To assist our customers, Stone Technologies has prepared this step-by-step Customer Survival Guide. This Guide outlines what Stone Technologies customers can expect. Equally important, it lists the steps that must be taken to prepare for the material selection, template, layout and installation processes. An educated consumer is our best customer.
• While escorting customers through the indoor slab room, our knowledgeable sales representatives will document project details. Customers will be provided information regarding sinks, backsplash and edge options and stone characteristics. The selection process may last 45 minutes to one hour.
• Many customers bring cabinet finish samples, floor or backsplash tiles, and/or paint charts. These items assist in the stone selection process.
• Bring a job layout and/or measurements.
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• Customers are allowed to participate in the Layout process. Sales representative must be notified before the template of the job site is scheduled.
• This option is not recommended when engineered stone or any other “consistent” material has been selected. Attending the Layout will create a delay in moving the job into the production phase.
Customer
• If you would like to participate in the Layout review process, notify your sales representative prior to scheduling the template.
TEMPLATE AND INSTALLATION – GENERAL
Stone Technologies will provide each customer with a three hour time frame within which Field Technicians are expected to arrive at the job site. It is important to understand that Field Techs may be delayed due to traffic/weather conditions or issues stemming from a prior appointment. Stone Tech will make every effort to notify customers of any delays.
Many customers find it convenient to schedule their template and installation dates at the same time. This is possible only when:
• Selected materials for the project are in stock.
• All job details and signatures have been provided to the sales representative prior to scheduling template of the job site.
• No change orders are issued after template and the job site is acceptable for installation.
• Customer does not elect to attend the Layout review process.
Stone Technologies may refuse the template or install if the job site is not ready; or, if the customer or an authorized representative, over the age of 18, is not present at the job site.
Our Field Technicians are professional stone craftsmen. They are not plumbers, contractors or laborers. They are prohibited by law from performing electrical, contractor and/or plumbing services. Field Technicians will not clear walkways or driveways, cut cabinets, notch wood, pre-clean, or move furniture or appliances. This work must be performed by the contractor, customer or homeowner prior to Stone Tech’s arrival.
If additional trips to the jobsite are required because of a foreseeable lack of preparedness,
additional charges will be incurred. Stone Technologies cannot guarantee an immediate return, due to its current work schedule.
TIME TO TEMPLATE (MEASURE)
The template process is a critical phase of the project. Field Techs visit the job site and take precise measurements for each piece that will be fabricated. Templates are made by using luan wood strips glued together to make an exact replica of the countertop, or they can be produced digitally using electronic equipment.
Additionally,
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• Stone Technologies will schedule the template date and provide customers with a three hour window for Stone Technologies' arrival.
• While making the template, our Field Techs will discuss job site conditions including cabinet installation, wall conditions access issues and any adjustments the customer/homeowner must make before installation can take place.
• Our Field Techs will review sink/faucet fit/location, and confirm all project details including overhangs, backsplash, radius corners, possible seam location(s), support issues, etc.
• After the template, our Field Tech will review and complete post-template paperwork with the customer. This paperwork thoroughly documents project details so it must be reviewed carefully.
• Incomplete documents, including missing initials and signatures, will delay production and installation times.
Customer
• Notify sales representative when project is “Ready for Template”.
When is a project “Ready for Template”?
1. Old countertops are removed. (Not applicable to Digital Templates)
2. It tops are not removed, countertops must be free and clear of all objects, including microwave.
3. Base cabinets are 100% installed including finished panels, decorative trim and brackets.
4. All appliances are on the job site (i.e. sinks, faucet, soap dispensers, stove, dishwasher, cook tops, down drafts)
5. Farmer's sinks must be installed in the base cabinets (no plumbing connected)
6. Wood cleat must be installed on the wall behind any “free standing range” for required filler strip.
7. Receptacles that need to be cut into the stone must be installed.
• Provide project detail information to Field Tech during the template process including sink/faucet fit/location; make final fabrication decisions regarding overhangs, backsplash, radius corners, seam location.
• Understand and make notes regarding any adjustments that must be made to the job site before installation.
• Review and complete post-template paperwork presented by the Field Tech. Confirm accuracy of job details initial on all project details, date and sign forms.
INSTALLATION
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• On the day of installation a substantial number of trips will be made from the outside work area to the indoor job site.
• Countertops will be installed and sinks will be mounted to countertops.
• The installation process requires the use of epoxies, silicones, and sealers. The odors that result from these substances may be offensive to some individuals. It is recommended that individuals who are sensitive to these types of fumes not be present during the completion of any work. Additionally, it is recommended windows be opened for ventilation.
• Countertops will be leveled to adjoining tops. This may require these of wood or plastic shims between the supporting structure and tops.
• All joint placements (seams) are at the sole discretion of Stone Technologies. Seams will typically be +/- 1/16” and will be visible to the eye and touch. Every effort will be made to insure that the seam is placed in the best location for structural integrity of the countertop and to be aesthetically pleasing. Due to the unique characteristics of stone, it is not possible to guarantee a match in color or veining when seaming two pieces together.
• In some cases, cutouts, faucet and soap dispenser holes and minor adjustments requiring cutting or grinding are performed after the countertops are installed in order to get proper placement and a custom fit. The amount of dust that may result from the procedure varies and is minimized as much as possible by using a vacuum, but customers can anticipate some dust will remain.
• A dishwasher clip kit will be provided for the plumber/contractor to install the dishwasher or any under counter mounted appliances.
• No caulking will be applied between backsplash and wall.
• Non-toxic sealer will be applied to the countertop (not applicable to engineered or "stain free" stone).
• After installation, our Field Tech will review and complete post-installation paperwork with the customer. Warranty information will be provided to residential customers.
Customer
• Prior to installation date, perform all recommended adjustments and remove the noted appliances from the work area as discussed at template.
• Clear driveway and walkways of debris, snow and ice.
• Clear interior pathways of furniture and breakables allowing safe access for workers and material.
• Remove contents from lower cabinets.
• Complete post-installation paperwork.
• Inspect the installation closely and discuss any questions or concerns with the Field Tech before they leave the job site. This will minimize any time needed to make additional adjustments and ensure customer satisfaction.
WARRANTY AND SERVICE
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• Post Installations “in-warranty” and “out-of-warranty” service requests are available through Stone Technologies’ Customer Service Department.
Customer
• Residential customers activate their Warranty by registering on line at www.stonetechonline.com within 15 days of installation.
• Contact the Customer Service Department at Stone Technologies for your service or restoration needs (781-358-6500).
