D & G Flooring

We do not approve this responseWe are not a delivery serviceIt is beyond me why we have to pay for the shipment of a replacement insert for a defective product that R and K supplied.I do not understand how R and K can claim that these doors/ products are covered under warranty, but R and K will not ship the replacement for a defective product that they supplied, to the customerAll we are requesting is for R and K to send the insert to our mutual customer.For example, if we ( for any reason ) went out of business, I do not feel confident that R and K will not honor their warranty and take care of these customersWe feel the customer would be left with a broken door if it were up to them

In response to the complaint of Ms*** * *** of
Affordable Windows & Doors,R&K Doors Sales Manager, Jason P***, received the
email from Ms*** via email on December 29th as indicatedHe was
not able to respond the same day and then R&K was closed from December 30th until
January 3rd for year end procedures and for the New Years holiday
However, Jason did call Ms*** when we reopened on January 3rd to
communicate that he had received her email and to get more detailsFinding out that the mechanism that moves the blinds up and
down had broken off, Jason determined that we would not be able to service it
and that it would require a whole new insertJason indicated that to get a new
insert might take 7-days and the he would let Ms*** know when we
received itMs*** did not have an order/invoice number, so it took Jason a
day or two to research it and to find the order with the part#Once this was
found, the new insert was orderedIt took almost weeks for R&K to receive the new insert
from the manufacturer at which time Jason emailed Ms*** that it had been
received and could be picked up.Per our terms and conditions, we honor the manufacturer’s
warrantyThe manufacturer of this insert does not pay to have the part shipped
to the customer’s home or place of business, nor for the labor to remove the old
insert and install the new insertMs*** states that R&K does not stand behind their
productWhile, we can appreciate that she is disappointed that the warranty
does not include shipping and labor, this statement is falseOn contrary,
R&K has ordered a new insert to replace the one that is not workingMs*** states that the issue is with the fabrication of
the door, which suggests R&K did not properly install the insertThis is
not accurateThe issue is with the insert itself, which does happen from time
to timeOn January 18th, when Jason tried to explain the
warranty and find a solution, Ms*** used profanities to tell him how she
and her boss felt about him and R&K and then hung upR&K would like to resolve this amicably and are willing
to deliver the new insert to the offices of Affordable Windows & Doors and
they can arrange to replace the insert for their customerOr for a discounted
service fee of $75.00, we can contact their customer directly and arrange to
replace the insert

We do not approve this response. We are not a delivery service. It is beyond me why we have to pay for the shipment of a replacement insert for a defective product that R and K supplied.I do not understand how R and K can claim that these doors/ products are covered under warranty, but R and K will not ship the replacement for a defective product that they supplied, to the customer. All we are requesting is for R and K to send the insert to our mutual customer.For example, if we ( for any reason ) went out of business, I do not feel confident that R and K will not honor their warranty and take care of these customers. We feel the customer would be left with a broken door if it were up to them.

OK. We will contact the customer and make arrangements to deliver the insert to them.