This is one of the fun issues we do at FCI magazine, Troubleshooting. As part of your customer service from installers, retailers and distributors, being a problem solver and troubleshooter is both a benefit and a burden. There are times when being the answer man means being the bad guy or least popular. Other times it makes you the hero (for a day) at least to someone who values your opinion. Bill Avery, technical service director for Great Northern Sales Associates, shared the following pictures with me. He is always giving me ideas for articles that reflect problem areas, which seem to be recurring most frequently in the field. I would like to thank Bill for his insight, understanding and relentless pursuit of the job well done!
This job was winged from the beginning. The only prayer must have been said by the installer in the form of, “I hope I get paid.” The distributor is not responsible for sub-par, improper workmanship. Their job is to supply and service the quality products they represent. When the material was sold for this job, the distributor asked do you need epoxy nose filler? And when the order was processed by the manufacturer that same question was also asked. When the installer opened the cartons of treads and in bold letters the insert said, “Epoxy nose filler must be used” and, “Mold release must be remove,” did he think the manufacture was kidding? The invoice for this order is the checkmate for this problem situation. The distributor has a record of what went out their door with the stair treads. Adhesive, but no epoxy nose filler!
My father, who was himself a rubber products salesman (the best), said it over and over when he would do clinics wearing his white Johnsonite lab coat: “Don’t get creative with the installation instructions, do it the way we tell you, if it fails we’ll pay for it.” Who should pay for this? “You Make the Call” Thanks again for reading; have a great day!