learns (or doesn't and they are out of business), and everyone moves on. He couls stand up in the middle of town and scream how bad you are till he wets himself... you don't want anyone in the door that would listen to this moron anyway.
  • NotSoFastNotSoFast Posts: 3,189Member, Moderator El Moderator

    More than once. He took the piece in the photo, after we'd stripped his primer, used ours, and re-did it a third time. He left the steering wheel (also good) so we could match the lid to the above piece when we re-did it the last time. But he still wasn't satisfied. He says he stripped them all down and is having someone else do it. We didn't even get enough down payment to pay for all the wasted materials, much less any labor at all. Live and learn.

    Full payment up front. No exceptions. We have racks of parts that were actually paid for in advance that the customers never bothered to pick up. I can't imagine how many we'd be stuck with if we didn't get the money up front.
  • ForsiForsi Posts: 210Member ✭✭✭
    Agree with what has been stated above. Beyond that, if a customer insists on doing the clear work themselves or having someone else clear that part we make them sign a waiver when they pick up the part from our shop clearly stating the part is in perfect shape leaving our shop and we cannot be held responsible for any damage or imperfections incurred once it leaves our shop and someone else does work on it. If they don't sign that release they don't get their part, or they can then pay us to clear the part. If someone comes to us and says they have already primed the part we politely tell them that is great, but we are still stripping the primer off and starting with a clean slate that we can control and use materials we know work with this process. Customers always want to save a dollar (so they think), etc., but you must cover yourself so you are not the one left holding all the expense of the job, rework, etc. Communication and managing customer expectations are essential as customer will tend to be quick to badmouth you and try to pin any mistakes they have caused on you and make you the scapegoat.
  • K2ConceptsK2Concepts Posts: 13,066Administrator El Jefe
    Happens more times in this industry than I would like to see...no good deed goes unpunished...
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