Smooth-On Quality Control Testing
Smooth-On has an extensive quality control program that tests incoming raw materials. Our raw materials are delivered to us in large tanker cars. Material cannot be offloaded from delivery tankers unless they are tested and meet our quality control standards. If it does not pass our incoming quality control testing, the material is refused and trucked back to the manufacturer.
We then test each batch of material as it is blended in our large mixing vessels (work-in-process testing).
Finally, the material is tested a final time before being dispensed into packaging containers.
Probability of Defective Material
It is extremely rare for a material to make it past our quality control laboratory and be shipped to end users. People often believe that material that did not work as they expected is defective. User error, material incompatibility, cure inhibition, and other non-material related variables are usually the cause.
Smooth-On makes millions of pounds/kgs. of silicones, urethanes, epoxies, polysulfides, release agents, and other materials every year. Our batch sizes can reach 30,000 lbs. / 13,600 kgs. and the material is packed into tote units, drum units, 5-gallon units, one-gallon units, and trial units.
Thousands of units from a single batch are shipped to customers worldwide. If, in the rare event, a material is defective and is shipped from our factory, we hear complaints from hundreds of customers in a short period of time.
We then launch an investigation to verify that the material in question is defective. If confirmed to be defective, we make every effort to trace shipments and contact recipients who may have received this material. We will then make arrangements to replace the material.
What You Can Do To Verify If A Material Is Performing Normally . . .
1. Make sure you have fresh/new material. Material beyond its shelf life or opened may not perform properly.
2. Re-read the technical bulletin. Make sure you know the correct mix ratio, working time, etc. for the material. Make sure the material is at room temperature (73 F / 23 C), and you are in a low-humidity environment (less than 50% RH). Pre-mix both Parts A & B individually as directed by the technical bulletin.
3. Carefully measure, mix, and dispense at least 100 grams total of material into a new, clean plastic cup and allow the material to fully cure as directed by the technical bulletin. If the material cures in the cup, but is not curing against your model, in the mold or against a surface, the problem is not the material. You can then visit the FAQ section to help troubleshoot the cause of your problem.
If the material is partially cured in the cup, repeat the test, making sure that the material is at room temperature, and you mix as directed by the technical bulletin. Partially cured material is often a symptom of a cold environment and/or insufficient mixing.
If, after testing, you suspect that a material is defective. . .
You can contact Smooth-On either by phone or by submitting a support ticket
By Phone: Contact the technical support team at 1-800-381-1733
Support Ticket: send an email to the Smooth-On Product Technical Support. Provide the name of the product, the size of the container, when you purchased it, where you purchased it, and the lot or batch numbers provided on the product labels or outside of the box.
After receiving your information, what does Smooth-On do?
First, we check our "customer complaint log". If we see at least 3 complaints about the same product and lot number, we automatically test the retained material we store at Smooth-On for 1 year after a batch of material is made and shipped. If confirmed to be defective, we make every effort to trace shipments and contact recipients who may have received this material. We will then make arrangements to replace the material.
If we have had fewer than 3 complaints about a product, we will discuss your processing with you to try to determine a cause for the material not performing as expected. Part of the troubleshooting process may include asking you to e-mail images of your project to us, send us your cured material, or send us the unused portion of the unit in question for testing. We will do our best to make you successful with our materials.
Packaging Problems & Issues – Product received that is damaged in transit, exhibiting leaks, etc., needs to be reported within three business days of receipt of the material to the seller from whom you bought it.