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3 Years ago we made a set of "FOAM LETTERS" for a glass company and for the life of me the paint keeps looking crappy after a year.The owner of the company has called me every year for the past 3 and wants us to keep touching them up,at no charge. Today for the 4th time we've redone them again.How can I convience him they are not gonna last forever and touching them up IS OVER.He has been a good customer and we don't want to loose them...how should we handle this problem?
-------------------- Bill Wood Bill Wood, Sign Artist 3628 Ogburn Ave., NE Winston-Salem, NC 27105-3752 336-682-5820 Posts: 397 | From: Winston-Salem, NC | Registered: May 2006
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the Right customer is never wrong and the wrong customer is never right. You just have to decide how far his being the right customer is. Repaint and be cheerful about it and then sell him a new sign.
-------------------- Preston McCall 112 Rim Road Santa Fe, New Mexico 87501 text: 5056607370 Posts: 1552 | From: Santa Fe, New Mexico | Registered: Nov 1998
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Same thing happened to me once with painted mdo letters. They were growing mold like bumps every six months. Repaint only to see it happen again. Finally figured out the flat roof of building was holding water and being so close to letters was eating into them as it evaporated. Told customer i didnt know there was a constant swamp up there and he would have to paint it himself every six months. He never used me again. That is probably what you are facing unless you redo the job where it wont screw up again.
-------------------- Michael Gene Adkins The Fontry 1576 S Hwy 59 Watts OK 74964 Posts: 845 | From: Watts, OK USA | Registered: Jun 1999
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We did some polystyrene foam letters for a pharmacy. Installed with beads of pure silicone. Told them they would last 5 years. They looked very good after 6 and we finally were asked to replace them after 11 years. Acrylic latex paint.....use at least two coats.
We replaced them with PolyMetal letters cut on our router.
-------------------- Wayne Webb Webb Signworks Chipley, FL 850.638.9329 wayne@webbsignworks.com Posts: 7403 | From: Chipley,Florida,United States | Registered: Oct 1999
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We used 2" foam from a builders supply and a heavy coat of latex to sealcoat front,back,and edges.Used satin laytex "RED" as the finish.Yesterday we primed them again,then repainted with oil base Ronan bulletin red.The letters are facing east and getting that morning sun.Glenn what makes them look crappy is the paint breaks loose,bubbles,and shows the white primer even though we sanded them well.
-------------------- Bill Wood Bill Wood, Sign Artist 3628 Ogburn Ave., NE Winston-Salem, NC 27105-3752 336-682-5820 Posts: 397 | From: Winston-Salem, NC | Registered: May 2006
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Well this time you used a better paint, latex red fades in a years most brands ...But still re coat with Ronan's Aquacoat UV Aquathane gloss you should get several years 3 or more.
1 Shot use to last about 5 or more in full day sun now not even 3 years So I've switched to latex but red is a tough one to last even though I use a brand Colorwheel here UV Aquathane helps a great deal.
Like Preston says smile and repaint cheerfully $20 in paint and hours time is worth sales in the future.
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Sounds like something is reacting to the foam and trying to gas out.
Without actually seeing the letters, it seems to me that the problem is that you used the wrong material for the letters. What type of foam was it - XEPS or Polyiso?
This is just me and and since you asked in your first post, I hope you'll take this in the spirit as intended...... I'd replace the letters at no charge. Based on what you've said so far, you are the one who chose the material, not the client. To me, that makes you responsible.
The second mistake was not making expectations clear with the client on the workorder that they signed.
What I would do is give the client two options...
Option 1) Replace the letters with Gatorfoam letters at no charge. I'd make them out of 2" thick gatorfoam. Prime them with latex and allow to dry for several days. And then give them a couple coats of lettering enamel instead of bulletin.
Option 2) Suggest they go with Gemini formed plastic letters which come with a life-time warranty. The client would have to pay full price for the letters, shipping costs and the installation. Just a thought but I might even offer a 10% discount as a way to push them into the plastic letters. You'll still make a good profit.
If the client chooses Option #1, make sure it is written clearly on the workorder that you will have the client sign what the expectations and warranties are. Make sure he gets a copy.
As you said, he's been a good customer and you don't want to lose him. Going this route lets the client know that you do care and that you're willing to work with him. At the same time, you're putting him on notice as to what he can expect (i.e. - no more free repaints).
I hope things work out for you. Its a tough position to be in. I've been there and it sucks.
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