C Sullivan on wed 15 dec 10
Mel
I know this is a bit long but please publish. Martin is absolutely right
about shipping out 5 new pints of the Archies Base (all 10 pints were the
same batch # ) to me at no charge and that was within a day or so of our
call. Over the past 7 years, Martin's customer service has been excellent
!
I was not trying to "bash" Coyote glazes. I brag on these glazes all
the time and over a 7-year period have had marvelous results with them!
However, this batch 1013 10 does not (a.) have the same color in its
liquid form, nor (b.) did the fired results resemble those of the past 7
year's even tho it's been applied the very same way and fired to the same
temps to the same clay.
Thanks
Chae
From:
Clayncolor@aol.com
Chaeli,
I just saw your post on clayart...I have to say I'm very disappointed. When
you told me you were having a problem I checked our fired tile from the sam=
e
batch and told you it looked fine. Nevertheless I agreed to send you 5 new
pints to replace them...UPS tracking shows they were delivered today. I eve=
n
dipped a tile in one of the pints before I sent them to you, and it looks
fine too. (photo attached).
You said on clayart that we changed the formula...what I told you was that
we added a little (less than a half of a percent) of ball clay to improve
the suspension. We never would have done that if it changed the fired
result, and we tested it extensively to verify that it didn't.
You weren't able to email me a photo, nor did you send me a fired piece or
the problem glaze so I could try to figure out what went wrong!
This is so frustrating because I do everything in my power to produce only
the finest quality glazes (we test every batch, we never substitute cheaper
materials and we use them all every day in our school/studio so I can see
how they are working in everyday use).
I also always try to give excellent customer service.. there are so many
variables in how people use the glazes; clays, temperature, application etc=
.
it is inevitable that there will be problems once in awhile. I am always
happy to trouble shoot on the phone to resolve any problems, and if needed
I'll replace or refund anything people aren't happy with. I still don't kno=
w
what is up with your glaze issues, but I would have hoped you would have
tried out your replacements before hurting my reputation on clayart.
If any of this makes sense to you I hope you might consider another post
that acknowledges that we didn't just arbitrarily "change the formula", but
rather put in a tiny amount of ball clay, and that I am doing everything I
can to resolve the problem you are having.
Thanks
Martin
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