[Alex]

Hi All,

I have a problem with a suite I cleaned last week - The customer has come back onto me today saying the side of the arm is indented from being pushed up against the radiator and what am I going to do about it, I can’t understand how this is my fault and why she hasn’t been back to me earlier but such is life and I don’t want any unhappy customers.

Has anyone had a problem like this before and if so any suggestions would be gratefully received.

Thanks in advance

Alex
 

[woodman]

Did you push it up against a radiator while it was damp.If you did then you may have a claim on your hands.

If not, its not your problem and you'll have to explain this to her in the nicest possible way.

[Doug Holloway]

Alex,

Is the suite Dralon/acrylic and the customer is saying that you pushed it against the rad and the heat has damaged it?

It's a bit unlikely that this was the first time the suite ever touched the radiator.

Was the mark already there before cleaning?

You may not want an unhappy customer but if you didn't cause the problem then it's not your problem!

Cheers,

Doug

[Glynn]

You should have it clearly stated on the back of your recipts or whatever else you leave in the way of instruction that under no circumstances should any upholstery be leaned on or propped against any heat source ie a radiator.
If you havn't done this already I strongly suggest you do without delay.

[Gavin Reardon]

HI

Not sure how bad the dent is on the arm but I have heard of something similar happing before and all he done was to clean the area again, set the fibre, and then let it dry on its own accord (AWAY FROM THE HEAT SORCE) Must be worth ago!

But be careful once you start going back there trying to sort the problem it is like amitting guilt so think before you offer anything to your customer 

Hope this helps regards Gavin 

[Derek]

If the fabric is an acrylic pile fabric then permanent damage will have occured.
If is a flatweave an application of steam to the area may resurrect the foam interior so that it swells back into its original position..
WARNING: THIS IS NOT TO BE TRIED WITH 'ANY' OF THE PILE FABRICS.

Derek

[Alex]

I'm going back out to see the women tomorrow, however, I'm not committing myself to re-cleaning unless I feel the dent will come out, I really don't like the idea of an unhappy customer as I value each and every one of them. I check every suite and carpet before I accept payment and I get the customer to check also to ensure everyone is happy, I really feel I'm having the p*ss taken out of me with this situation. The suite was an Acrylic Pile Fabric (Brocade) so I guessing there maybe permanent damage like Derek says.

Anyway, thanks for all the feedback - I will keep you posted on the outcome.

Alex

[*paul_moss]

Alex
How did you clean it and are you shaw its Brocade also how old is it

paul

[Alex]

Problem now sorted - phew :

When I got to the customers the room was completely different from the way it was before and the chair was no longer next to the radiator. I wasn’t happy about the accusations being pointed my way, however, I advised the lady about myself checking the suite and her checking it before she paid me. Anyway, I decided to Steam the arm to manipulate the pile back.

Cheers for al the advice.

Alex