One of the most common complaints is also one of the easiest to resolve and like many complaints has actually got nothing to do with the tiles themselves.
A typical customer complaint sounds like this:
"I had porcelain tiles laid but there is a cloudy appearance all over the tiles. I have tried several different cleaning products and residue removers but the floor still looks hazy. I got a tiling company try their cleaning and polishing solution but it didn’t help. I am now sure that it is a fault in the tiles. I am very disappointed with them."
Now this may sound like it could be optical haze which I discussed in a previous blog* but is probably not. The distinctive cloudy appearance is most likely grout haze. This is becoming a classic problem with imported modern porcelain from certain sources.
This type of porcelain tile can have many microscopic holes caused by tiny gas bubbles like the holes in a loaf of bread in the body. The polishing process removes a fine layer of the surface which can take the top off some of those holes, thus exposing them.
During grouting, the grout is smeared all over the surface and some of the liquid containing cement, water, polymers and pigments can be forced into these holes. Washing and removing the fine layer of grout over the entire surface of the tiled area is a long messy job which is often why it is not done properly or done too late after the excess grout has dried. So you end up with the tiny holes filled with the dirty residue. So, it remains there and is allowed to dry. There are so many tiny holes that when you look at the tile they all appear to merge into one like pixels on a screen giving an all-over cloudy or hazy appearance.
These tiles would have benefited from sealing prior to grouting but there are a number of things you can try. Given that you have tried several cleaners already, I can be fairly safe to assume you have tried a proprietary grout haze remover (acid based) so I would try one other thing, before moving on to a final combination approach.
Try Grout Haze Clean Up. This is actually designed to be used at the time of grouting but at full strength it can work a week or more later. If that fails, go for the combined approach:
First apply Sealer and Coating Remover neat and spread over the affected area and leave for half an hour, then, without removing the SCR, add some diluted Phosphoric Acid Cleaner, leave the two chemicals for another few minutes. The first product is attempting to break down any polymers present, this takes time. When it has done this there is more chance that an acid can now work on any cement present. Be very careful with the acid and grout haze remover. They are toxic. Wear eye protection and gloves.
Next try Nanoscrub. It is basically a cream abrasive cleaner but there are 3 components to the product: a slightly alkaline cleaning solution, a calcite (limestone) based grinding powder which won’t scratch marble, limestone or other soft stones and most importantly there’s the nano-technology. The nano particles reduce the surface tension of the cleaner so it can more easily penetrate the small pores and micro pores of the surface which makes it much more effective. As a mild cleaner in its own right, NanoScrub will breakdown mild surface soiling such as general grime and dirt, but, it is the calcite-derived abrasive that will do most of the hard work. It will safely abrade the residue off with no ill effect on the marble’s surface. In the same way there are many surface contaminants that can be safely and effectively removed from most stone surfaces, for example, hard-water deposits or soap-scum in shower areas think of NanoScrub as an ‘exfoliating cream’ for tiles or stone.
There are some situations that cannot be saved; sometimes it is not so much the grout haze, but a very stubborn waxy coating can give this appearance. Finally, the appearance of haze could be a polishing fault in the tile, in that the tile has not been correctly finished at the factory. This cannot easily be rectified and would be a perfectly valid complaint.
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This is my second article on warpage in tiles, mostly because certain key changes have occured in the international standards. More on that later.
Due to the process of firing a natural product like a ceramic tile, it is expected that every tile is not going to be absolutely perfect. Warping of the tile itself is one of the more common issues in manufacturing. This is why there is an International Standard set down to specify the acceptable tolerances for warping in tiles. If a delivery includes tiles that seem to be warped, the tiler would generally decide not to lay these ones. Remember that tiles simply cannot warp after being laid. They are completely rigid, the may crack or lift but the don't bend!
Any warping in a ceramic tile will happen in the factory during manufacture. It is important to realize that a certain amount of warping across a tile is acceptable under the standards. The calculation for acceptable warpage is related to the size of the tile and the degree of warp across the length of the tile. Although all Tiles are graded within the set tolerances, sometimes poorly graded tiles can slip through and be packed as first grade.
Recently, a major revision was made to an important standard under the jurisdiction of ISO/TC 189, ISO 13006 which establishes the international specifications for ceramic tile.
The ISO 13006 International Standards specify an allowable percentage of variation. Previously the flatness (warping or bending) of the tile allowable was 0.5% of the diagonal length of the tile. This allowed for a possible bend of up to 3mm bend on a 60x60 tile. The new standard says that any tile classified as BIa needs to have less than a 2mm bend. It does not matter if the tile is 30x30 or 1,2mx1,2m the maximum bend allowed is 2mm! This revision was the first to this document since its inception in 1998.
If the tiles do fall outside the standards, you obviously should replace them for the customer but as usual not after they have been installed. A professional tiler should be able to see an excessive variation by eye or by rocking the tile on a known flat surface any gap larger than 2mm at one end of the tile is clearly visible. Of course excessively warped tiles should never be installed on site. If they need to be removed and reinstalled, the tiler would be expected to do this at no charge. If there is any doubt about a tile, it should not be installed. As a supplier you should be happy to replace any tiles that are warped. According to ISO13006 a mimimum of 95% of the tiles should be free from any discrepancy that would impair the appearance of a large area of tiles. So If the number of warped tiles within the consignment exceeds 5% you have a valid reason to complain to your supplier.
Firstly, although manufacturing defects can be the cause of tile complaints, first grade tiles are most often within spec. The most common cause of failures and complaints by far is improper installation. It is crucial, if you are to avoid making expensive recompense, to establish the real cause of the failure. Remember that customers generally won’t have the expertise to accurately determine the cause.
Complaint: My tiles are scratched.
Problem: Tiles can become scratched during freight and delivery. This can happen if two tiles are rubbing against each other during freight and transport. If this does happen, it is usually with wall tiles that have a softer glaze than the tougher floor tiles. More commonly tiles can be scratched when grout and adhesive is removed. Scratches like those in the picture above were clearly caused during or after installation.
In the International standards, a scratch is defined as such when it can be observed easily from normal viewing distance. For example on a floor, a scratch would need to be seen without bending over from a standing position. If you need to get close to the tile to find the scratch, the tile is up to international standards and the customer has no basis for complaint.
What do I say to the customer?
Your client doesn’t want scratched tiles installed and neither do you. The tiler should not install any scratched or damaged tiles. It is standard practice as set out in the national standards of building practice. It is the responsibility of the tiler to put any damaged tiles aside. If the tiles have not been installed you should make good on your guarantee and exchange the damaged tiles. If the tiles are fixed to the wall there are two options for your client to consider. The best option is for the tiler to replace the scratched tiles with the 10% extra that should have been purchased for breakages, cuttings and spares. In specific circumstances, with small amounts of scratching, a glass repair service can remove some scratches from tiles, the same as glass can be repaired. The important point is to stress to the customer is that the scratched tiles should not have been installed. The tiler should complete the job satisfactorily.
Complaint: My tiles are warped
Problem: Warping is also known as lippage because if they are laid the result is a lip between two tiles as you can see in the disatrous installation above. Due to the process of firing a natural product like a ceramic tile, not every tile is going to be absolutely perfect. Warping of the tile itself is one of the more common issues in manufacturing. This is why there is an International Standard set down to specify the acceptable tolerances for warping in tiles. This is generally around 1% or 6mm on a 600cm tile. As explained above with scratched tiles, if a delivery includes tiles that seem to be warped, the customer’s tiler should not to lay these tiles.
What can cause the problem?
Tiles simply cannot warp after laying; they may lift, or break but any warping in a ceramic tile happened in the factory during manufacture. It is important to realize that a certain amount of warping across a tile is acceptable under international standards. The calculation for acceptable warpage is related to the size of the tile and the degree of warp across the length of the tile. Although all Tiles are graded within the set tolerances, sometimes poorly graded tiles can slip through and be packed as first grade.
What do I say to the customer?
If the tiles fall outside the standards, we will replace them. Excessively warped tiles should never be installed on site. If they need to be removed and reinstalled, the tiler would be expected to do this at no charge. I stress again that if there is any doubt about a tile, it should not be installed.
Complaint: My tiles are not square
The best option to avoid size and squareness problems is for the customer to buy “rectified” tiles, these are specially trimmed at the end of the production line and are cut to much finer tolerances, however…
Problem: Being a natural product that is kiln fired, there will always be some tiles in each batch that show some imperfections. It is not common for glazed ceramic tiles to be out of square. Plus, before packaging, tiles are sorted and graded to remove any that were. Sometimes a few can slip through the system. These tiles are perfectly sound, but all the same are imperfect. The generally accepted standard allows 5% of any first grade consignment to have some imperfections. 5% means that 5 tiles may have some imperfections in each batch of 100 tiles. The tiler should always put these tiles aside and use them when a cut tile is needed.
What can cause the problem?
Laying tiles which are not square will make the grout joints a difficult job. Some "extruded" or quarry tiles are made in such a way that each tile is slightly longer than it is wide. This is standard for this type of tile and the tiler should realize that each tile needs to be laid in a particular direction with wider grout joints. Mosaic tiles can be placed "off square" on the mounting mesh. This mesh can also be creased if the tile boxes take a severe knock on the edge or if the boxes are stacked on their side for transport.
What do I say to the customer?
If there are a lot of odd shaped tiles in the consignment bought by the customer something has gone wrong and the tiles will need to be replaced. You should exchange the affected tiles. If the tiler decided to lay unsquare tiles and spend the extra time needed to straighten each tile and grouting joint, that is his choice and the customer should take it up with the tiler. You obviously would not be expected to compensate the tiler for extra time spent laying the tiles. Visually imperfect tiles should never be installed unless specifically requested by the owner.
