The Liquid Nails Company Did The Right Thing!!!

On November 17th I sent the following email to Liquid Nails:

Subject: RE: Dissatisfied With Product Peformance

Good Morning,

On November 5th, at Ritters in Beaumont, Texas, I purchased, "Liquid Nails Adhesive Professional Heavy Duty Construction Adhesive". As I read the specifications and directions, I understood that the product, which would be used to glue the carpet to my motorhome steps would serve my needs. It hasn't and I've attached three photos that indicate such. The problem is occuring when the steps get wet.

Based on my information the product, which is labeled interior/exterior and weather resistant, should perform better. Any help you can provide is appreciated. I can be reached through this email or at 409-XXX-XXXX.

I look forward to hearing from you.

Thank you so much
Mike LeBlanc

On November 20th I posted in the Class C Forum, "Disappointed In Liquid Nails" and I received numerous responses. You can find that post and the responses at that forum.

On November 21st I received the following email from Liquid Nails:

Dear Mr. LeBlanc,

Thank you for letting us know of the issue you had with one of our adhesives. Heavy Duty Construction Adhesive is not for a non-porous surface. The product we recommend using is Liquid Nails Polyurethane Construction Adhesive (LN-950). As a goodwill gesture, I will be happy to send you a case of the product. Please let me know if you would like to accept our offer.

Sincerely,
Kim
Liquid Nails Advice Center Agent

I responded immediately that that was acceptable to me and on December 5th I received a case (12) of The Liquid Nails Polyurethane, LN950 via FedEx. I was impressed with Kim at customer service in that she stepped up immediately and without any "prodding". It's not often you see such service.

I think it's important that we let each other know when a company does the right thing. Enjoy the share. Pass around as you see fit. Merry Christmas!

Class C

ronfisherman
Moderator
Dec 22, 2013
Link to original thread.
DISAPPOINTED in Liquid Nail Product
Old-Biscuit
Explorer III
Dec 22, 2013
You bought the wrong product
Notified company it didn't work
Company sends you a case of right product

Good company response.......not sure I understand their business model
Executive45
Explorer III
Dec 22, 2013
Let us know IF the new product works....that way we can file it away in our "this stuff works" folder.....Dennis
darsben
Explorer II
Dec 22, 2013
When the product label clearly states "NOT Recommended For: flooring applications, ceramics, mirrors, granite, marble (real or cultured), plastic, vinyl, ceiling tile, subfloors/underlayment, or 1/8" medium density fiberboard paneling" and you were installing carpet which is a flooring application what caused you to believe the product was the correct one? Did you not read the NOT recommended for part of the label just the BIG PRINT?

Now you want to take a case of product for your mistake.

WOW
chinook440
Explorer
Dec 22, 2013
A whole case ? WoW that,s like a lifetime supply for a d.i.y.er

Hopefully they told you that stuff has a fairly short shelf life so your not back on here in a few years complaining that it won,t come out of the tube .

I would sell /give away that whole case and buy some good old OUTDOOR CARPET ADHESIVE which is the right stuff for what you want to do.
mikeleblanc413
Explorer
Dec 22, 2013
Old-Biscuit wrote:
You bought the wrong product
Notified company it didn't work
Company sends you a case of right product

Good company response.......not sure I understand their business model

The business model is simple...they have an extensive line of products...the product I needed was not handled by the home supply company; Liquid Nails provided the correct product. Some wrote in response to my original post in November that they had a similar occurrence. Liquid Nails could have done nothing. Without any prodding, they got the right product to me. A+
Dog_Folks
Explorer
Dec 22, 2013
Old-Biscuit wrote:
You bought the wrong product
Notified company it didn't work
Company sends you a case of right product

Good company response.......not sure I understand their business model

I agree. Great company response. Most companies would have told you sorry.....
TyroneandGladys
Explorer
Dec 23, 2013
Old-Biscuit wrote:
You bought the wrong product
Notified company it didn't work
Company sends you a case of right product

Good company response.......not sure I understand their business model

Will the original poster and the majority of the readers be willing to pay a bit more for a Liquid Nails product because of this you bet they will. Sounds like a solid business plan to me. Fantastic Fans is the same way when I called needing to buy a part for a 25 + year they shipped to me no charge for the part of shipping.

If you do not have quality and service you can only compete by being the cheapest.
crasster
Explorer II
Dec 24, 2013
Will buy liquid nails in the future!
DaHose
Explorer
Dec 24, 2013
Jeez, man. I don't understand the friggin negativity of some people.

The OP asked a question of the company asking about his understanding of their product. They heard his question, told him he was wrong and went above/beyond for him. The OP will now be a walking/talking sales ad for their products.

I now want to try the liquid nails outdoor adhesive for my steps, EVEN THOUGH I WAS UNHAPPY WITH A DIFFERENT ONE.

This is GOOD business at its finest. Under promise and over deliver. That turns people into believers.

Jose