P V C Industries Inc

PVC is a manufacturer of vinyl windows located in upstate New York. Mr [redacted] was never our customer but, when he called and asked for help we went above and beyond to try to accommodate him.I do not know whose door he needed a replacement piece of glass for but, I do know that we did not...

manufacture it and was under no circumstance obligated to make a new piece for Mr [redacted]. We did express to him in great detail that what he was asking for we could not make in our factory but had to have it custom made. He was well aware that he was responsible for giving us the correct size to make which included height, width, and thickness. He was read back the sizes several times in order to be sure we had the correct size. The size that he claims is wrong is the thickness of the unit which was made at 5/8" which is not a size we use in our factory therefore it did not get made as every other piece of glass we make but, was made at an odd size to us. The only way we would have order that size is if it were specified by a customer. With that said there is no recourse for me to go back to my supplier for a credit to Mr [redacted] when they mad only what we asked for.In regards to customer service the only reason I took the call from [redacted] was his refusal to take any responsibility for his mistake. When I talk to him he was not pleasant and very difficult to talk to. I did tell him that he did own this peice of glass but, that I was willing to order him another at the same price, he said he may have to do that and then I asked if he wanted us to redeliver the piece of glass or dispose of it at the factory his response was since he paid for it he wanted it.I had my driver take it back to his home and drop it off and please note that in my mind I had the  right to add another shipping charge to the order but, I did not.It seems petty to argue over 342 dollars but, it is the principle of the matter when a person outright lies to an organization like yours in order to not take responsibility for his own mistakes and tells you that I cursed him out and hung up on him is inexcusable. When we ended the call I made it clear that he was going to receive that piece of glass back at his residence and he was okay with that. I never heard back from him again until I received your letter.