Xpres 5013 mugs cracking

Has anyone else had issues with XP5013 mugs cracking recently? We've had maybe a dozen mugs now where we've heard that tell-tale high pitched 'PLINK' from the mug press as the mug cracks. The first one or two I just put it down to probable damage in transit and the heat press finally finishing it off, but now we've had it happen to far more mugs all from different boxes over several different deliveries. The presses are ones we've had for years and nothing has changed there. It seems completely random, but it's also quite worrying from a product liability point of view.

We've been using 5013s for years, but I'm very tempted to look for something else now.

Hello 5H17

Have you raised it with our customer services team?

This issue hasn't been raised before by any other customers as of yet so it could be that the box has been dropped in transit and although there are no smashed mugs, sometimes the structure of the mug can be damaged.

Would you be able to provide us with a photograph of the batch number on the box so we can keep track of a potential issue?

Emily

I'm sorry the stock reply from companies are things like "this is the first time we have heard of this issue". A few years ago I bought the same mugs from you and was told in a polite manner saying "no one else has raised this issue" needless to say I never bought anything from you again.

Hi
Yes some years back I had the same problem but was told "no body else raised this issue" other than that no advice or replacement, I stick to one supplier who have never let me down

Yes we had this issue with 5013's a few months ago, reported it to Xpres and got credit. It happened to a few boxes but certainly nothing since - for us thankfully.

Quote:

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Originally Posted by Emily Xpres

Hello 5H17

Have you raised it with our customer services team?

This issue hasn't been raised before by any other customers as of yet so it could be that the box has been dropped in transit and although there are no smashed mugs, sometimes the structure of the mug can be damaged.

Would you be able to provide us with a photograph of the batch number on the box so we can keep track of a potential issue?

Emily

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Apologies for the tardy reply. I've not looked on here in a while.

Your response isn't entirely true though is it. I'm afraid the stock answer of 'Nobody else has reported a problem' just doesn't wash I'm afraid. Several people have, over several months. Poor show if you keep churning out the same response to everyone.

To answer your second question, yes I did report it to your customer services along with photos of the cracks. I got an email saying that (surprise surprise) nobody else has reported an issue.

Not impressed.

Hi 5H17

Thats ok, i understand how frustrating these things can be.

You do find that if there is a batch issues you start to get multiple reports of the same problems from different customers. This doesn't mean the problem you have reported isn't a problem that needs looking into.

I work in the product development/ quality control team and I am not customer facing so it wouldn't have been me you would have discussed this with.

I would like to assist you in getting some kind of resolution with this. I will send you a private message now with some questions so I can look into this.

Emily

If it keeps happening, maybe time to look for something else

The mugs were probably warped/ mishapen. When you tightened the press, it will have put too much pressure on part of the mug.

I always a have this issues with xpres mugs, I don't buy a lot usually the 2 tone box of 36 mugs at a time, they always arrived damaged and I always have to get in touch with customer service about it and it usually ends up with a credit note. Just today I've had delivery of a box of mugs and there are 20 damaged, and I'm not confident about the rest. I only use xpres for these mugs as a last resort, as it becomes time consuming and annoying, each and everytime.

For what ever reason I don't understand why they don't double box them. Maybe the damages cost less than a box and a little extra packaging?

Hi!
I think the issue might be related to the quality of the mugs there could be hidden micro-cracks from transportation that aren’t visible to the naked eye. Have you considered switching suppliers?
I order mugs and T-shirts from China, the products are of good quality.