FAQs

Please refer to our Cleaning Instructions, Training Videos, and Product Documentation.

With CRYSTAL DRY® Extra, the dwell time begins after agitation with our twin and triple cylindrical brush Smart Care® machines. The brushing action helps comb the chemistry throughout the fibers – not just on top. As the chemistry dries, the soil is encapsulated inside microscopic crystals. The encapsulated soil is ready for recovery immediately when dry or at the next scheduled vacuum cycle.

While harsh chemical cleaners can leave a sticky residue, CRYSTAL DRY® Extra and CRYSTAL® QUICK RESTORE become very brittle once they dry and fracture easily. Neither product will dry sticky, which allows them to be removed easily by vacuuming. Please refer to Encapsulation.

The most common reason a Smart Care® machine will vibrate is its brushes. Brushes may have a flat spot somewhere on them due to improper storage. Soaking in hot water will often remove minor flat spots.

Another reason may be infrequent brush rotation (end-to-end) to change the direction they spin. If brushes are not regularly rotated, they will form a slant in the bristles, and if one or both are rotated end-to-end at this point, it becomes very aggressive and can bounce or not spin due to excess friction.

If the machine vibrates badly – stop immediately. Gear damage will occur due to this added stress.

When a drive gear is stripped, one or both brushes will not spin.

Spray tips can become clogged by debris or even chemical that is not flushed after use. Remove the tip and soak it in hot water, then use a nylon brush (toothbrushes work great) to clean the tip.

If the solution tank is not empty, check all connections. Check to ensure the filter inside the bottom of the tank is clean. Call our service department for more troubleshooting.

Sometimes a spot that has been cleaned comes back a day or two later. This happens typically with liquid spills, like coffee or cola drinks.

The liquids naturally go down to the backing and spread out. When the carpet fibers are cleaned with moisture water, the spot wicks up from the backing into fiber tips as it dries.

A 12-ounce drink can spread to cover about 24 inches in width. Hot water extraction wicks spill from the backing, and the spot appears to grow. This doesn’t happen with low moisture cleaning.

When it comes time to rinse and extract your carpet, we recommend using an encapsulating extraction pre-spray. The wicked spots are encapsulated in polymer crystals to be removed during routine vacuuming. Encapsulation chemistry crystals also hide colored soil, improving the carpet’s appearance.

If spots return after a couple of weeks, the reason is almost always re-soiling. Re-soiling is caused by an oily residue in the carpet fibers. This may be caused by the type of soil in the carpet fibers (think of vegetable oil) or a cleaning chemical that does not dry into non-sticky crystals (think dishwashing soap).

As shoes or wheels travel across the carpet, dry soil on them sticks to the sticky carpet fibers. The spot will become more and more visible. With heavy, sticky chemical residues over large carpet areas, an intensive multi-step cleaning process is required. For a smaller spot, several applications of CRYSTAL SPOTTER® Chemistry may be all that is needed. In extreme cases, hot water rinse extraction is the best option, using an encapsulating pre-spray.

Within 30 days, products may be returned for credit, less freight, and a 20% restocking fee. Products must be in original packaging, unused, and sellable condition. Private labels or custom products are only returnable if defective when received. To make a return, contact customer service for a Return Authorization at (800) 422-7686 or email [email protected]. The Return Authorization Number must appear on the returned product package label. Please do not use foam-packing peanuts or shredded paper for padding. Fully insure all packages.

Visit our Blue Ribbon Service Department page for information.