product guarentee

[dressurfan]

Had an unhappy client come in with a piece of framing that she says we did over 5 yrs ago. The picture slipped (this was a memorabilia piece). I do all memorabilia framing here, and for the life of me, I do not remember this work at all. We ALWAYS stamp the back of our work, and there is no stamp. I don't think we did this, but we will still repair the work as I would much rather have an individual say that our shop stands behind its work, rather than the alternative bitch session. Do you all think I am being too soft here? What are your policies on guarentee?

 

[Lance E]

It can be hard to remember every job, if there is no stamp it may have been done the day the stamp was lost in the void that we all seem to have near our desks and tables.
If it is clear upon opening the article that the work is not yours then stop immediately contact the customer and inform them of the cost to continue. I figure they have no proof of purchase at all, is there likely to be any further records at your end?
I think you have gone about it the right way so far, good luck and keep us up to date with the rest of the experience!

 

[Jim Miller]

If our work is defective, we fix it free -- no time limits, no quibbles. But if it's not our work, we charge for repairs...usually.

We had a situation like yours a few years ago. A once-in-a-while customer brought in a frame with the poster's top edge (and dried out masking tape hinges) showing in the mat opening. No sticker on the back -- it had fallen off, but the adhesive residue was still there.

We have never used masking tape for any purpose inside a frame. The dustcover was brown Kraft, ours have always been black (until we found Lineco's acid free blue). The wire wasn't stainless steel, as we've always used.

She was sure we built it for her, but seemed suddenly embarrassed as she realized she was in the wrong shop.

At that point, helping her save face was more important than the price of the repair. After all, she came to us with no malice in mind, thinking we would stand behind our work.

I said we'd fix it right away, no charge. She's still a good customer.

 

[dressurfan]

Thanks for the advice guys. Jim - I appreciate your little story and am on the same wavelength. This is a small thing to fix that could mean a loyal happy customer in the future. When it all comes down to the crunch, the one advantage we have is our committment to quality and service.

 

[Puppyraiser]

I am always tickled when a customer returns something to have it repaired by us. Our shop has been framing since at least 1968, and occasionally someone will return the work that the previous owner did. (The last one was taped all around with masking tape which surprisingly gave way ) We were happy to rehinge it... couldn't talk her into new mats though, and Burmat is hard to match these days. I figure that we should always stand behind our work (even if it isn't exactly 'our' work) The goodwill generated is lots cheaper than any advertising I have found yet. And BTW, we have been including a Certificate of Guarantee, signed by moi (or a close facsimile thereof)in an envelope marked 'Howard's Custom Framing Guarantee'.. Why not? It's value added, costs us little, and we would stand behind it anyway...why not say so?