The customer has been contacted and we are working to address the problems now We are waiting to receive the product to repair the problems now Will respond more when we have corrected any issues
The customer called and was told at the time that he could repair the shade that was rolling backward (this was installed improperly) but through customer misuse he... had pulled it all the way through and therefor the shade was rolling off the frontside, not the backside. He was instructed to pull the chain in the proper direction and it would pull back through and roll up properly. Yes, they were installed in 2011 so this has not been the case for 4 years. Someone just opened it improperly. They also claimed a broken chain. Again, this was customer abuse of the product. It just needed snapping together at the clip. I informed him that since this was not really a warranty issue, if we set an appointment it would be a trip charge. I told him we would stop by when we were in the Orange area and check and repair so there would be no charge. We have been out of town or in the opposite direction. Our installer went to the house Tuesday 6/9/2010 -- took 3 minutes to repair the misuse of the product and instruct them on how not to have the problem again. Also, we did not charge him although a charge is the norm.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12302537, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
The customer called and was told at the time that he could repair the shade that was rolling backward (this was installed improperly) but through customer misuse he...
had pulled it all the way through and therefor the shade was rolling off the frontside, not the backside. He was instructed to pull the chain in the proper direction and it would pull back through and roll up properly. Yes, they were installed in 2011 so this has not been the case for 4 years. Someone just opened it improperly. They also claimed a broken chain. Again, this was customer abuse of the product. It just needed snapping together at the clip. I informed him that since this was not really a warranty issue, if we set an appointment it would be a trip charge. I told him we would stop by when we were in the Orange area and check and repair so there would be no charge. We have been out of town or in the opposite direction. Our installer went to the house Tuesday 6/9/2010 -- took 3 minutes to repair the misuse of the product and instruct them on how not to have the problem again. Also, we did not charge him although a charge is the norm.
The customer has been contacted and we are working to address the problems now. We are waiting to receive the product to repair the problems now. Will respond more when we have corrected any issues.
The customer has been contacted and we are working to address the problems now We are waiting to receive the product to repair the problems now Will respond more when we have corrected any issues
I will look into this matter and see what has been done and get back with you tomorrow
The customer called and was told at the time that he could repair the shade that was rolling backward (this was installed improperly) but through customer misuse he... had pulled it all the way through and therefor the shade was rolling off the frontside, not the backside. He was instructed to pull the chain in the proper direction and it would pull back through and roll up properly. Yes, they were installed in 2011 so this has not been the case for 4 years. Someone just opened it improperly. They also claimed a broken chain. Again, this was customer abuse of the product. It just needed snapping together at the clip. I informed him that since this was not really a warranty issue, if we set an appointment it would be a trip charge. I told him we would stop by when we were in the Orange area and check and repair so there would be no charge. We have been out of town or in the opposite direction. Our installer went to the house Tuesday 6/9/2010 -- took 3 minutes to repair the misuse of the product and instruct them on how not to have the problem again. Also, we did not charge him although a charge is the norm.
Today, June 8, their representative came to our homeand made the needed repairs. The matter is resolved. *** and *** *** *** *** *** ***
Today, June 8, their representative came to our homeand made the needed repairs. The matter is resolved. *** and *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12302537, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I will look into this matter and see what has been done and get back with you tomorrow.
The customer called and was told at the time that he could repair the shade that was rolling backward (this was installed improperly) but through customer misuse he...
had pulled it all the way through and therefor the shade was rolling off the frontside, not the backside. He was instructed to pull the chain in the proper direction and it would pull back through and roll up properly. Yes, they were installed in 2011 so this has not been the case for 4 years. Someone just opened it improperly. They also claimed a broken chain. Again, this was customer abuse of the product. It just needed snapping together at the clip. I informed him that since this was not really a warranty issue, if we set an appointment it would be a trip charge. I told him we would stop by when we were in the Orange area and check and repair so there would be no charge. We have been out of town or in the opposite direction. Our installer went to the house Tuesday 6/9/2010 -- took 3 minutes to repair the misuse of the product and instruct them on how not to have the problem again. Also, we did not charge him although a charge is the norm.
The customer has been contacted and we are working to address the problems now. We are waiting to receive the product to repair the problems now. Will respond more when we have corrected any issues.