Letter received March 5th, 2012
Attn: Quality Manager,
Let me take this opportunity to express my EXTREME dissatisfaction with your "Magic Water" product. I thoroughly mixed the two components per your directions in a clean stainless stell container. I poured it into the area and have now waited 4 days with no signs of adequate cure. I work with two part mixes every day. I am familiar with the intricacies of such. This product is not going to cure out. The ambient temp is 68 deg F. The relative humidity is 55%. These are optimum curing conditions. No structuring has taken place. All that HAS occurred is that your product has made a mess out my layout. I wish there was a way to recoup the time, expense and frustration that I will be experiencing in the next few weeks. I do plan on telling as many people as possible in any number of ways about the poor product and my experiences with it.
3/5/12 Phoned his work number and left a voicemail message and then followed up with this email at his work address:
Hi Bill. I left you a phone message today in response to the letter you wrote me.
If the product has not set and it was mixed 1 part "A", to 2 parts "B", then it was not mixed thoroughly. This has happened in the past, which is why I have put an update in every box as well as on my website, reiterating the importance of a complete mix.
It has been an easy fix from the start as I mentioned in my message. A thin pour over the existing pour takes care of it. No need to dig out the "soft" pour.
As I said on the phone you are the second person to get mad at me in 6 & 1/2 years of Magic Water business. The first had a leak. If you dont have enough product to do the fix, let me know and I will send you some.
Bottom line, The product does work as anyone who had used it will testify, and anyone who has had a problem has been treated with respect, courtesy, and satisfaction.
Looking forward to your response.
Note: As of today 4/2/12 I have not heard back from him. I put my contact info in the box for a reason: please pick up the phone and call me if you are having difficulty or need help!