Matt Whittaker of Hippy Motors says: “I first became aware of a problem when I saw a customer’s van last year at our customers gathering in the Hippy Motors Convoy. Although I was suspicious, I did not pursue this (regretfully). This year three more customers have told us they have faded and cracked decals from us on their wagons, which are no more than two years old, and sent us pictures.”

Whittaker took up the matter with Hexis, as he believes the product was not all that it was claimed in their promotional material. At first he says Hexis rebuffed his complaints, but have since conceded ground and stated they will provide him with compensation, in particular over the product Suptac S5000 High Performance Polymeric Vinyl, Electric Blue Gloss S5ELEB. Together with films such as Nordic Blue S5NORB and Gold S5871B, it only has an actual life-span of one to two years stated on the technical data sheets.

 The key issue for Whittaker is that, prior to his complaint, this range was billed in all Hexis’ promotional material and on its website as having durability of eight to ten years. And that this was the information reinforced by Hexis’ customer service team. Following the complaint this product is now described as having ‘durability up to ten years depending on colour (see the Technical Data Sheet)’.

“We approached Hexis on May 18th to inform them their eight to ten-year grade vinyl is fading within one to two years, and was therefore not fit for purpose. The sales team firstly told us this is not possible as it should be good for eight to ten years and were clearly not aware that it could be the case,” says Whittaker.

Whittaker has also commented on a letter sent to him by the managing director of Hexis UK, Scott Wilkins. In the letter, Wilkins sets out that Hexis has moved to rectify the issue he raises, gives the background leading to the issue, and explains that the limitations of certain films have always been stated in the firm’s small print.

 
“I also wish to clarify an error in the letter from Scott in his letter of 4th July,” says Whittaker, who adds: “In it he suggests the problem was Hexis selling vinyl not performing as the data sheets suggest. That is not, and never will be, my problem. The problem is that all promotional matter only ever states the material is eight to ten year. In all the printed information no suggestions are even hinted at that data sheets need to be studied to get the expected life span of the material being in the worst case only one year.
“Since I raised this issue with Hexis changes have indeed been made to the Hexis website informing customers to study the data sheets (now freely available) and I welcome that action. As stated in previous correspondence from Hexis they are not able to update printed promotional material quickly and I understand that problem.”

Whittaker adds: “This is a problem that may have an enormous effect on my small company. Hippy Motors is just my wife and I. Our business feeds and clothes us and our children, it keeps my house going.”


In communications to Hippy Motors, Hexis UK has apologised to Whittaker and say they wish to help and understand the problem that the issue has caused him. Wilkins continues in his letter: “We are now fully aware of your situation and would like to try and help and support you.”

Hippy Motors says although a formal offer of compensation has been made, it has yet to be resolved. SignLink has contacted Hexis UK for a statement in regards to the dispute, but at the time of publication no reply was received.
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