Jon Pacini on fri 12 dec 03
Greetings all--- two topics in one today---
For those of you who are having trouble getting responses from Laguna
regarding customer service-tech support, I would like you to reply to me
directly jpacini@lagunaclay.com Specifically regarding whom you attemted to
talk to, whose voice mail you left messages for or whose e-mail you sent
messages to. There is a directory on our website that has contact info for
all our support people. If there is a problem in this chain of
communication, and there appears to be, then it needs to be addressed.
Next---
When Michele's post first came up it appeared to me she was getting the
advice she needed from others on Clayart. Maybe I'm optimistic, but it seems
to me every time someone has a problem it doesn't mean the product is
defective---all it means is someone is having a problem. Now a couple of
others have come up with very similar difficulties. This has my attention.
In this instance we've got some frothing MS glazes. When a potter has a
problem with a product, there is very little I can do without some basic
info. These posts have been going on for a week now and nobody has bothered
to reply to my requests for which specific glazes and what are the batch #s.
There are, after all, 80 some MS glazes. Theses glazes are not made up in
50# lots, they are usually made up in 2500# batches and if there is bad
glaze out there, I'd like to track it down. Janet K seems to think you're
practicing a "less than desireable british national trait",(thanks for your
post Janet), but if there is a problem, I need a bit of your help in this
matter.
Best regards
Jon Pacini
Clay Manager
Laguna Clay Co
Michele D'Amico on fri 12 dec 03
Jon,
I just wanted some help with some glaze. I really don't think that's
whining as Janet K implies. I haven't made this personal against you and
I resent your inferring that about me. Had Laguna responded to my original
inquires this never would have even come to Clayart, although it does seem
I'm not the only one to have this experience. When I originally contacted
Laguna I sent the same email to several differnt tech support people on
your support web page.
I don't have a batch number. It was Robin's egg and Agate (which I did
state in the original email). It came in an unmarked bag from Big
ceramic.com. There was no literature with it. I check a Laguna catalog I
had and got no information. Added water, mixed & sieved. When I saw the
foaming I let the glaze sit over night before I tried to use it. That was
a month ago. It's still foaming. It's like a milkshake and can't be
applied to a pot. After it's mixed it fall right back out of suspension.
I didn't add bentonite to the dry mixture and was concerned about adding
it to the wet mix. I did explain all this when I contacted tech support.
Diane Palmquist on sat 13 dec 03
Hi Jon,
this is my last post on this subject. The glaze I am having trouble with
is Agate. I can't even use it. The other glaze is Chun Red. With time I can
rub most of the dry bubbles smooth as I only use it on platters. These
glazes were mixed about a year ago and I did not save the bag. Never do,
never had a problem before.
Since you feel it is my "problem" I have decided to not order any more
of your glazes and mix my own. I hope you find some solution so that other
people who order(especially people new to clay) won't have this problem. The
end.
Diane
----- Original Message -----
From: "Jon Pacini"
To:
Sent: Friday, December 12, 2003 11:59 AM
Subject: Laguna Glaze---customer service.
> Greetings all--- two topics in one today---
>
> For those of you who are having trouble getting responses from Laguna
> regarding customer service-tech support, I would like you to reply to me
> directly jpacini@lagunaclay.com Specifically regarding whom you attemted
to
> talk to, whose voice mail you left messages for or whose e-mail you sent
> messages to. There is a directory on our website that has contact info for
> all our support people. If there is a problem in this chain of
> communication, and there appears to be, then it needs to be addressed.
>
> Next---
> When Michele's post first came up it appeared to me she was getting the
> advice she needed from others on Clayart. Maybe I'm optimistic, but it
seems
> to me every time someone has a problem it doesn't mean the product is
> defective---all it means is someone is having a problem. Now a couple of
> others have come up with very similar difficulties. This has my attention.
> In this instance we've got some frothing MS glazes. When a potter has a
> problem with a product, there is very little I can do without some basic
> info. These posts have been going on for a week now and nobody has
bothered
> to reply to my requests for which specific glazes and what are the batch
#s.
> There are, after all, 80 some MS glazes. Theses glazes are not made up in
> 50# lots, they are usually made up in 2500# batches and if there is bad
> glaze out there, I'd like to track it down. Janet K seems to think you're
> practicing a "less than desireable british national trait",(thanks for
your
> post Janet), but if there is a problem, I need a bit of your help in this
> matter.
>
> Best regards
> Jon Pacini
> Clay Manager
> Laguna Clay Co
>
>
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>
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melpots@pclink.com.
>
Earl Brunner on sat 13 dec 03
I am going to jump in here somewhat in Jon's defense (qualified). I
think his position is reasonable and shows a willingness to work with
customers on problems. His ability to do so is pretty much limited to
what he has described. Batch numbers are important when dealing with
quantities that they do. The problem is compounded when the larger
batches are repackaged into smaller batches. When this is done by a
supplier down the line, this can add to the problem. The first place to
go always is to the people who you purchased something from. Seems like
I remember that you bought this glaze from a local supplier, but I might
be wrong.
Unfortunately, hardly anyone warranties anything beyond a year. I have
a student who buys her laundry detergent in large plastic buckets. She
neglected to clean one out completely, figuring a small amount of
detergent wouldn't hurt anything; she got results similar to what is
being described here. Jon can't warranty something like that.
I have had dismal results from e-mailing ANY ceramic supply company, and
over the last couple of years I have had occasion to e-mail several.
Phone calls still seem to get the best results.
-----Original Message-----
From: Clayart [mailto:CLAYART@LSV.CERAMICS.ORG] On Behalf Of Diane
Palmquist
Sent: Saturday, December 13, 2003 8:02 AM
To: CLAYART@LSV.CERAMICS.ORG
Subject: Re: Laguna Glaze---customer service.
Hi Jon,
this is my last post on this subject. The glaze I am having trouble
with
is Agate. I can't even use it. The other glaze is Chun Red. With time I
can
rub most of the dry bubbles smooth as I only use it on platters. These
glazes were mixed about a year ago and I did not save the bag. Never do,
never had a problem before.
Since you feel it is my "problem" I have decided to not order any
more
of your glazes and mix my own. I hope you find some solution so that
other
people who order(especially people new to clay) won't have this problem.
The
end.
Diane
----- Original Message -----
From: "Jon Pacini"
To:
Sent: Friday, December 12, 2003 11:59 AM
Subject: Laguna Glaze---customer service.
> Greetings all--- two topics in one today---
>
> For those of you who are having trouble getting responses from Laguna
> regarding customer service-tech support, I would like you to reply to
me
> directly jpacini@lagunaclay.com Specifically regarding whom you
attemted
to
> talk to, whose voice mail you left messages for or whose e-mail you
sent
> messages to. There is a directory on our website that has contact info
for
> all our support people. If there is a problem in this chain of
> communication, and there appears to be, then it needs to be addressed.
>
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