[heritagecleaning]

Just had a customer call and say a 'stain' has appeared  - that an area of carpet is 'lighter' than the rest. The only thing I can think of is that I've missed rinsing out pre spray on a patch.

I said I'd go back and look at it. Any advice appreciated - it's not something I've ever encountered before 

Thanks


Owen

[from edge2edge]

Morning Owen Is the stain next to  the sofa(less pile) or by the window(lighter due to sun damage etc).................maybe rinse it out again and dry fast.........(ask about vanish use too)..........................Alan

[Paul Redden Countryfresh]

pile reversal can be more obvious once soil is removed, and light reflects more

[heritagecleaning]

What it turned it to be was that the traffic lane had wicked back and looked darker than the rest. I re-cleaned the room on low psi with lots of dry strokes. We'll see if he calls again - if he's really unhappy I'll probably replace it since it's just a 10 x 10 dining area.

I'd think about LM next time

[John Kelly]

Why would you replace it. Likely the pile is worn and absorbing light rather than reflecting it.  Carpet cleaners are not magicians.

[Doug Holloway]

Hi Guys

I agree with John

Will you replace every carpet which doesn't clean up like new.

The absolute worst position should be that you refund him the clean.

Cheers

Doug

[adrian marsh]

If it's wicked back then it's wicked back for a reason. I.E. there's something underneath causing the problem. Better idea to lift the carpet and show the know it all why it's happening and that you don't have xray vision.

[heritagecleaning]

Well, maybe replacing it would be going too far. My feeling of guilt is that it looks worse having wicked than it did before I started. Since it was very low profile, almost carpet-tile-like stuff maybe I should have foreseen that this was likely to happen. On the other hand it was old and you're right Adrian - I don't have x-ray vision.

[gwrightson]

"Since it was very low profile, almost carpet-tile-like stuff " 

 Encap............. problem solved

Geoff

[Simon Gerrard]

If it is lighter then it may well have been there before you cleaned the carpet and only  became obvious once the dirt was removed. You get this a lot with Vanish marks but depending on how dirty the carpet was before you cleaned it, the dirt can mask all manner of stains.
I certainly wouldn't be thinking of replacing it.
If you go back, take some pictures.

Simon

[heritagecleaning]

I re-cleaned the room yesterday. If he was going to call back again he would have done so by now, so I guess things are OK.

[John Kelly]

Its important to manage the customers expectations. On old or worn carpets they should be made aware that the results may be limited and sometimes can even make the carpet look worse because removing the dirt exposes the worn fibres. Most customers are understanding and its a good time to educate them into having things cleaned earlier and more regularly.