Maybe that catches their attention more than the phone does.

I have used their products for going on 23 years now and was using one this past Monday on the Hornet. This item is their Rust Converter. Now it seems to be a problem with the item as sold. The item itself does work but the way it is packaged makes you wonder what genius thought this one up.

It is sold in two kit sizes of either 1 gal. (12560) or 1qt. (12559) which includes an equal amount of Part A and Part B. So it is sold in a 1:1 ratio which is the important thing to note. Now the MIX ratio is 4:1. Does anybody here see the problem? After using 32 oz. of Part A you will still have 24 oz. of Part B left over. Follow me so far? The catch is that they don't sell the Part A BY ITSELF! So now you have enough Part B left over for 3 more quarts of Part A but you can't get Part A separately.

Now without thinking you could buy 4 separate kits leaving you with 3 unopened Part B containers. Better yet, Eastwood, could sell the kits with 1 gal. of Part A and 1 qt. of Part B which is the 4:1 ratio. Or they could sell the damn containers separately. As it stands now I will have used up all of Part A and not be able to buy anymore for use on the USS Hornet. Are you listening Eastwood?

Maybe I could be a little more polite but after trying to walk through someone on the phone which stumped them and then getting the "someone will get back to you" I decided to notch it up some.

 

Turns out someone did get back to me after he didn't trust information he was given. It seems the Part A is sold separately in quart sizes but is not listed in the catalogue. Why, I don't know and neither did the person who got back to me. It is only listed on the internet site which I don't use and try to avoid when ordering parts. I prefer to order items, whether from NPD, Dennis Carpenter or Eastwood by phone so I know there is no mistakes in the items as has happened before.

So good news but with a part number that is hard to find for all involved since the ordering system is driven by having the proper part number. Does still make one wonder why the stuff isn't sold in 1gal./1qt. or 1qt./8oz. kits which would make perfect mixing sense. Anyway kudos to Carey...

 

I feel your pain, not with Eastwoods, they have been nothing but awesome for me, but others like MSC, OITech and NI...I hate it when you know more about the product then they do...or you ask a question that they have no idea what you're talking about...

Just the way it is... Hang in there man, you're not alone.

 

FYI

Rust Converter Gallon A part #12557

R/C quart B #12558

R/C Quart A #12556

R/C 8oz A #29875

I understand your confusion, I joined the EW company about a year ago as product manager and I thought this is not right and needs to be remedied. I added the 8oz catalyst (#29875) to fix the situation. We do listen at EW, becuase many of us here were customers before employees. Thanks to Matt for alerting me about your posting.
Best Regards,
"JR"
Chemical & Paint Product Manager, The Eastwood Co.

 

Glad to see he replied. It's not that they have a problem but how they respond in my book.