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Customer Complaining

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Old October 11th, 2019 Oct 11, 2019 4:43:58 AM -   #1 (permalink)
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Default Customer Complaining

I just received a complaint today from my customer who's sayin this, not sure how to respond to this email - As I am confused.

I will appreciate any advise or help in this.

"I received my order today, I test washed one of the shirt, and the design faded so much it looks like it almost completely washed out. I can send you a photo with the washed one next to the unwashed one. Is this normal?"

This was printed on WHITE 100% cotton garment and the print is very light.
 
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Old October 11th, 2019 Oct 11, 2019 5:22:12 AM -   #2 (permalink)
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Default Re: Customer Complaining

If you are not sure if your t-shirt are wash ''proof'' then you have a problem.


Based on this: I can send you a photo with the washed one next to the unwashed one. Is this normal?"

I assume customer bought 2 t-shirts from you.



I would offer money back or a new t-shirt, his choice and I would deal with this fast and have no more stress. But I know how much my t-shirts can handle when washing. Do you? Did customer washed according to your wash instruction? And if he bought 2 t-shirts you can expect the second one will fade as well...



I am sure other guys will help you more with their answers.
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Old October 11th, 2019 Oct 11, 2019 6:23:51 AM -   #3 (permalink)
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Default Re: Customer Complaining

yup, what seacookie said

how many washes do you get on your test tee's?
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Old October 11th, 2019 Oct 11, 2019 6:25:16 AM -   #4 (permalink)
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Default Re: Customer Complaining

Quote:
Originally Posted by into the T
yup, what seacookie said

how many washes do you get on your test tee's?
and what settings?
 
Old October 11th, 2019 Oct 11, 2019 6:32:02 AM -   #5 (permalink)
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Default Re: Customer Complaining

Quote:
Originally Posted by seacookie
and what settings?
and do you include those recommended settings with the tee?
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Old October 11th, 2019 Oct 11, 2019 7:00:01 AM -   #6 (permalink)
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Default Re: Customer Complaining

Also for what it is worth if you did not use a light garment pretreatment the shirt will not wash very well regardless of wash settings. If you pretreat a light shirt properly you can easily get 10+ washes without it fading more if actual wash instructions are followed. So if you did not use any pretreatment on the white shirt it makes total sense that a majority of the print washed off after one wash.
 
Old October 11th, 2019 Oct 11, 2019 7:36:34 AM -   #7 (permalink)
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Default Re: Customer Complaining

How to respond? It is the customer's choice, refund or reprint. If they choose REPRINT, reward them for their loyalty and good behavior. You need to regain their trust.
What to do? Check your process. This may be a situation where workflow was interrupted and a step was skipped or a failure in methodology. Repeat a printing of that shirt and wash and wash and wash rinse and repeat. There could be 100 causes, but it will be quicker for you to validate than for us to offer an exhaustive list.
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Old October 11th, 2019 Oct 11, 2019 9:50:06 AM -   #8 (permalink)
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Default Re: Customer Complaining

Nobody asked. What was the printing method?
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Old October 11th, 2019 Oct 11, 2019 1:10:20 PM -   #9 (permalink)
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Default Re: Customer Complaining

We use Epson F2100 DTG Printer - Printing on White Fabric 100% Cotton, and it was a very light print, and yes customer send us the image and it was indeed washed out.
 
Old October 11th, 2019 Oct 11, 2019 1:17:48 PM -   #10 (permalink)
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Default Re: Customer Complaining

We just decided to print may be 2 pcs, & see ourselves if its really washing out but as per customer it is washing out, So will see as I never received any complaint from a customer about this, One problem was the image which customer sent to us was very very light, We print over 10,000 pcs and never heard this before.
 
Old October 15th, 2019 Oct 15, 2019 9:42:11 AM -   #11 (permalink)
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Default Re: Customer Complaining

If you print on white tees either double print the design with no pretreatment or hit it once with light pretreatment. Doesn't have to really be a light color pretreatment. I have found that most pretreatments will work for this.

One pass printing on white will always fade badly.
 
Old October 15th, 2019 Oct 15, 2019 11:30:31 AM -   #12 (permalink)
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Default Re: Customer Complaining

Quote:
Originally Posted by ttdinc
We just decided to print may be 2 pcs, & see ourselves if its really washing out but as per customer it is washing out
The problem is the sizing agents in the fabric. You may have to try a different brand t-shirt.
 
Old October 21st, 2019 Oct 21, 2019 11:10:37 AM -   #13 (permalink)
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Default Re: Customer Complaining

Quote:
Originally Posted by gatorGRAFIX
If you print on white tees either double print the design with no pretreatment or hit it once with light pretreatment. Doesn't have to really be a light color pretreatment. I have found that most pretreatments will work for this.

One pass printing on white will always fade badly.
I agree with everything Geno says here you don't need to use a white garment pretreat and any pretreat will help with wash-ability but if you use a light garment pretreat you eliminate a phenomena that can happen called sun staining. Sun staining happens when the shirt is completed and then exposed to UV light (the sun part) some of the chemicals in a pretreat that is meant for white ink will stain in the sun and may or may not wash out. A light garment pretreat usually takes the chemicals out that react to the white ink and then they will not stain when exposed to UV light. All of this only matters if the customer does not wash their shirts before wearing them out on a sunny day. But keep in mind a light garment pretreat will have a poor reaction to white ink and will wash off quicker.
 






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