Several months back (like September), we purchased a Fathead for our play room redecoration project. It was a Purdue football helment and fit in nicely in our football themed room, painted in Old Gold (Purdue's official shade of gold).
We got the product, layed it flat, painted the room, and waited two months to put it up so that the paint dried right. We put it up, and while we had some problems with it, overall it stayed up with some minor peeling. After a month or so, it came tumbling down and we could not re-attach it to the wall.
We are busy people, so it took us a while to contact Fathead about it. I was quite surprised at their response. They said they were sorry for the defective product, but that we were outside the 60 day warranty window. They would however be more than happy to sell us a Fathead at 25% off retail price.
I was stunned. Fathead doesn't have a product if it doesn't do the only thing it is supposed to do - STICK TO THE WALL.
I had planned on buying other Fatheads - for starters Detroit Red Wings for my bedroom and Star Wars figures for the kids' Lego room. Clearly, if Fathead doesn't think that their product will work for more than 60 days, and if they won't take care of "defective products" (their words), it doesn't make sense for me to drop $100 on each of these Fatheads.
With the cost of one replacement product and shipping Fathead had the opportunity to sell us more Fatheads. Not to mention the viral marketing opportunity lost by people now not asking "Cool where did you get THAT?"
Are you intentionally chasing away your customers?