Hi David,

 

Apologies in the delay coming back to you – we have been conducting a thorough investigation of the production records and the batch feedback on the materials you were supplied with, which is a convoluted process.

 

Firstly, It is interesting, but unhelpful in terms of identifying root cause, that yours is the only complaint of this nature from the entire yarn batch, which we believe discounts the yarn constituent as a causative factor.

 

More relevant is (without going into too much technical detail) the fact that there are two entirely normal ways to set up a tufting machine, one of which exerts more overt dimensional stability into the backstitch of the carpet – we have noted that in your installation the production was of the other method.  This is the only production parameter that we are able to trace as a potential causative factor.

 

With this in mind we have now set up our machines on the method which gives more dimensional stability, which we will monitor on an ongoing basis to ensure it gives the desired result and an effective solution to the kind of excess expansion effect you have experienced. 

 

Obviously, as I explained on site, it is generally accepted that any carpet has a natural level of expansion of 1.0-1.5%, and this is accentuated if the carpet is fitted in colder months.  The only way to be sure carpet expansion would not cause a need to re-fit when initial installation is made in colder climactic conditions is to power stretch on initial installation – but I would have to accept that most customers do not do so and our products need to be behaving in a way which is not ‘unusual’ in comparison to competitive products, which is your feedback.

 

We will continue to monitor the situation closely but in the meantime please be assured of our  best intentions and absolute commitment to providing a product which you can have complete faith in pre and post-installation.

 

Best regards,

 

Paul.