Improving the Gavel, Improving the Service. Open letter from the owner.
Since the Gavel was released on 7/10/17 we have been working to continually improve the quality of the end product delivered to consumers. It started with making longer necks, and deeper buckets for the second version. Since the release of the V2 we have changed our 45 degree to 55 degree nails to create a more solid connection in use. We have revisited and refined our quality control process several times as we have identified potential defect problems, cosmetic flaws and methods to avoid them. It is our position that not only the product but our Q.C. process have both gotten better as we've learned and progressed with the Gavel design.
A few months ago we had some customers take issue with the quality of the seal due to the product breaking from either normal use, or accidental drops from small to medium heights. It was at this time that we revisited and revised our welding and Q.C. process adding additional steps to ensure the quality of the seal. One of the steps added to the process was using a torch, specifically designed and made in house, on the inner diameter and the outer diameter of the seal until the material from both parts are fully infused together. Then blowing out the seal after infusion. This is not a cold seal, both pieces are stuck hot and worked together hot. But I have mistakenly referred to it as a cold seal in the past because I'm a normal human, not a glassblower, and I made a mistake. I've never melted any glass myself and my terminology was wrong. Admittedly an embarrassing gaffe of my own fault and I own it. Another step added to the Q.C. process at the time was testing the welds strength by hand with medium to mild pressure to make sure they wouldn't snap under the pressure of a forceful q-tip, or being forcefully removed from a sticky joint. We concluded we had improved the weld substantially at that time.
However we still had products on the market that were made pre-revision of this process and as such, a small number of customers continued to have issues. The total number of customers with Gavel issues to date has been less than 1% total of products sold. Furthermore, this group of less than 1% did not consist entirely of manufacturers defects but included the customers who experienced accidental breaks as well. It's a fairly small percentage but we felt that there was more we could do.
More recently, it became thing online for some consumers to conduct drop tests on Gavels and other companies products. We do not understand why average consumers would purposefully drop a piece of quartz but since that became a public standard for testing against we have now implemented it into our Q.C. process as well to see how our revised welds hold up in a drop test scenario. We will now sporadically take Gavels off the production line the and conduct in-house drop tests on them from heights of 2-3 ft onto a wood floor to make sure the seals are surviving impact. This is not a guarantee that your piece will survive any drop, so please do not take this as an endorsement for dropping your glass. I feel like I shouldn't have to say this but Highly Educated's position is that you should never drop your glass/quartz on purpose. Don't do it. However, for us to be dropping it in-house as a Q.C. process will ensure that we are keeping up to par on the quality, and ensure that the product will continue to work well in normal use applications.
Lets discuss the two types of potential issues and our position on both.
Manufacturing defects vs. accidental breaks: The product having a manufacturing defect is not something we deem acceptable. We are generous in allowing you up to 30 days from receipt to discover a manufacturing defect. This requires proof of purchase to establish a timeline. Depending on the circumstances of the situation we may offer you to replace or repair the product. We like to investigate the pieces from each instance to determine the cause and nature of the defect.
Accidental breaks are generally fairly easy to discern from manufacturing defects. A product breaking from an accidental break has variables that can infinitely differ from the height of the drop, to the hardness of the surface its landing on, to the kinetic energy the piece has on impact, and the angle of landing, or the force of the bump. Quartz is still a glass and dropping or mishandling the product should be avoided as much as you would avoid dropping any other expensive piece of glass you own. We do not warranty against accidental breaks and drops due to the nature of glass, but we do take steps to offer customer service options for a customer with an accidental break in the event that there is something that can be done.
We stand fully behind all of our products and we have done so for going-on 8 years now. We invite any customers who may have an issue from manufacturing defect or even an accidental break to immediately contact us to see what can or can't be done as each instance is unique. Our customer support is here for that reason. We are committed to providing you a quality product, and if that product ever fails for whatever reason we are committed to offering you a quality service.
I can be reached on instagram at @taskrok or @highlyeducatedti. Our customer support team can be reached at email@example.com if you have any issues or questions that you need resolved.