What do you say to a customer that complains about every little imperfection in a commercial van wrap?

[Texas_Signmaker]

Haha, do you know how many times the owners or a customer have asked me about bubbles or defects, and I say it'll goa awy in the sun, knowing damn well it won't.... I think of the hundreds of times only 1 customer came back and said it didn't go away.

Glad I'm not the only one who uses the sun method.

We all use the sun on bubble excuse

 

[Stacey K]

Haha, do you know how many times the owners or a customer have asked me about bubbles or defects, and I say it'll goa awy in the sun, knowing damn well it won't.... I think of the hundreds of times only 1 customer came back and said it didn't go away.

Glad I'm not the only one who uses the sun method.

I use it all the time! Only had one person come back after and it was true...a few bubbles didn't disappear so I popped them and all good!

 

[ikarasu]

About 3 weeks ago we rented a huge genie with a 60 ft extension arm to do some window perf high up at a police station, some recruitment graphics that were staying up for 6 months and then being removed.

We had to go down a small sidewalk, as well as a busy street... So we had to get traffic control and close off the road and everything.

We finish up ... And the guy comes out, loves it .... We start driving it back down this street and sidewalk with pavers that crack on each side, so have to go slow and be careful, took about 30 mins.... Then he calls us over and points out a small bubble.

We did 15 windows.... And this was in the bottom corner, couldn't notice it unless you zoom in with a camera phone. But it's a good customer, and we had time... So we got the traffic control guys to stay kongerx shut the road down... Made our way back, popped the bubble ... Did a quick look at everything, called him out.... He gave the thumbs up, so we spent 30 mins removing the boom....

Then he calls us over pointing to another "bubble" on his phone. I told him that's just glare from the Overlam sticking to the window and after a few days it'll go away.

It was really hard to see any bubbles on window perf due to the sun glare that day... And I'm not joking when I say you had to zoom in 50x on a phone to see it.

I haven't heard back from them and it's been a few weeks.


We never send anything out bad, but I'm not wasting an hour of my time and shutting down a highway to pop a bubble on a window that will be up for 6 months .. at least not twice in a row!

 

[JBurton]

a huge genie with a 60 ft extension arm

I'd wonder what this cost vs a crane rental in your area.
For us, a lift delivered is about 1,500 or 2,000. A crane with a basket is about 250/hr. Since I've had one to many god awful experiences with rented equipment, I'll always opt for the crane, which reduces my time learning a new machine, and the operator can put us right where we ask without any care of mine as far as 'is this dingy labeled lever that gets stuck the boom down or right?'

 

[ikarasu]

I'd wonder what this cost vs a crane rental in your area.
For us, a lift delivered is about 1,500 or 2,000. A crane with a basket is about 250/hr. Since I've had one to many god awful experiences with rented equipment, I'll always opt for the crane, which reduces my time learning a new machine, and the operator can put us right where we ask without any care of mine as far as 'is this dingy labeled lever that gets stuck the boom down or right?'

Down here you're supposed to be certified... We were up 20 feet in the air without any harness or anything.. most of the length was because we had to go from the sidewalks we didn't squish their pavers. It was $650 for the day, Canadian, I think that's like 450 freedom units. It's $200 to drop off, $200 to pick up, and then a regular Genie is only like $30 a day but this boom Lyft was about 250 a day.

Hiring a flagging crew cost us a pretty penny though... I think it was over 2,000 for the day due to the road and sidewalk we were blocking.

I've given lots of genies lots of boom lifts, I used to drive an order picker around 20-30 ft in the air so I'm used to Heights and equipment... The first 5 minutes on any new machine is a pain in the ass though, all the different brands have different rules and different buttons.... Took me 5 minutes just to figure out how to get this one to go because when one tire was slightly tilted you had to hold down a button in order to make it move.

I would have much preferred a crane! The install took us 7 hours, I would say three to four of those hours was adjusting and getting the genie into the right spot... Trying to make the arm extension go between flag poles, get us up close to the window without us breaking or hitting the window was a pain...

I don't normally go on installs anymore, but whenever a Genie or Boom lift is involved nobody else is willing to drive it

 

[JBurton]

Hiring a flagging crew cost us a pretty penny though... I think it was over 2,000 for the day due to the road and sidewalk we were blocking.

But it was for the police?! Just tell them to roll out there, flip on the lights, and swing by the tim hortons for some donuts and a bag of milk, your treat!
Those prices are seemingly lower than ours, I'll have to pull an invoice on a self driving lift, we've only gotten the ridiculous ones with extending wheels and no outriggers, or is that what you had?
Also, certified to use a lift or a crane? When we rent a crane, they send an operator, they don't much like us pulling the levers, and if it lifts over 2,500lb you need a cert.

 

[10sacer]

We just wrapped a Ford Transit van for a long-standing customer, a commercial & residential painting company. This is their first vehicle wrap so they're new to this game. It turned out great! I wasn't present when they picked it up but had spoken to them on the phone to let them know it was done. They were so excited & I was excited for them. Today, I get a call that they aren't happy with how it turned out. I told them to bring it by & I'll be sure to be in the office to look at it with my wrap crew. When the customer got here with his entourage (3 other people, are you kidding me?!), they pointed out every minor (barely there) wrinkle & imperfection. Granted, there are a few small wrinkles in those areas on a van that are more challenging to wrap, but definitely not an excessive number, well within what I would call acceptable parameters for a commercial vehicle. After some discussion, we came to a compromise; we're going to replace the "worst" area of the wrap. Of course, I'm not thrilled about it but it could be worse. My team isn't thrilled about it either. Who's to say they won't complain about the replacement? So my question is... How do address a customer's unrealistic high expectations of perfection?

Wait til he realizes the white point from van paint and wrap vinyl don't match

 

[96XP]

Rarely do I ever get a complaint, about the installation, though here is a one in a million, in context.

Customer orders one of my designs for a Jr. dragster.
I request straight-on side view image so that I can arrange for the dimensions.
What I receive is a skewed image of the dragster hanging from the ceiling tucked inside a hot trailer.
Too lazy to send a proper image as required, then sends in some dimensions, yet I can't get the lines to connect with what he provided.
Upon my request for a revised set of 'dims', I then receive a reply - two weeks later.

Those updated dims still didn't jive.
Requested that he remove the dragster from the trailer, and take proper dimensions.
He said it was backed up against a building and wouldn't do it.

3rd set of dims were received - a week later.
Now he's pissed at me because it's taking too long.
?

I received the following complaint:
"Finally got around to unboxing and going to install the wrap and the quality is definitely not what I was expecting, the top clear film doesn’t look likes it’s bonded very well and can see drips and squeegee marks through out. There are 5-6 spots that are rippled bad. Also it came in two separate pieces, on the website the illustration shows it as being one solid piece, two halves are obviously going to be much tougher to line up and have look correct. Overall pretty disappointing considering the wait and cost."

My reply:
Sorry to hear that, xxx.
I have been doing this for several years, not just dragsters, though many power sports and sign applications with the same product and never an issue.
Even our own vehicles are done with the same product, without such complications.
Your package is no different - processed with premium 3M media, 'CV3' wrap, dry installation.

One reason the overlaminate could distort in that one area would be that the package, or panels, were left in an excessively hot environment before install or near chemicals.
Drips and squeegee marks are not the fault or result of the product, though of the installer.

As for ripples, the CV3 product can be stretched 30% over its natural size, and returns to 100% natural state when heat is applied.
However, what I am seeing was from poor handling at the receiving end as I personally roll all prints myself, without flaw.
Two separate pieces is the way it has always been processed and installed. Not to mention, it cannot be processed as a one piece, as that would exceed the printers' capabilities.

Have dealt with hundreds of customers over the many years, and never had a complaint of this nature.
If you were to have had an experienced professional do the install, they would have know what to do.

I'm a stand-up guy, and if I'm in error, I own it.
And I expect the same courtesy and honesty in return.


Never heard back after that.

THE END

 

[MP Custom]

I set expectations up front. I tell them this is artwork applied by hand and it's going to have small, unnoticeable imperfections when viewed in its entirety.

Just do what you can to address their issues with it and it will be fine. It's easy to take it personally but spend a little extra time and be very gentle with them. It's not a factory finished paint job, it's sticky vinyl applied by hand from someone doing their best.

That is the way

 

[timvinylwraps]

We just wrapped a Ford Transit van for a long-standing customer, a commercial & residential painting company. This is their first vehicle wrap so they're new to this game. It turned out great! I wasn't present when they picked it up but had spoken to them on the phone to let them know it was done. They were so excited & I was excited for them. Today, I get a call that they aren't happy with how it turned out. I told them to bring it by & I'll be sure to be in the office to look at it with my wrap crew. When the customer got here with his entourage (3 other people, are you kidding me?!), they pointed out every minor (barely there) wrinkle & imperfection. Granted, there are a few small wrinkles in those areas on a van that are more challenging to wrap, but definitely not an excessive number, well within what I would call acceptable parameters for a commercial vehicle. After some discussion, we came to a compromise; we're going to replace the "worst" area of the wrap. Of course, I'm not thrilled about it but it could be worse. My team isn't thrilled about it either. Who's to say they won't complain about the replacement? So my question is... How do address a customer's unrealistic high expectations of perfection?

You have to have a solid disclaimer with legal ease and have them sign the mock up with auto pen. They will attempt to chargeback. Video close up before and after wrap. Rock solid documentation.

 

[Elwood "Woody" Smith]

Double the price and tell them that what artwork finish will cost. You paid for a commercial wrap. Made to look good and be readable at 20 ft plus. And then move on. People are crazy and just not worth the time.

 

[ParagonSigns&Graphics]

Maybe add a disclaimer on future wrap proposals indicating some imperfections may occur.

I like this idea. Maybe something like "wrinkles or contaminants smaller than 1/16" may occur and are considered acceptable for a commercial vehicle". What do y'all think of that? We try to clean our fab shop for wraps, but it's not dedicated to wrapping, so debris particles find a way.

 

[Stacey K]

I like this idea. Maybe something like "wrinkles or contaminants smaller than 1/16" may occur and are considered acceptable for a commercial vehicle". What do y'all think of that? We try to clean our fab shop for wraps, but it's not dedicated to wrapping, so debris particles find a way.

I like that! But I wouldn't put a number in there.

Back in the 80's my dad had an appliance business with several lettered vans, he always had the same guy letter them. My dad has TERRIBLE OCD, he used to scrub his decorative rocks outside regularly, he waxed our shower every week, vacuumed several times a day, ridiculous stuff. One of the first jobs I ever did I told my Dad there were a few bubbles. He told me, "the guy who did all our vans said they go away in the sun, we used to have them on our vans too, don't even worry about it." I asked if they actually did go away, he said he had no idea, he never looked. After that moment in time, I knew I could fool anyone with the sun method.

There's a number of people out there who just like to complain about everything for the sake of complaining. There's an even smaller number that purposely complain to get a discount.

 

[RighteousDude]

The lifting in the channels is going to happen no matter what you do. It's a Sprinter with an EXTREMELY deep recess. I usually tell the customer that I am going to make a relief cut for the recess because no matter what, it's going to come up. Vinyl is flexible, but it has a memory. The recess will should between 1/8" to 1/4" of white.
As for the back door hinges, I agree. Your staff should cut right up at the hinge. The only white that should be seen is the hinge itself.
If your designer is familiar with the vehicle, the best to do is have the customer come and have the designer get a "feel" for where the vehicle contours and maybe take a few measurements. If that isn't an option, go to a dealership that has a similar vehicle. I do this quite often and take as many pictures straight on, angled, and any hard to compound curves.

No. I wrap sprinter vans all the time and while this is definitely a high failure rate area for people who lack the know-how or care-to, it can be done right and in a way that lasts. I'm not going to bother narrating here what the proper method is, there's tons of videos to be found that show the right way to do it. Priming isn't the solution btw, I don't prime, primer tends to increase failure rate in these recesses from my experience because if you DO get some air trapped in there the primer wrecks the air-release channels of any vinyl. I use Avery MPI1105 EZ RS, I post heat twice, I make sure I set the print up in a way that there aren't vertical panels creating double thickness in any of that window trench/recess (this requires running large horizontal seams instead of vertical usually) and I'd say we have a bubble rear it's head in that recess in maybe 1 out of 5 sprinter vans these days and when it does happen, it's a tiny bubble that I pop (I pop these with a thin slice instead of a poke to completely relax the material tension in that spot) and put a small patch over that you can't spot from 10 feet out... it took a bit to get it figured out and really fine tune the method, but saying that lifting is going to happen "no matter what you do" is incorrect and I feel like that mentality breeds an acceptance of anything difficult not being worth doing.

Also, if that guy that said "it's a transit not a sprinter" is reading this, as far as installing in these false window spaces is concerned, they're the same dang thing lol

 

[Ewan yu]

Thanks for the input. I appreciate your perspectives. I don't think we've always been as clear with our customers upfront as we should be. We know the limitations & expectations; it's second nature to us. I think we sometimes forget that not everyone knows what we know. I always tell my employees that it's our responsibility to educate our customers, not just sell them signs. Your words will make the conversations with this & future customers easier & more informative.

This is the final result. I'll see if we have any pics of the "flaws".

Looks fine, I don’t see any problems

 

[Ewan yu]

Did one of those about 6 months ago and put the whole thing down on the back area. Waited a day and let it bubble up and slit the whole thing. Put a 3/16" piece all around the slit and it looked great (my opinion). The customer said he hated that look. From 6' away, you couldn't see it. I lettered both sides and the rear and he only disliked the back, but he never paid a single penny. Screw him.

Saw the truck about a month or so ago and it was a solid bubble all away around that area.

Can you call the police if someone doesn’t pay you a single penny?

 

[Gino]

Not really.

 

[Boudica]

Can you call the police if someone doesn’t pay you a single penny?

You don't release the vehicle untill it's paid in full

 

[10sacer]

We have a pre-production checklist that is mandatory to cover with the client in person/on the phone that they digital sign agreement to.
The nuts and bolts of this are that this is a hand applied vinyl wrap - not a custom paint job - and that there will most likely be some imperfections in the final product but we take the utmost care to minimize those in install process.
We also explicitly explain that the wrap does not come with lifetime service for future wrinkles or bubbles that may occur through normal use and exposure to elements. We explain the areas that are most likely to produce any issues - hinges, door handles, mirrors, etc.

I would assume a painting company has this exact conversation with a homeowner as there is no perfect house painting job.