Who foots the bill for tools when things go wrong and it is due to the customer not following manufactuer guidelines and instructions.

Recently (as a factory) a retailer returned a drill bit to us because the customer said it didnt work. here are the photographs....


This is the factory spec of how to load and use a diamond tile drill.
Put it in the chuck of a NORMAL battery drill. Dont press too hard. Use water. Drill slowly.

This is what was returned......


To give you a comparison you can see a NEW core above and the returned core...


In examining the returned core we note that it has been run so hot and so dry that the metal wall temperature has risen so high that the core has been allowed to glow red hot and melt the steel shaft so that is has peeled backwards.

Can anybody really imagine that as this guy was drilling a tile and he saw the diamond core bit glowing molten red that he thought "Hmm this is going well"

In fact we did investigate this one fully because by pure chance the complaing customer was just 8 miles away from us.

A short trip to the building site revealed the situation. On arrival at site we met a nice guy who had contractors in to complete a loft conversion. We asked to speak to the builder who used the core. And we were introduced to a huge non English speaking Polish builder. By way of translation the Polish builder told us (remember we are the factory!) That "It is not necessary to use water". And that "No drill bit needs water. This is not required. All drills can be used dry"

The English customer then told us that he was having quite a bit of difficulty relying instructions to this guy because his stock answer was always "In Poland - this is NOT the way". And then just getting on with how he thought things should be done.

Bottom line here is that we resupplied a fresh pack and gave an onsite demo of how to use a diamond core drill WITH water.

Most suprising thing? Even DRY and with molten metal pouring out the tile he still managed to get 6 holes per drill bit into very hard porcelain tiles.



The universal message is that ALL TILE DRILLS NEED WATER



This is NOT how we expect to see our diamond core drill bits used !!





Even if you are drilling upside down.....


£7.15 a drill @ £49.99 a pack.

Some people just think they know better Richard

The problem is that WE had to take the hit for the incompetance of an installer.

Our packs are plastered with instructions, warning, tips, hints and yet it all goes to pot when someone refuses to read or cant read them.

Even when we SHOWED the installer how to use them he just snorted. And the customer looked embarresed.



I know how to drill hole. Here? Yes?

cant belive my eyes...

LOL

shouldnt laugh Richard but I had some polish kitchen fitters work under me and their stock answer was always........in Poland we do this way

telling them that in England we do this way so do as your told doesnt work LOL

it wasnt your fault and it was good of you to demonstrate the correct way and replace the bits, you didnt have too

very impressive getting six holes from a burnt out bit though and a testament to the quality of 365 drill bits

why dont you attach polish instruction to your drills???

Yep well I think for the English we have gone overboard on the warnings on the pack and product (Can you spot them on the packaging insert card)
In boldest brightest white...


The Internal Packaging of EVERY drill pack.

So perhaps we need a polish translation

Stosowanie Woda

Originally Posted by maniek

why dont you attach polish instruction to your drills???

that could be a way forward, on the job I refer to the company had polish safety signs made up in order to comply with H&S

here you go polish instruction:
Prosze wiercic powoli zapewniajac chlodzenie woda podczas calego procesu wiercenia.

that could be a way forward, on the job I refer to the company had polish safety signs made up in order to comply with H&S

Some people are just thick as a brick

good service for going on site and showing them how to use them...not sure i would have given them a freebie with there attitude but good on ya richard

The answer for the contractor/builder.....employ english speakers

oh dear! (melted)

dont blame the polish builder but the person who took it back

Jesus! Melted isn't the word there! He's vaporised it!

I'd have stopped at the dribbling of metal down the tile face and thought, hmmmm, something's not right here.

trouble is now m8 if you have replaced his even tough it was a serious case of misuse how are you going to say no to me when i bring mine back and tell you i want it replaced as it no longer works and it has only done 200 holes

He deserves a medal..?? more like a slap..

Six holes and it melted, what more do they want

ROFL, You should have drilled a hole with your boot, right up his a##e