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Just received 3 sheets of Avonite Fargo, took off the packing and here was something that looked sorta like Fargo, but there was no Tan background color. The customer loved the sample, even took a scrap piece about 12″X36 and made sure she like it. She loved the Tan color in it. What I received was not what I sold her!
These sheets were missing the Tan and looked mostly Grey. I thought I’ll just let my Rep handle it. A call to him got this response:
I called my boss and he said to tell you that “we do not guarantee color on any material, that “YOU WILL HAVE TO ACCEPT ANYTHING WE SEND”.
I hung up on him… and called my Distributor. They have not returned my phone call yet. I totally understand about colors and not seaming old stock ect, but this was not even close. If I had installed this, the lady would have said, this is not what I picked out… then I would have another set of problems. I have used Fargo in the past so I do know the difference.
Stay turned for the rest of the story.
Rest of the Story:
The manager of Tech Products Nashville did not have the professionalism to return my phone call. He told his rep, to call me back. Yes they looked at their stock, it was lighter, but not enough for them to do anything about it. He told me if I didn’t like it, I would have to return it at my expense. Now I have a customer I have to tell.
I’m sure I’m not the first am I??
I’m not sure what is going on here, But I can tell you, Avonite has been the best customer service oriented company out there, and has always been so helpful to their fabricators. I will be contacting them…
KC:
Maybe your rep’s boss is onto something. Just tell your lady customer “YOU WILL HAVE TO ACCEPT ANYTHING WE SEND!” Worked for him didn’t it?
Where in the world do solid surface fabricators get the crazy idea that they are customers? I’ll bet you didn’t know it, but when Moses went to the mountain to get the ten commandments, he also picked up the list of EXCLUSIVE solid surface distributors who are anointed by God himself. Why do you think you can’t buy it anywhere else?
Joe
Maybe your rep’s boss is onto something. Just tell your lady customer “YOU WILL HAVE TO ACCEPT ANYTHING WE SEND!” Worked for him didn’t it?
No Joe, It did not work for him. I’m sure at this point he thinks it did. I called Avonite, could not have asked for them to respond to my concern any other way. I will followup with them tomorrow.
I’m sure many times, the manufacturer only gets involved when things go really astray. I’m sure many times, they never know the communication the fabricator gets from the distributor.
KC
K.C.:
Let me get this straight. You do not have exclusivity with your customer and in order to keep her happy, you must deliver the color she ordered. You’re going to tell your distributor, who knows you have no alternatives, that he must meet the same standards?
You are the man!
I’d be willing to bet that your distributor is parroting the manufacturer’s line. “What’s he gonna do, go somewhere else? Bwaaa Haaa Haaaaa!”
Keep us posted,
Joe
Kelsey, let us cut the proverbial crap and go straight to the top.
1-800-354-9859 David Knowles President & CEO Aristech Acrylics, LLC owners of Avonite
OR: Wayne Rutledge wrutledge@aristechacrylics.com 1-800-354-9859
OR: Craig Cunningham craig.cunningham@customeris.net 770-664-5999
Dave is partly correct. David Knowles is the Pres of Aristech but has little to do with SS. Their main product is spa material. Wayne is advertising /marketing , and Craig is an outside consultant for marketing. Call John Nygen is VP of Solid Surface .. Randy Renyolds is Nat Sales mgr. I would call John Nygen (pronounced Winn). I would ship the sheets back COD and not buy from them again, but I R an A**! You have many choices all any of us are selling is SERVICE.
Good Luck !
I have dealt with Avonite for about six years or so. I believe every word you wrote, yet don’t believe they will allow this to stand if the info gets to the right people. I agree, Fargo has a tan background and it should be very close to the sample. i would like to see a picture of the bad sheets with the box sample or a previous scrap sitting on top of it posted or emailed to me.
I’ll call a guy with Avonite tommorrow and ask him to contact you. He bent over backwards once when we had a problem with one of their distributors people. He broke the log jam and saved a 10 sheet countertop job of K-3. Did exactly what he said he would do, and quickly. I’m also sending a link to this thread to my regional rep for Avonite, Tony Brooks. Both of these guys are stand up guys and have the best interests of Avonite in their hearts, which is also the best interests of both the fabricator and the consumer.
All I can say, is what they do to you, they will eventually do to me, so I have a dog in this fight.
Al, Wags, All, Thanks so much for your support. I was very surprised when the manager of Tech Products Nashville declined to even acknowledge my problem was his problem. He didn’t have the professionalism to speak to me, even though I specifically requested him call me to discuss this. He just relayed a message that if I didn’t want it, it would have to be returned at my cost.
Problems happen in all businesses, it is how they are handled that counts. When I was told, I would have to accept anything they sent me, because there is no color warranty, I felt that was totally an unacceptable response. Knowing Avonite and many of the people there, I could not imagine they would agree with that statement being used about their product.
Got to love a business when the first time a customer has trouble they scurry for cover….
I have contacted Avonite, had a great conversation with them…. stay tuned….
KC,
Don’t worry, just by posting your experience on the FabNet will get you results. Just be sure to post the results. I think Avonite will come through for you.
Now, as Paul Harvey says, The Rest Of The Story:
When I talked to Brent at Avonite, he was so helpful and suggested I have the customer look at the sheets, just to rule out the color change. I agreed and set up a meeting with the customer at my shop. They just stopped by and took a look at the sheet and instantly said no that won’t work. I had arranged for a designer I work with to be here too. I explained to the customer, it might not be easy getting sheets this quick to match the samples, ect. She started explaining how that was the only color she had seen, to match the paint she had trouble picking out, tile backsplash ect. The designer asked to see all her colors and maybe offer any suggestions and pointed out the color that actually arrived was more neutral than the sample which allowed for more possibilities in other areas for color. After an hour, you could see the excitement in the customers eyes, how this had been turned into a really great thing. With a minor change in paint and a few accent tiles in the backsplash, the customer finally said this was the look she was trying to get, just didn’t know how to get there.
Yes I had to pay the designer for an hour, but the customer left thanking me for being so honest about a potential problem and looking for solutions. They were so happy with the outcome. You think I will be able to ask them for referrals, you bet I will.
KC
al wrote
Sounds like it will be taken care of, glad it is just the distributor not Avonite themselves.
Al:
While you’re technically correct, Avonite’s judgement as to the selection and retention of distributors as relating to customer service must be called into question. Avonite’s distributors reflect on them, whether they like it or not.
Suppose your installer tracks mud all over a customer’s new carpet. Do you have the luxury of saying “Sorry, he’s just my employee and doesn’t reflect the policies of Al’s Countertops.”? Hell no. You have some butt-chewing to do and so does Avonite.
Joe
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