Hey I totally agree, that is THE way to take care of your customer!
I mean, sure..... I could probably have talked with someone in customer service and gotten a replacement for the coating. But I filled out the "contact us" box on their site, told them the problem (not a long post like I typically put here) as well as linked this thread. Also included which post was mine with the description of the failure (or what may or may not be a failure) along with my contact information and left it at that.
The next day Dr. Bill Bailey called me!
Our conversation (like mine here) was quite varied, and lasted a good 45 minutes or so. He took the time out of his day to find out what my concerns were, what my process was, and we discussed what other variables could have come into play.
Keep in mind (and I told Bill this as well) that this happened (the first layer of coating) THREE DAYS after my back surgery in April and that I wasn't involved as I would normally be. More like I just supervised both the paint correction as well as the application. I did do the test spots on the hood so that CarMomma and CarDaughter could take over from there and duplicate the process on the roof, sides, back and bottom/rockers. Just watching them drove me crazy so when they took breaks I'd take one of the buffers and do another section of the hood.
So I KNOW the hood was (at least corrected) right.
When it came time to use the suede microfiber for the application I also did most of the hood, (at least what I could reach) and left it up to them to do the rest. Thing is, the problems I saw the other week WERE on the hood! (Remember CarDaughter came down the next weekend and put another coat on it.)
Bill said that they really don't suggest "layering", as we'd discussed several members here that have talked about doing just that. That you MIGHT get away with doing one coat, then another that same day.
In fact, you've all read where they (Duragloss) has been quoted as saying you can actually get the car wet/wash it just 3 hours later.
I mentioned this as that was my daughters concern that after she went home that night and the next morning there was dew on the truck. :dunno:
So yeah... perhaps Bill figured I really didn't want anymore of it. :dunno: But what impressed me (when opening the boxes and seeing all the stuff he sent) was that you could tell he was both listening AND taking notes during our conversation on the various products that I use from Duragloss, as well as what I've not used.
Told him I use 901/902 and 951/952 all the time. ALL THE TIME! That I in fact keep two bottles of 951, one "virgin" and another that I add "Polycharger" to. We discussed QD spray, and he sent that as well. Rinseless wash, sent that too.
I told him about Tim/Dad07 and that we'd exchanged the coating package for microfibers. (
Well honestly.... Tim just bought the coating packages and sent then to several of us. I couldn't help but send him back a packed box full of various microfiber towels.) And that led to us talking (albeit briefly) about how I'm constantly trying microfibers of one type or another.
THANKS AGAIN TIM!!!! :dblthumb2:
So when I opened the boxes and saw all three of the Duragloss premium microfiber products I knew that Bill had been taking notes.
BTW, those towels are pretty darned nice!
CarMomma likes the because they are of the "split" design and don't drag on her hands.
I used the polishing cloth today to do a QD wash on my G35 and it was totally lint free.
On the shipping though.....
I have to admit that I've not ordered direct from DG, but Tim told me about the shipping cost. To say that their direct prices are just a bit less than you'll see them elsewhere is a pleasant surprise as well, but being whether you order $5.00 or $500.00 from them that all you have to pay for shipping is $5.00 is something that SOME PEOPLE NEED TO TAKE STOCK OF!
oke: (
Remember when certain forums would offer "members" free shipping over $50, then $75, now even THAT doesn't exist? Hmmmmm...... ?????)
I know these days, now that I'm fairly stocked up on supplies that ordering enough to get "free shipping" just isn't something that I do. So rather than order products that would be on sale, on BOGO, grab impulse buys, try new stuff, get one of this, one of that.... I just do without.
Ends up I usually don't order at all, or find another way (
with free shipping that doesn't require spending so much) or just buy retail.
Oh well.... there's always Duragloss.
