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UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: John_Flynn on December 01, 2004, 01:48:54 pm

Title: HELP !!!! Problem with Draylon Suite.
Post by: John_Flynn on December 01, 2004, 01:48:54 pm: Hi Guys

Can anybody offer a remedy for the following?

I have recently cleaned a Draylon Suite and the brass hose connector has rested on one of the chair arms, does anybody know of how to get the bruise mark off??

Thanks in anticipation

John Flynn
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Dennis on December 01, 2004, 02:33:24 pm: Aint that a s*d!
The only remedy I know of is the one I use for tool marks. Being Careful! Get the hottest water you can through your toolhead and make slow passes diagonally across the bruise to reset the pile then wipe over with a terry towel and keep repeating until gone. Finally gently groom with a carding? brush.

Good luck
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Doug Holloway on December 01, 2004, 03:16:56 pm: John,

Dralon is an acrylic fibre and is thermoplastic.

It will soften with heat and pressure will change its shape , so it will reflect the light differently.If this has happened its going to be very difficult to get rid of.

Dennis's method sounds worth a try but you may have to put this one down to experience and use cooler water in future,.

Good luck,

Doug
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: tony harrison on December 01, 2004, 04:37:11 pm: John,

We have all had these little accidents in the past. Mine was not noticing that a cushion that I was drying had fallen onto the solution hose. Mind you it has never happened again.

A method that I have used in past is similar to Dennis but instead of hot water the use of a hair drier and a carding brush,

Try to raise the pile in the damaged area with the aid of the drier and whilst it is still warm set the pile to the surounding area of the fabric with the carding brush.

Best of luck.

Regards Tony
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Derek on December 01, 2004, 07:05:01 pm: Tony

The hair dryer method sounds a lot safer than hot water.. I would be concerned about making it worse doing it that way.

Derek
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: stevegunn on December 01, 2004, 07:09:17 pm: Had a customer who used a hand held steamer to clean the arms on her dralon suite unfortunately could not rectify the problem the pile was set no amount of trying changed the appearance.Get the cheque book out
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Dynafoam on December 01, 2004, 08:14:38 pm: John,

I've tried hair driers (and steam) with a velvet boffin brush and towel to rectify cup and dinner-plate rings in the past.

The results have been mixed, but had the damage not been caused by the customers themselves, I doubt if many of my results would have been acceptable.

For the future, insulated QCs are available from several sources - I have seen Mike use them (in a photo), so he might be able to direct you to a northern supplier.
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Mike Halliday on December 01, 2004, 09:34:23 pm: I bought mine from the USA, but they are not that durable and tend to split in you drop them on concrete. sorry I don't know off a UK supplier

Mike
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: tony harrison on December 01, 2004, 10:54:56 pm: Wraps to fit around QCs can be bought from Hydramaster 01209710335.

Their parts Number is AH10 & AH10b
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Dynafoam on December 01, 2004, 11:03:49 pm: I bought mine from Ashbys - a bit pricey, but I was there.
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Dave_Lee on December 04, 2004, 07:16:40 pm: John,
Sorry to hear of your problem. Its a difficult one, and I dont know the answer. Some years ago I was asked by an insurance company to attempt to rectify similar marking on a dralon suite, I used a steam brush, which straightened out the affected pile but still left it set different to the original and now covered a slightly larger area. Personally I would only attempt to rectify with heat as an absolute last resort as the likelyhood of making it worse is probable. If the area concerned ir on a cushion it may be worth trying to apply any heat from the reverse side of the fabric first.
Best of luck.
Dave.
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: John_Flynn on January 18, 2005, 01:34:26 pm: An update of the above problem.

We have got to the state of Quote by Derek Bolton:-

Guys and Gals

This is not an uncommon story...... The customer, who may well have a legitimate grievance, suddenly sees "NEW SUITE/CARPET" up in lights before their eyes.

Derek

I have spoken with Trading Standards about the situation and told them of my offer which is :-

Remove material from the back of the offending chair and use this to recover the damaged arm, then recover the back of the chair with new material as near match as possible.

Trading Standards reply was that I was offering to do all that was required of me, by putting the chair back to as the near condition it was in before the Mishap.

I did not mention previously that when the job was booked the customer did state to my wife that she only wanted the base of the suite cleaning (Ooooops she washes the cushion covers in the washing machine) to see them over Christmas as they were having it RECOVERED in the New Year!!! (she even showed me the materials she was cosidering when I did the cleaning job)

Mmmmmmmmmmmmmmmmmmmmmmm !!! is someone trying to get their suite recovered at my expence??
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: gwrightson on January 18, 2005, 05:56:20 pm: reading the above replys, it seems the underlying ,potentiol problem is
the insulation of connecter and solution line .
would insulating wrap from a plubers merchants suffice , it is both flexible,
and cheap , it is split along its lengh and would just slip on and off as you wish
can be cut to any lengh you require ,
the only down fall i envisage is the temp. it can stand but i am sure it would
minimise the problem ???
Now I know some one is going to shoot me down ;D so what are tthe other probs associated with this insulation
geoff
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Dynafoam on January 18, 2005, 06:50:22 pm: Some of my solutions:

(http://img34.exs.cx/img34/5311/DSCN0043.jpg)

The one on the left (my own idea) is a six-inch length of plasic tubing, obtaiable just about anywhere where fish-pong accesories are sold. It is simply split for an appropriate length and slid over the male QC till it reaches the female. it slides out of the way whilst connectios are being made, then over both QC's. It stays in place well enough to protect carpets and laminate flooring, but I would not trust it to stay in place whilst being dragged over upholstery. This piece of hose has been in use for several years, cost = a few pence.

The next two are commercially available. The middle one was the cheaper of the two and features a small rubber sleve. the last is the most effective as the brass is almost completely sheathed in hard plasic. It is also the most expensive I got this one from Ashbys, but I am sure they must be available elsewhere.

I am sure that John would agree that they are sometimes worth a great deal.
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Derek on January 18, 2005, 07:00:10 pm: Big Brother

'Fish-Pong is a technical term I am not familar with ...perhaps you could enlighten us? ;)

Derek
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Dynafoam on January 18, 2005, 07:03:02 pm: Sorry Little Brother,

Perhaps I have to clean the filter on my pond, the water is getting a little pongy. :-[

I have to make some more conectios first ( You missed that one teacher )
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Dave_Lee on January 19, 2005, 12:11:40 am: The real answer is (as John himself would tell you) is not to let the connects get in contact with any manmade fibres. The other answer is to always deal with as honest, fair minded and as equitable a person as you are yourself. Fortunately most of the time we do, but then you go and get the odd one who isnt. I have great simpathy for john, for I have recently been in a similar situation. You are trying to be fair with them but their attitude is that, you are just a worm and Im going to drive you deeper into the ground and get as much as I can possibly get out of you, you deamon, monster, critter, wholly lower person than I, how can you possibly be stating anything credible when I totally disagree with everything you say. Then the realtionship really starts to break down, because you have the gaul to stand up for yourself.
John, I know you will be fair, but dont let the B-------s grind you down.
Dave.
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Derek on January 19, 2005, 07:21:33 am: John

I think at this point a 'very polite' letter (however bitter you may feel) setting out your proposals for rectification i.e. using fabric from the rear of settee.

I would also mention that you have been in touch with Trading Standards who find your suggestion a totally reasonable solution.

In this way you have evidence that you have not simply walked away, in fact are seen to be being reasonable in trying to appease the client.

I would hope that in the unlikely event of it going to a tribunal they also would see it that way... the key word here is 'reasonable'

It would seem that your client is NOT being reasonable in this instance

Hope this helps...Good luck

Derek
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: John_Flynn on January 25, 2005, 11:47:04 pm: The CONCLUSION !!!

Customer rang Trading Standards and was told by them that my offer was very reasonable, this they accepted and asked me to quote for cleaning their very large lounge carpet.

I refused to quote for the cleaning of the lounge carpet and told them I would clean it for them for FREE as a gesture og Goodwill.
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Martin S on January 26, 2005, 10:05:13 am: John,

You know what they say, in the face of adversity and all that. It's funny how things turn around. You may just have a customer for life there.

After all the hassle you had on this one, Most people would probably have told that customer to poke her Lounge Carpet where the Sun don't shine (or at least thought it)

The general public can be very stubborn and awkward at times (aren't we all!!) but you have risen above all that, and remained the consummate professional.

Full credit to you mate. ;)

Regards.

Martin S
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Mike Halliday on January 26, 2005, 12:51:57 pm: this customer has ripped you off, you don't want them for life, tell them to go f@*k themselves,

they 'll be having a real good laugh at you, as you said they were going to recover the suite this year anyhow but now they are getting a free recovered suite and you're going to clean a carpet for free :o

people like this are more trouble than they are worth. Plus any people they reccomends will be aware of this claim against you so will be looking to try it on as well.

you don't need customers like this

MIke
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Ian Gourlay on January 26, 2005, 01:36:14 pm: I think John has been a good Fasttracker as Dave was before him.

Which is wht they charge higher than average prices

It all comes as part of the deal
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Dynafoam on January 26, 2005, 02:21:13 pm: Mike,

I think that saying the customer has ripped John off is a little harsh.

After all, John admitted to all concerned that he had caused damage to the suite (Good on you John). Though 'nicer' people might have accepted that since they intended to get the suite recovered at a later date, they would overlook the damage, since they were paying to have it cleaned, they were expecting a bit more use out of it first.

John was unfortunate in that this could easily happen to just about any cleaner. By keeping his cool and behaving in a reasonable manner he has recovered the situation so well that he was offered further paid work. By offering to clean the carpet free of charge, showing that he is much more than just a reasonable man, he may yet avoid the cost of repairing the arm.
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Mike Halliday on January 26, 2005, 04:29:04 pm: John the suite was going to be recovered in the new year, I sure the mark left by john niether detracted from the use of the settee or greatly effected the appearance. For them to insist on a recovering was I think unreasonable.

over the limited year I've bean dealing with customers I've found there is no happy ending when you do something wrong even if you put it right the customer rarely uses you again, to try and rescue a bad situation is often a waste of time. they still have a bad opinion of you.

I've done things wrong in the past, I put them right and left it at that, its piontless trying to rescue a lost cause.

I spend my time concentrating on the customer who love me, not think bad of me ;)

Just my opinion

Mike
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Ken Wainwright on January 26, 2005, 05:37:14 pm: I appreciate your perspective Mike, but I disagree.

It is common practice within the commercial world to make good any losses and to then provide that little bit extra above and beyond the original complaint. For example, a faulty bar of chocolate is replaced plus a bag of goodies extra. It is a gesture of goodwill and also a small way of saying sorry for the inconvenience caused.

The public are fed up of being fobbed off with excuses and when John F rightly put his hands up to the error, they expected things to be put right. This has been arranged and the customer has received outside confirmation that the proposed repairs are indeed fair. The fact that they were considering replacement has no baring on the matter whatsoever. John's offer to clean the carpet foc is a smart move. Why? It shows that he is a caring and honourable businessman. With his approach and actions, John now stands a chance of repeat work in the future. Plus recommendations as the customer now knows that if things go wrong, it'll be put right. Of course, they could always take pot luck next time and stick a pin somewhere in Yellow Pages and hope for the best.

If the customer was a custard, John wouldn't have been invited to clean the lounge carpet. Well done John.

Safe and happy outcome :)
Ken
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Shaun_Ashmore on January 26, 2005, 08:49:54 pm: Would it be fair to say John has gone above and beyond what he should have been expected to do?

I think rescueing the situation and then turning it to his favour will only in the long turn save his integrity as they should not be able to talk bad of him.

If I'd have done it I would have burnt the whole suite and bugger um :o

Shaun
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: John_Flynn on January 26, 2005, 10:46:16 pm: Mike

You got it wrong, only one arm on a chair of the suite has been recovered.

The customer HAS NOT got a FREE complete recover.
Title: Re: HELP !!!! Problem with Draylon Suite.
Post by: Mike Halliday on January 27, 2005, 10:11:07 am: oh thats alright then ;)

I'd hate anyone to take advantage of your kind nature!

Mike