3M Safety-Walk Tread: excellence in customer service

On 16 February we emailed 3M New Zealand with our problem report of the adhesion problem we experienced with the new clear non-skid. Two days later we heard back from Auckland-based Carolyn Parris, Senior Technical Specialist. Carolyn took on our problem as her own, following it through the 3M customer service channels through successful resolution. It became clear that the adhesive failure was due to a rare defective batch (that’s not proven but we think is the most likely explanation).

After consulting with 3M engineering, Carolyn recommended replacement of the clear product with the black version 3M Safety-Walk Tread (just to be sure we had all weapons deployed in the battle against UV damage). Carolyn then arranged for Brent Dobbe at Anti-Slip Solutions NZ to drive 2.5 hours north of Auckland to ADAGIO where we were berthed in the Whangarei Town Basin Marina. Brent did a first-rate and very-long full day of removal and reinstallation. The new black 3M Safety-Walk Tread looks very smart on the eight reworked hatches.

Our bottom line on this experience: ADAGIO continues to be a happy and loyal 3M customer. That is why excellence in customer service is so important – a principle adopted at 3M long ago.

So we just purchased another 60-ft roll of the 3M non-skid to redo our remaining eight hatches that are still protected by ten-year old 3M Safety Walk Tread (but getting a little tatty cosmetically).

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