Sunview Windows & Doors

Hello, We regret that she feels she's been dismissedWe gave the effort and resources to come out to the home she purchased from our customer and inspect the window at no cost to her so we feel that we've been anything but dismissiveNever in my nine years here have I seen that part break which was why I found it hard to believe when we spoke on the phoneThis window is very different from what we are used to here in Canada so it's very common to have someone open it incorrectlyAfter a quick training seession the issue is usually resolvedIn her case, upon inspection I did find that a broken piece of steel was in fact resulting in her complaintIt takes a great deal of force to break this piece which is why we have concluded that it's a result of misuseIt's very possible that it was the previous home owners who are at fault here so please don't think that I'm blaming her at allI simply know that this piece can not break on it's own I've attached a picture of an intact piece of the part that broke on her windowWe have offered to pay for the part and we are asking for to pay for the labour to come and install itWe are not looking to profit on this at allIt's only to cover our expensesI also apologize for the miscommunication regarding the transferable warrantyOn are current contracts we have made a change and now offer a transferable warrantyThat's why the woman you spoke with was unaware that that was not always the caseIn regards to the transferable warranty, she is correct that the contract does not state that it's non-transferableHowever it also does not state that it is transferableIn this case it doesn't matter anyway, since whether she had warranty or not, warranty does not cover breakage from misuseFYI We have since introduced a new transferable warranty as of I know having broken items can be frustrating and while we are sympathetic with her, we don't believe our product is at fault hereOf course nobody wants to work for free, but to make her happy we are willing to pay of the labourIf she is interested in having the work done, her portion will only be Does that sound fair? Sincerely, [redacted] ***Sales Manager

Hello, We regret that she feels she's been dismissedWe gave the effort and resources to come out to the home she purchased from our customer and inspect the window at no cost to her so we feel that we've been anything but dismissiveNever in my nine years here have I seen that part
break which was why I found it hard to believe when we spoke on the phoneThis window is very different from what we are used to here in Canada so it's very common to have someone open it incorrectlyAfter a quick training seession the issue is usually resolvedIn her case, upon inspection I did find that a broken piece of steel was in fact resulting in her complaintIt takes a great deal of force to break this piece which is why we have concluded that it's a result of misuse. It's very possible that it was the previous home owners who are at fault here so please don't think that I'm blaming her at allI simply know that this piece can not break on it's own I've attached a picture of an intact piece of the part that broke on her windowWe have offered to pay for the part and we are asking for to pay for the labour to come and install itWe are not looking to profit on this at allIt's only to cover our expenses. I also apologize for the miscommunication regarding the transferable warrantyOn are current contracts we have made a change and now offer a transferable warrantyThat's why the woman you spoke with was unaware that that was not always the case. In regards to the transferable warranty, she is correct that the contract does not state that it's non-transferable. However it also does not state that it is transferableIn this case it doesn't matter anyway, since whether she had warranty or not, warranty does not cover breakage from misuseFYI We have since introduced a new transferable warranty as of I know having broken items can be frustrating and while we are sympathetic with her, we don't believe our product is at fault hereOf course nobody wants to work for free, but to make her happy we are willing to pay of the labourIf she is interested in having the work done, her portion will only be Does that sound fair? Sincerely, *** ***Sales Manager

Complaint: ***
I am rejecting this response because:I sincerely appreciate their offer of performing the work for less; however, the main issue at hand is the warranty in itselfBecause the manufacturer's warranty is based on number of years and not on the specific owner's possession, then it should be transferable unless explicitly stated otherwiseThis issue may arise again if any further defects manifest in the futureI also question why, if the company is now allowing transferrable warranty, they are so resistant to transferring it in this case.As a side note, I was told that the part and labour together were $150.
Sincerely,
*** ***