Dear Helmar Australia,I recently purchased Helmar's 101 Quilt basting spray for the first time. I usually use Birch basting spray but decided to try a different brand. Unfortunately, Helmar's has disappointed me somewhat in its packaging. I noticed with the first quilt I sprayed (I did 3 on the weekend) that there was a leak from the nozzle onto my finger, and my finger felt cold. I wiped the excess off and kept spraying. Very cold, causing numbness in my fingertip. More leakage. The quilts had to be done so I kept working, basting 2.5 wall hanging size quilts in total. I was not aware that a combination of the gas and the product were causing freeze burns on my fingertip. Three days later, I am still finding typing painful due to the burn on my right index finger. I have attached a photo for your information. I can not see that I will be using Helmar's again or recommending it to anyone else if this is a normal issue with Helmar's basting spray.
Regards,
Laura
Hi Laura
Please advise the batch no. of the can – it is located either on the base of the can, or on the neck of the can under the lid.
Also, please advise the size of can – either 165g, 330g or 350g. I look into this further for you.
Regards
Customer Service
Helmar Australia Pty Ltd
Hello,
It is batch 18710/13035, 330g can.
Many thanks
Laura
Hi Laura
Thank you for sending the batch code. Our records indicate that there have been no issues in relation to this batch.
When
using aerosol products, it is important to remember that the can must
be held at approximately 45 degrees when spraying – otherwise, the
product can leak from the nozzle. If the can is held at the wrong angle
or upside down, then the inner tube picks up gas only, and this can be
expelled on to your finger as you spray.
I hope this helps.
Regards
Customer Service
Helmar Australia Pty Ltd
Dear Helmars,
Thanks for your reply. With quilting being such a hugely popular everyday habit for so many Australians, and undoubtedly many hundreds of cans of basting spray being bought every minute, I can quite see how you would find it inconceivable that no one else had complained if there was something wrong with that batch. Assuredly the dusty tin I found in the back of a craft store that few people know is there (strange given the amazingly huge demand for basting spray) must have been the last of the perfect batch which leaped off the shelf into the (unburnt, unblemished) hands of so many Australians.
Just in case it is your product and not my incompetence as you so kindly pointed out, I think I'll go back to Birch and continue to baste my quilts with their basting spray.
regards
Laura
PS. I'm blogging this.
Oh, that is funny (not your finger, the email exchanges. Wow, way to provide customer service Helmars. Laura, sorry about your finger :-)
ReplyDeleteOMG!!! Love the finger... Great information, I gain so much by reading all these blogs... Your blog is wonderful, keep up the good work...
ReplyDeleteLOL!! That is the best response! Really, it burnt your finger and the company didn't try to do anything more to rectify the problem? I guess they didn't want to claim liability or do the stand up thing and at least refund your money or send you some new spray.
ReplyDeleteWhat a hoot! Thanks for a great read.
ReplyDeleteGood for you! Companies forget who keeps them in business and when a snotty customer rep talks down to someone, they need a good talking to. Thank you for standing up!
ReplyDeleteWow. So sorry it damaged your finger. That has to hurt.
ReplyDeleteAt first I was impressed that they found your comment and attempted to research the problem. They could have just looked the other way.
Their findings leave a bit to be desired. I'd rather have no response at all than a snitty note telling me it was user error. They would have been better off to keep their mouths shut.
Reminds me of a friend who works in tele-com. She complained to the company (which she happens to work for) that her phone wasn't working. She later got a call from the service rep, who had to hang up because she couldn't hear what was being said. My friend called back to inquire as to the findings and was told that the records show there is no problem. The rep found no irony in this.
Feel better soon.
Good for you. (Bastards!)
ReplyDeleteBWAHAHAHAHAHAHAHAHAHA! Nice. Sorry about your finger, but wow! This is funny!
ReplyDeleteha ha Laura - loved your response - made me giggle, I take it you have not heard back from them ? Hope your finger is better soon :)
ReplyDeleteGreat post! Did you really write that last email/letter to Helmar? thanks for the warning!
ReplyDeleteI would have expected them to send you a new can at least, so they know you have a good one to try... but maybe your continued custom as a frequent baster of quits is unimportant?
ReplyDeleteHope the finger doesn't slowyou down too much, and recovers quickly
Laura, I am sorry about your finger, but you provided me with a chuckle. They should have at least sent you a new can, because "they" won't be living this down for a long time. Sounds like you got a 'canned' response (sorry for the pun - NOT).
ReplyDeleteBahahaha, crap company will get no business from me.
ReplyDeleteOh I do hope that your finger is on the mend. I am surprised that they did not offer to send a replacement and I love your last reply. I don't use their product and now I never will, thanks for the heads up.
ReplyDeleteI'm so sorry about your finger! What happend to "customer is king/queen"?
ReplyDeleteBut you story did make me laugh, too ;-)
A big Thank you!!!! I will definitely avoid that product in the future. I would think that customer happiness is job 1! Maybe their market share is such that they don't need any more customers!!! Wow.....and in today's economy
ReplyDeleteExcellent response Laura. Surely they will send you a carton of basting spray if not to correct their mean streak in dealing with customer complaints, then to applaud your sparkling wit and droll sense of humour. Ten out of ten. Janine :)
ReplyDeleteDo these people know how many quilters there are worldwide?
ReplyDeleteThey can't mail you out another can as it is illegal to send pressurised cans through the mail but surely they could have emailed you a voucher for a replacement can, or two at least, and apologised for your difficulties with it. I am also having trouble believing that they are advising how to operate a spray can and denying that the can had a problem.
Cheers,
Robyn
I love your brass! Thanks for making a stand.
ReplyDeleteWhat a pity that they didn't apologise for your difficulty (and injury) with their product. If they truly believe it was user error, I wonder if they will be reviewing their instructions for users?
ReplyDeleteI won't be supporting this company based on their customer service.
Bloody hell they've got a cheek!
ReplyDeleteI use a basting spray too and now I'm going no where near theirs!
Hope your finger feels better soon
Burn! Laura--3 points Helmars---0 points
ReplyDeleteGo you!
ReplyDeleteDickheads
Love the email. I've had similar problems with this brand of basting spray. Didn't end up with a burn as bad as yours though (I'm not efficient enough to have 2.5 quilts to baste at a time!).
ReplyDeleteI used 101 too and wasn't at all happy with it. I'm going to give another brand a try and see how I go.
ReplyDeleteHi Laura. I just did a google search for Helmar's basting spray and your post came up! I recently bought a can (it was the only brand offered at the shop I went to). I sprayed a 1m x 1 m quilt and then the propellent ran out. So, I have a full can of spray but no way of getting it out!! Based on your experience I think I'll take it back to the shop I bought it from, rather than Helmar. No more Helmar products for me!
ReplyDelete