August 17, 2007
Letter Candy Friday: customer service edition
In a very nice e-mail, Schaefer's Laura Nelkin (who can be reached at email@example.com) wrote:
This is Schaefer Yarn customer service coming to your aid... I hope. My good friend let me know about your blog entries. I have to say I am so sorry! We discovered last year that Clara Barton in Andrea is a problem, and in fact discontinued it as we were having problems similar to yours.
We would be happy to replace your yarn with anything else of your choosing to help redeem Schaefer in your eyes (and hopefully those of your blog readers). We are a small company and strive to maintain an excellent rapport with the knitting community.
... As for helping the scarf you have to feel better, I would try some softener in a warm soak for a bit. Then reblock... argh... I know..., or you can try the steam technique mentioned by others on your blog first. Synthrapol can leave silk with a horrible feeling hand, so you want to get that taken care of one way or another. Soaking it in a vinegar/water bath would have probably been your best bet to set the dye.
Just what I wanted to hear! A company discovered that one of its yarn & dye combos wasn't up to par, and discontinued it - isn't that exactly what we (the knitters) would want them to do? It was my bad luck that I already had some of this yarn in my stash. According to my records, I bought it on April 30th, 2006, which I guess was before the recall.
The Fir Cone scarf, leftover yarn, and all my other Schaefer stash (just in case) is currently on its way to June. As a friend and very talented dyer, she will attempt to set the dye for me, test the bleeding, and so forth. She is a gem to come to my rescue, because I'm sort of done dealing with this right now.
For completeness' sake I'll mention that the Synthrapol was long gone by the time I pinned out the scarf (I added it around rinse #10 out of 20 total), and that I block most of my goodies, including this scarf, in Pantene's Clarifying Shampoo. If the scarf was still in my possession, I would try to steam it, I guess, though I know it would bleed like crazy and need re-blocking, so... in any case I'd need to set the dye first. Which I'm not about to do - thanks, June!
Anyway, yay! Customer Service to the rescue! It's good to be informed, so I'm very happy to pass this info to you. If you're having any issues with any Schaefer Yarns, or have any questions, Laura urges you to contact Schaefer Yarn customer service at firstname.lastname@example.org.
Have a fantastic Friday!