Sunview Windows & Doors

Hello, We regret that she feels she's been dismissed. We 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 dismissive. Never 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 phone. This window is very different from what we are used to here in Canada so it's very common to have someone open it incorrectly. After a quick training seession the issue is usually resolved. In her case, upon inspection I did find that a broken piece of steel was in fact resulting in her complaint. It 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 all. I 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 window. We have offered to pay for the part and we are asking for 150.00 to pay for the labour to come and install it. We are not looking to profit on this at all. It's only to cover our expenses. I also apologize for the miscommunication regarding the transferable warranty. On are current contracts we have made a change and now offer a transferable warranty. That'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 transferable. In this case it doesn't matter anyway, since whether she had warranty or not, warranty does not cover breakage from misuse. FYI We have since introduced a new transferable warranty as of 2015. I know having broken items can be frustrating and while we are sympathetic with her, we don't believe our product is at fault here. Of course nobody wants to work for free, but to make her happy we are willing to pay 50.00 of the labour. If she is interested in having the work done, her portion will only be 100.00. Does that sound fair? Sincerely, [redacted]Sales Manager