[woodman]

I had a call this week from a local carpet cleaner in a panic.

He had cleaned a carpet for a customer and now she was accusing him of ruining it as the pile had 'distorted'.

He asked if I could carry out an independent report as she was claiming £2800 for replacement.

I duly called and inspected at the very irate lady's house  to discover that it was a simple case of pile reversal nothing at all to do with his cleaning other than the fact that once cleaned the reversal was more obvious than before, the reversal she had assumed was soiling/flattened pile which is why he was called in the first place.

He knew about the reversal but had failed to mention it on quoting the job.

Conclusion: he was in the clear but he should have informed her first that she had this very common problem the result being she will never use him again and no doubt she will spread the word that he's not to be trusted.

Always cover your back by carrying out pre cleaning inspections and bring to the attention of the consumer any possible problem areas

Happy Cleaning

[Derek]

True words of wisdom indeed.

Qualifying problems with a customer before you start work is a lot easier that trying to defend your position when something happens which has not been expected by the customer.

A phrase I love to use for the pre-clean inspection talk is .....'put the customers expectations into reality'

Regards
Derek

[Dynafoam]

Well said chaps

[Musicman]

Good to have you back John.

[Karl Wildey]

Not quite been the same without your words of wisdom, john.

[Dynafoam]

Thanks, much appreciated but I'm just passing through.

[therapist]

Are'nt we all, John ?

When I was shown around Stoddarts carpet factory by their quality control manager, I raised the subject of pile reversal and it was explained away as a fault  caused by a weak strand in the backing.

They had experimented for years and there was no cure.

rob m

[ABLECLEAN]

Therapist, It is funny that the weak strands in the backing of the carpet are only in the heavy wear areas!!! I was in the carpet trade for 17 years and I can assure you that that is a load of rubbish. Pile reversal is not a manufacturing defect and no manufacturer will accept responsibility. Some say it is down to plain old heavy wear, some say it is the atmospheric conditions in the home (too humid or too dry etc). The cost and makeup of the carpet is irrelevant. I will see if I can post some text for you.

[ABLECLEAN]

Guys, how do I go about posting a website link on the forum?

[Glynn]

just type the web address

[ABLECLEAN]

Check out www.carpet-rug.com/drill_down_3.cfm?page=&sub=6

[ABLECLEAN]

Sorry guys it did not work!!

[Shaun_Ashmore]

perhaps Mr and Mr Bolton can remember when the carpet industry boffins put pile distortion down to the magnetic poles

Shaun

[therapist]

The carpet makers are correct to state that ' reversal ' is not a manufacturing fault, which it clearly is not.''

The flaw is in the backing and it seems logical, to me anyway, that the areas of hardest wear
will be more prone to stretching and ' reversing '

I'd be interested to hear your personal opinion Ableclean, as you reckon the manufacturers are talking rubbish.

I found the site, but was unable to find any other reason being offered.

rob m

[ABLECLEAN]

Therapist, you stated the "Flaw" is in the backing! this indicates a manufacturing defect. This is not so. On the Carpet and Rug Institute website under the heading Shading or Pile Reversal they clearly state " There is no known cause and no known remedy".

This is my last word on the subject, I am now going out for a beer!!  Cheers   

[therapist]

C'mon Ableclean, 
                                                                                            you stated, that you have 17 years experience in the carpet trade, which is 18 less than me and what the manufacturers were saying ' was a load of rubbish '

If you know that to be the case , you clearly know something that I don't, but I'd like to find out

What's the secret?

rob m

[Barry Pearce]

Well lads, Ive known of the problem for over 46 years in both machine and hand woven carpets. I dont know what causes it or cures it, but I have never heard of it happening in an upholstory fabric?
Barry