Xpres 5013 mugs cracking

[5H17]

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.

[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

[Bob700]

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.

[Bob700]

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