We had our windows and doors installed by Golden Windows when we first built our house in 2005. Last summer we noticed there were some fog in the glass insert in our back door so we contacted Golden Window in Sept to enquire about warranty and cost.
Customer Service told us that an installer will come to give us an assessment and determine whether the door is still within warranty. Depending the year and the model, they provide 10 to 20 years of warranty
I called them 2 weeks later as no installer has shown up; customer service said she will follow-up with the local office
Another 2 weeks passed, still nothing. Customer service said she will contact local office again.
Another week, customer service said I should contact local office myself. So I called and local office said they never received any request from customer service. If I want to know the warranty service, I should call customer service.
Called customer service again and she insisted that an installer needs to come to our house for assessment to determine 1) whether glass is still under warranty, and 2) whether the glass is still being manufactured. She said she will talk to the local office again.
By the end of Nov we still have no info if we can get our glass insert replaced.
We finally went to the local office and we’ve been told that we need to contact the customer service as they are the one having access to the price list.
We contacted the manufacturer of the windows ourself (Masonite) and they confirmed that the style are still being made and we can send the link to the dealer if we want to place the order.
So we called Customer service again asking if we can get a quote now we know we can order the same glass insert. She said she needs the thickness as there are 2 thickness in the glass insert. We asked if we can get a quote for both types. She said she will get back to us. Then the local office called us back and try to schedule an appointment with us for the assessment. And also we’ve been told that our door was not in their system so no warranty will be offered.
This info is new to us. We had all windows and doors installed by Golden Windows with the receipt. We took picture of the door which is the same pattern as rest of the doors. Warranty is offered by the manufacturer and we pay for the labor anyway. Staff told us that it does happen that sometime the order get changed and the changes were not reflected in the system for some reason. Just because someone at GW did not entered the receipt or description of the door properly, why should we be penalized?
More importantly, with computerize inventory and price system, how hard is to provide a quote? And the inconstant info, the constant follow-ups and time lag from service request in Sept until now on trying to get a simple answer (warranty yes or no and quote for replacement) is so frustrating.
- Company Response
Dear Private User,
I am sorry to hear about your negative experience with Golden Windows. We have been in business for over 50 years and take a lot of pride in our products and service. I would like to learn more about your experience. If you can please contact me with your name/phone number at your earliest convenience, it would be greatly appreciated. I look forward to speaking with you.
Amanda Soltys, Marketing Specialist