Another Marvin problem

[Dutchman]

I posted a while ago (or commented on an existing thread, can't remember) about my dislike of Marvin products for a few reasons, this one is about basic customer service protocol by them that I find distasteful.

Situation: Recent client just spent over 20K on a window package. We are now finalizing the screens that are included in said package. We were missing a sash lock to begin with so I requested that...it's included...YAY. We also requested a sash lock for a window over a gas meter, which is now required due to oil to gas conversion.

Head shake: They are actually charging me for the $26 sash lock after the fact of the big purchase.

Result: The developer/ client will never use Marvin again.

It's not like we don't have the $26, it's the point. Somebody just spent a fair amount with you, throw in the coaster!

Not sure if other folks have the same results with them, maybe it's just our local supplier.

[dlhunter]

I don't think I would put it on Marvin as far as the charge for the lock. Your supplier should be more than happy to eat that.

[TWhite]

I wouldn't be upset about having to pay for an extra, the time to negotiate is before you place the order.

[J.Buesking]

I wouldn't be upset either. It's a extra lock I didn't order. 26.00 bucks probably doesn't even cover the manpower and shipping to get it to you.

[biljac]

That's definitely a dealer/supplier issue. I'm a dealer in NYC, between ourselves and our distributor we go above and beyond what is necessary to make sure the purchaser is satisfied. Any issue that has ever arisen is usually resolved at our level, if something needs to go to Marvin, they have never let any of our customers down. A lock, sash, screen, door panel are all dealer issues.

[calvert]

I am not sure how Marvin handles distribution in your area but until recently our local sales were handled by a somewhat independent party that developed quite a reputation for agressive marketing but poor follow-up on problems.

I know of a few very large jobs that left a sour taste with the builder based on minor issues that never got resolved easily.

Distribution is now with a large lumber co.that carried Marvin products until about a dozen years ago but lost that connection for unknown (to me) reasons.

I agree that a free lock would have been a sign of good relations but I might be inclined to urge you to address a brief letter to the marketing dept. at Marvin.
I have a good friend that worked for Marvin at one point in his career and insists that they are a very honorable company. Your experience may just very well be an oversight on the part of the "local" organization.

Several months ago a few of the reps from a New York based Marvin distribution facility visited a historic job I am working on and we had a very good discussion of sash and door construction. Although I either restored or built new windows for this job, as I do on most of my jobs,... I was actually impressed with their knowledge and devotion to quality and I would consider their products for future use.

[dgbldr]

No, I wouldn't expect them to give me anything for free.

I also don't expect a customer to hire me for a job and then ask me to do extra work for free "since they gave me a good size job".

Presumably the price paid for the windows represents good value for both parties, therefore you have no right to expect free materials from them any more than they can expect free money from you.

[Dutchman]

Just to be clear, I'm really not 'upset'. I still feel they should have thrown that in to keep me coming back.

Perfect example: Same project, but my door supplier. There were three oversized doors (9' tall) that I wasn't 100% pleased with. One had a clear finish issue and the others were slightly warped.

I asked why I was paying so much for something that wasn't perfect and he agreed. His offer to keep me coming back...a $500 credit on my account.

I'll chalk up the sash lock issue to the supplier, not Marvin, but it's certainly a bad representation of the parent company.

[BOBALS]

Dutchman;
Me,I have nothing against Marvin...good windows,but pricey, and we use them if a customer specs' em. But a recent experiance with Andersen points out how some of these stories can have a happy ending. We were installing three 400 Series awning windows and when it came time to trim them out we noticed that the trim kits were missing a lock lever assembly (each window has two,not one). I called Andersen to "panic "order three more handle trim sets and explained the missing parts situation....bottom line they sent three sets free,no cost and I got them the next day!
Honestly, I figured they would charge for them. It does point out that, as you stated, the little details can make or break a deal (this,also, was a $20,000 window/door package).
Bob