Mike Ripp Owner of Napco ltd

9/26/2012

This is what Mike Ripp (Owner of a large coating company) says about there product:
" In short, any refinisher who has been at this full time for several years will tell you even the best refinishers can have occasional failure. It is just part of the business"...
~ Mike Ripp
Now would you like to buy a product from a person that thinks like this???

2 Comments

Matt

9/26/2012 11:39:41 am

This is the email response to me:
Matthew -

I have reviewed your email and the video. We at NAPCO are very sorry you have experienced an adhesion problem on one of your jobs. I understand you are an experienced professional and when tubs fail, it can cause loss of time and income. I want to assure you that NAPCO takes our products and customers very seriously. This is why we have been a major supplier of professional supplies to the refinishing industry for almost 35 years. Some of the largest refinishing companies in the world have been using NAPCO products exclusively for many years with excellent results. Some of the most successful refinishing franchises also choose to use NAPCO products and back their work with 5 – 10 year warranties.

We have several thousand refinishing companies using our products which represents millions of successful refinishing jobs. NAPCO customers are repeat customers. Everyone is exactly the same when it comes to buying refinishing products. The product must work or we lose the sale. We are keenly aware of that and that is why NAPCO continues to expand our customer base every year.

We strive for 100% customer satisfaction, however there can be problems from time to time and we at NAPCO work with our customers to resolve the occasional problem.

You and I spoke on the phone recently about this one tub that failed. We spoke as two professionals and I explained that there can be several variables that can cause one tub to fail. We spoke of proper prep, which includes the important step of cleaning with NAPCO PolyClean Tub & Tile Prep. Your video states you used TSP as a prep. This is not a good choice when using Gorilla Grip and that alone could cause failure. We spoke of the importance of proper storage of Gorilla Grip. It clearly states on the label the importance of not allowing the product to be exposed to hot temperatures. I explained a simple test you could conduct to isolate the product and see for yourself if in fact it was the product that failed or perhaps there was some other variable.

You seemed to agree with our conversation and we ended it with you thanking me and your willingness to do the test and let me know the result. Frankly I was surprised to see your posting of a very negative video without even calling us back to discuss a satisfactory solution. In short, any refinisher who has been at this full time for several years will tell you even the best refinishers can have occasional failure. It is just part of the business. Many variables can affect the bond and some have nothing at all to do with the bonding primer.

The BRAOA independent bathtub refinishers organization (with whom we are not affiliated) did their own independent testing on Gorilla Grip and found the product to provide an excellent bond when directions are followed and applied correctly. We sell enough Gorilla Grip daily to do close to 1,000 tubs. Customer satisfaction on this product is high and we have many repeat customers buying this product because it works.

We are sorry something went wrong and you had a failure. We still are willing to discuss with you what may have happened and possible solutions.

Sincerely,

Mike Ripp

NAPCO Tech Support

Iain Hunter link

2/13/2013 12:10:36 am

Hi Mike i have had my own company Scotbath Services for 28 years now and i agree with you in all that time i have some breakdowns but i have had hundreds and hunderds in 28 years that there has been no problem at all, so i must be doing something right. I have also used G grip many times and had NO problems, i prefair the normal wipe on bonder as a matter of cost thats all the G grip is great. I am Based in Scotland but i travel all over the U.K. I get my bonder from the Napco guy in England so keep up the good work Mike you have done a great job for the trade. Before i go can you tell me how you go about prep a plastic bath. In the past i have done my share but i would to know how a guy of youre standard goes about it.

Mike Ripp Owner of Napco ltd

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