From: timv@qualatex.com
To: balloondeco@balloonhq.com
Date: Sun, 18 Feb 2001 23:09:11 -0600
Subject: Question on Qualatex

Hi Colin and Jeannie-

Thanks for letting us know about the questions and concerns you have regarding a
recent batch of Qualatex balloons. As you know, we pride ourselves on our
quality and view it as the foundation upon which our company is built.

A couple of years ago we set up a "Satisfaction Guaranteed" program to handle
questions and situations like your on an expedited basis. The number to call in
Canada is 905-560-6534, in the USA call 800-880-6118 (other international
customers can either call their local Pioneer location listed at the end of this
message or call 316-688-8237). As an aside, it's probably better to call us
directly when you have a question regarding our manufacturing process than
asking a distributor or other retailers.

We make constant changes and adjustments in our manufacturing process, so it is
not entirely true to say at any given time that nothing has changed. We are
always making changes to improve our quality, we have to make adjustments based
on the availability of various chemicals and raw materials and due to
governmental compliance, and we work hard to improve the operating conditions in
our plants for our employees. Balancing all of these factors is the challenge in
running a manufacturing operation. When we make changes, we thoroughly test to
ensure that the resultant quality does not suffer.  While we did make a recent
minor modification in our finishing slurry, it was not to improve helium
retention (not a bad idea if we could figure it out!), but rather to comply with
environmental regulations. You should not be able to notice any difference at
all in our product.

We are committed to resolving all difficulties our customers encounter; I
understand our Hamilton team is already attempting to contact you to figure out
what exactly happened to the batch you received. Again, thank you and I hope to
see you again in Chicago at IBAC!

Tim Vlamis
Director of Brand Marketing

Qualatex Satisfaction Guaranteed Hotline
US                    800-880-6118
Canada          905-560-6534
Europe           +44 1279 501090
Australia        2-9905-9333
Mexico           22-44-6953
All others       316-688-8237

If you experience a problem with Qualatex latex, Qualatex Microfoil, or Qualatex
balloon accessories not under warranty:
1. Call us for a Return Authorization Number.
2. Return the product.
3. And we'll replace it with like product.

Colin Stewart wrote:
We have noticed a drastic difference in the quality of 11" balloons.  The
balloons we have bought since the New Year and as recently as today are sticky
and very difficult to work with.  The colours that we are using right now are
Quartz Purple, standard Yellow, Lime Green, and  Periwinkle.

The balloons coming right out of the bags looked old and have lost their polish.
They looked as if they had already started to oxidize.  When we were using them
to make arches, they stuck to each other making them extremely hard to work
with.  When making some clusters and tying on the monofilament line, the line
was even sticking to them.  As a result, before we even left the job, a number
of the lime green balloons had deflated and had to be replaced.  We checked the
dates on all of the bags and they very manufactured in December 2000 and January
2001 in both Canada and the U.S..

After discussing this with our distributor this afternoon, we have learned that
there may have been a recent change in the last step of the manufacturing
process that affects of the polish of the balloon due to concerns regarding
helium float times.  Is this a permanent change, a temporary trial, or something
that you are even aware of?

We have not changed the way we use the balloons in 11 years and as you know, use
very large quantities of your product.  We would appreciate your feedback on
this issue at your earliest convenience.

Sincerely,

Colin and Jeannie Stewart
STEWART's Baskets & Balloons
Tottenham, Ontario, Canada

www.stewartsballoons.com
manufacturers of the RELI-A-DROP drop net systems