Our answer:
Remember, almost any task that involves an application process can result in a
problem, this includes drum wrap – even with the highest quality
available – which we sell. At Jammin Sam we realize that good customer
service and
real help is part of our business. Even though we have
simplified the application (by our "exact cut" fit [no trimming] and our
hi-bond tape [no gluing]), still a problem can arise.
Note: It is a good idea to read our section "
gluing
vs. taping". By departing from the contact cement method, and using our
hi-bond tape, we have cut application problems by at least 75% – and that
is just one of the many benefits for using our hi-bond tape instead of gluing.
As mentioned above, we feel that part of the sale includes helping people through the
application process – even if the customer makes a mistake (and we did
this even when we suggested gluing in the past – which we did for
over 17 years).
Over the many years we have been in business, we have replaced
many pieces of
wrap – and were happy to do so. When someone calls with a problem,
we first determine what level of help they need. Our first level of help is to
aid the customer over the phone (no need to wait for an email answer) in fixing the
problem (when possible). Over half of the time, problems are fixed by some
suggestions we give over the phone (someone on our staff is available six days a week
for this purpose).
If the customer has followed our step-by-step written instructions (and purchased our
hi-bond tape), and the problem cannot be resolved over the phone, we replace the
material (less the cost our hi-bond tape and shipping/handling – see
warrantee information.) We understand problems can
arise (with about anything), and believe helping people is a vital part of our business,
even if it means a loss on our part.