When the customer first contacted us about the seal failure ontheir window and said they wanted them replaced under warranty, we told themthat the warranty was the window manufacturer’s warranty, not oursspecifically and that we no longer sold the [redacted] brandThe customer was told that the company was no longer [redacted] that they werebought out and they were now [redacted] WindowsWe told them that we would contact [redacted] for them and get the replacement units comingWe were not sure how [redacted] was handling warranty claims from [redacted] .We told the customer that it was hard to get any communication out of [redacted] , so we were not surehow long it would take to get the warranty units inAt this time we also toldthe customer that our company no longer installed or did service on residentialwindows, but at a favor to them, since they did purchase the windows from us 11years earlier, we would change out the units for them when we could fit it intoour scheduleOn April 14, we went out and changed three of the four failedunitsThe forth unit broke while loading the truck, so we told them we wouldget a new one ordered right away, and let them know when it came inThereplacement warranty unit was reordered on 4/14/15, and after several phonecalls and emails to the manufacturer we were finally told that the unit wasscheduled to ship on 7/7/On August 6th, we finallyreceived the warranty unitThe summer months are an extremely busy time for our companyWhenthe customer called to check on the piece of glass we told him it was in, butat the time we were backed up on our school jobs, large projects, and didn’t have anyone to sendout to change the unit but we would try and get him on the schedule as soon aswe couldThe customer called again on 9/3/15, and we told him that as of rightnow they were still not on the schedule, but we would see what we could doWe were able tohave someone get loose from one of the school jobs so on 9/8/15, we called to schedule an appointment for the following dayOn9/9/15, the final failed unit was replaced, and the job is now complete.The majority of this delay had to do with with window manufacturer being bought out by another companythat we had no relation with and therefor they weren't responding to our calls and emails Unfortunately when we finallyreceived the final materials it was at the height of construction and contractual deadlinesStephanie G***Inside Sales/Customer Service Coordinator
[redacted] The window was installed on 9/9/The fast response was unexpected but a pleasant one Thanks for you help [redacted]
When the customer first contacted us about the seal failure ontheir window and said they wanted them replaced under warranty, we told themthat the warranty was the window manufacturer’s warranty, not oursspecifically and that we no longer sold the [redacted] brandThe customer was told that the company was no longer [redacted] that they werebought out and they were now [redacted] WindowsWe told them that we would contact [redacted] for them and get the replacement units comingWe were not sure how [redacted] was handling warranty claims from [redacted] .We told the customer that it was hard to get any communication out of [redacted] , so we were not surehow long it would take to get the warranty units inAt this time we also toldthe customer that our company no longer installed or did service on residentialwindows, but at a favor to them, since they did purchase the windows from us 11years earlier, we would change out the units for them when we could fit it intoour scheduleOn April 14, we went out and changed three of the four failedunitsThe forth unit broke while loading the truck, so we told them we wouldget a new one ordered right away, and let them know when it came inThereplacement warranty unit was reordered on 4/14/15, and after several phonecalls and emails to the manufacturer we were finally told that the unit wasscheduled to ship on 7/7/On August 6th, we finallyreceived the warranty unitThe summer months are an extremely busy time for our companyWhenthe customer called to check on the piece of glass we told him it was in, butat the time we were backed up on our school jobs, large projects, and didn’t have anyone to sendout to change the unit but we would try and get him on the schedule as soon aswe couldThe customer called again on 9/3/15, and we told him that as of rightnow they were still not on the schedule, but we would see what we could doWe were able tohave someone get loose from one of the school jobs so on 9/8/15, we called to schedule an appointment for the following dayOn9/9/15, the final failed unit was replaced, and the job is now complete.The majority of this delay had to do with with window manufacturer being bought out by another companythat we had no relation with and therefor they weren't responding to our calls and emails Unfortunately when we finallyreceived the final materials it was at the height of construction and contractual deadlinesStephanie G***Inside Sales/Customer Service Coordinator