Poor coverage is a rare problem, or so I thought. It exists on the manufacturers' list of defects, but it’s not that common. In a nutshell, poor coverage is lack of enough yarn tufted into the product allowing primary backing to be exposed.

The other day I encountered two of these problems in residential installations. Both products were manufactured by different mills. The first claim had been turned down by the mill after having a certified inspector look at it. This product was a dark green cut pile product with a white primary backing. The backing stood out like a white light behind black lace. The problem was blatantly obvious.

The inspector sent the manufacturer a carpet scrap, which did not exhibit the problem.

Based on the sample, the mill naturally turned the claim down. The inspector’s report didn’t support the consumer’s complaint and there was no evidence provided to substantiate it. The consumer was forced to fend for herself by taking matters into her own hands. The claim is legitimate as the carpet is defective. Yet another example of why the consumer gets upset with the industry.

The second claim was on a sculptured product, a beige and brown toned coloration which the consumer noticed something shiny on. When she stooped to pick up what she though was on the carpet, she realized it was the carpet backing showing through. The primary backing of this carpet was black and glossy. Close observation indicated the condition existed randomly throughout the product in the looped, sculptured portion of the pattern.

NOT EXACTLY FIRST QUALITY

The first problem resulted from a deficiency in tufting of the product resulting in failure to place yarn close enough together to cover the primary backing. Further, the use of a white primary backing with a dark green yarn made the backing obvious. The product should never have made it off the tufting machine first quality goods.

The second situation is also relative to tufting resulting from improper yarn tensioning. This pulled the loops down too far starving the face of the yarn. The result is small areas of voids in the sculptured section of the pattern. In other words empty space. The category of the defect here is the same, however both manifested themselves in different ways.

Poor coverage is a visible defect. It exists inherently in the product as a problem, which should be detected during the inspection process at the mill. It is reason to reject the product and relegate it to at least seconds. Why didn’t this happen in these cases?

With the green carpet it’s hard to comprehend why the defect wasn’t seen. You’d have to believe someone made the decision to ship the product and take their chances. In the second case, it may have been more difficult to see the problem because of the construction of the product and the colors involved. It’s possible this product just shipped out unnoticed.

Either way, both cases say something about the industry we all know-quality control sucks. Sometimes it seems the industry challenges the consumer to a game of find-the-flaws, then jerks the consumer around until they get really angry and unreasonable, at which point all you guys complain about them! Now I ask you, who do you think will be the ultimate winner in this game? If you haven’t guessed by now, you’re already experiencing the ire of the consumer. They’re taking their business elsewhere to people they trust buying from. They’re also purchasing floors without flows even though they cost more, or they buy nothing at all.

SATISFYING MRS. CONSUMER

At the CRI’s annual business meeting, one of the questions posed by the chairman was, “How do we ensure the customer’s satisfaction?” The first part of the answer is to deliver to them product which is defect free. To do this you have to tighten up quality control. That means not shipping everything you make despite having to feed the monster of volume. Product as perfect as can be made must be the goal. Next, it takes an attitude change of wanting to please the customer, and you have to determine who your customer is. The customer is Mr. and Mrs. Consumer, especially the woman. Either way, she is who evaluates the product and the industry. You jerk her around and she jerks back, more forcefully.

The consumer is not stupid. She can tell if something is wrong with the product. She may not know what it’s called technically, but if she sees backing from the face, as has been described, she knows it’s not perfect carpet. She’ll spend money to prove it and she’ll cram it back down your throat. Is that the way you want to do business?

Look, this isn’t brain surgery or rocket science. It’s floor covering. You have the choice to be successful by making it right or fail by conforming your standards. This is simple stuff which doesn’t require complicated solutions. However, it does require an open mind to listen when someone is trying to help you. Hey, if you had the answers you al wouldn’t be in such a quandary. If any of you want help or know someone who needs it, call me. Do you have any idea how frustrating it gets seeing how much money you people throw away?