provided by: 
Editor's Note: This is the first of several articles from Fred Vehorn on after-installation issues, with particular focus on expectations, common issues and care and maintenance services.
It will last forever; nothing can damage it! It's maintenance free! You will never have an issue with your countertop — you just need to clean it! These are all too familiar phrases that have been used to "get the sale." However, industry professionals, and now those consumers who own premium countertop surfaces know that this is not always an accurate statement. It's not surprising that premium countertop surfaces are no longer exclusive to the luxury market. Today it's not that uncommon to find granite in a section of a fast food restaurant, quartz at a company's cafeteria or solid surface on the walls of hospitals, etc. These premium surfaces can have an immediate impact on an area's image, personality, performance, status, functionality, bacteria protection, reliability, durability, renewability and so forth. However, is there anything that is completely maintenance-free?
I work for a company that specializes in identifying and resolving solid surface issues in the field. We don't fabricate, so 99 percent of the work we perform is in the field doing repairs and restoration. Over the past 20 years we have serviced more than 25,000 countertops. So, what have we learned when it comes to the most common issues? A lot, and I'm going to share some of that with you.
Improper Customer Education
Customers either have selective hearing or they are not being educated about what can damage their solid surface countertops. Many, if not most, have the understanding that anything goes because nothing can damage their solid surface top! They have the "it's indestructible" mentality, and therefore use it as such. They begin to put hot pots and pans directly on the surface. They slide heavy, coarse items across the counter. They are installing heavy-duty restaurant style stoves and cooking at very high temperatures for many hours of the day. (We were told of one Corian owner that gathered his friends at his house party to demonstrate that dropping a bowling ball on the counter won't crack his countertop, and how it's virtually indestructible. He was very surprised, borderline shocked, when it cracked during the demonstration. Why? He told his friends that it didn't crack the last time he did it!)
Solution: Set Proper Customer Expectations
All surfaces have their pros and cons, and customers need to be educated as to what they can expect of solid surface. What applications are better than others? Educating them on scratching . . . even diamonds can scratch; therefore, their solid surface can scratch, too. They need to understand the heat limitations. This and much more education would go a long way in reducing issues in the field.
Improper Installation
Poor installations are more prevalent in commercial applications than residential, but it still applies to both areas. The primary reason for issues caused by installations in commercial applications is that we see more and more countertops being installed by noncertified companies (either because of tops being shipped too far from the original fabricator location, or the installation teams on-site are installing everything — jack-of-all-trades, master-of-none, including the tops). In residential situations, installations, even by the same fabricator, is the least supervised work. Shop managers can easily supervise the work being fabricated in a single shop area, but once the tops leave the shop, it is usually rare that these tops are ever inspected by a manager or a foreman. Even the most qualified installers could be making ongoing mistakes; but it sometimes will take up to a few years before the issues are recognized.
Solutions: Certification, Training and Supervision
Certified installers: If at all possible, have the tops installed by a certified installation crew. Remember, if it's installed poorly, it's usually a reflection of the fabricator. Try to educate the general contractor, or the responsible company, of the benefits of having the countertops installed correctly by a certified installer. The end user will have much fewer issues, enjoy the beauty of the tops more and get more life from their countertops.
Training and supervision: If your company is responsible for the installation, don't cut corners in training and supervision. Many companies spend a lot more time training in fabrication and neglect the installation crews. Both areas, initial and ongoing training, are highly beneficial. Take the time to visit customers after the tops are installed, and inspect the installation and see how your teams are doing. You will uncover a lot about your install crews with just a few site inspections. This will help a lot with employee development, and get more longevity of the counters with fewer issues and callbacks.
Improper Fabrication
We have seen a lot of improvement with how solid surface is being fabricated, especially with longtime certified fabrication companies. Owners have invested in better equipment and training, and they are experiencing better results. Poor fabrication, however, is an area effecting issues in the field largely with relation to all of the other companies that have jumped on the countertop fabrication bandwagon, such as cabinetmakers, those handling case work and others. As a result, like in any business, there is a learning curve. We are seeing in these areas, some very poor fabrication; there are exceptions, but as a whole, new fabricators increase field issue by a large percentage.
Solutions: Certification And Outsourcing
Certified training: Many manufacturers will provide training that is very reasonably priced, sometimes even for free. Additionally, there are third-party training companies and organizations such as the International Solid Surface Fabricators Association (ISSFA), The National Training Center for Stone and Masonry Trades (NTC) and others. These are excellent resources for fabrication training.
Outsourcing: If your main area of business is not countertops, you may want to consider outsourcing to an experienced certified fabricator. With today's equipment and the manner in which shops are streamlined, you may discover this is not only more profitable, but it reduces some in-house headaches and many field issues.
About the author:
Fred Vehorn is vice president of business development with Back To Perfection Inc., a company specializing in repair/restoration and commercial installations of solid surface and quartz surfaces. More information is available by contacting BTP at 888-595-2357, service@backtoperfection.com or www.BackToPerfection.com.
author: By Fred Vehorn