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We are having major problems with a window manufacturer and their representatives. This company is a “name” company and I thought quite reputable.
Here is the whole scenario as succinctly put as I can.
I hired this Window Manuf. to install 19 windows in a small ranch house for my customer. They did it quickly but somewhat carelessly (broken trim etc.)My customer had a problem w/ some of the carelessness (as I would have) and told me about it. I called the Window man. and they sent the salesman out to do the repairs. This “salesman” told me in no uncertain terms that if the customer gave him any guff, he would leave the job to me. So, I babysat him for about ½ a day and made sure that he did not leave. He fixed some of the items on the windows but threw up his hands on several items. This leaves me with an unhappy customer (who now tells me that the windows are leaking cold air when the wind blows).
This company has shown no inclination to take the job any further. Do I have any recourse against them? How would I go about getting them off the dime?
Replies
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Pete
Without knowing how big the manufacturer is, and who you're really dealing with, it's hard to say how the situation went sour. But, my first thought (assuming the installer isn't an independent and also assuming that you've paid them already) is that you have to find someone new, and higher up, in the organization to talk to. Explain that you and your customer are disappointed (that you are disappointed as well is vital, since the manufacturer will probably assume that your customer is just a whiner rather than it did a lousy job) and that you can't use them, or recommend them, if they make you look bad.
The attitude by the salesman shows that he came with a chip on his shoulder, and there might be some underlying problem, like a bad installer that no one wants to cover for or an earlier problem on the site that you don't know about.
Start out with the buddy routine, but if the new person also shows a bad attitude, move into saying that you'll tell every GC you know how they screwed you, though you'd rather tell them how they stood behind their work. If that doesn't work, slide into how you would hate to have to sue them for the cost of your doing their work, but you'll do what you have to do to honor your deal with the customer. If that still doesn't work, it's up to you what's next.
Good Luck.
SHG
*Pete,My guess is the window manufacturere starts with a p or an a. If you are dealing with a distributor, Call the manufacturer & ask for the area manager & find out who that persons boss is. That will get you a response alot faster. Are you in tha Athens, Ohio area?
*We're in Athens GA. Thanks for all of the good advicePete
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We are having major problems with a window manufacturer and their representatives. This company is a "name" company and I thought quite reputable.
Here is the whole scenario as succinctly put as I can.
I hired this Window Manuf. to install 19 windows in a small ranch house for my customer. They did it quickly but somewhat carelessly (broken trim etc.)My customer had a problem w/ some of the carelessness (as I would have) and told me about it. I called the Window man. and they sent the salesman out to do the repairs. This “salesman” told me in no uncertain terms that if the customer gave him any guff, he would leave the job to me. So, I babysat him for about ½ a day and made sure that he did not leave. He fixed some of the items on the windows but threw up his hands on several items. This leaves me with an unhappy customer (who now tells me that the windows are leaking cold air when the wind blows).
This company has shown no inclination to take the job any further. Do I have any recourse against them? How would I go about getting them off the dime?