Had an extremely low quality skylight installed by the original builder that let in great light, but did nothing to prevent the heat from coming in as well. So we went with an electric open energy efficient Velux and we couldn't be happier with the impact it has had on the heat coming into the house. Plus with the rain sensor, there are no worries about making sure we close it before leaving for the day.
However, after having the skylight installed and electric hookup completed in early June, it was discovered that the integrated shade was not functioning / installed incorrectly. I'm not sure why Skylights Unlimited didn't come out themselves to investigate / resolve the problem, but instead I was directed to contact Velux customer service.
After 5 weeks of having to call customer support each week, the issue has still had no action taken to resolve it. Being told 'We will be out there next week for sure' is just adding to the frustration and disappointed.
If this issue had been handled with a minimum of professionalism 5 weeks ago, it would have been an easy 10 ranking. But instead I have to provide a very dissatisfied ranking until someone actually addresses this problem.
UPDATE
Seems that after posting this message, I received a few calls from Velux and Skylights Unlimited to address my problem. Had representatives from Velux come to the house, and in 15 minutes that had re-aligned the shade so it was installed and working correctly. Have everything working as it should have and am enjoying the ability to block out that bright early morning sunlight.
Upgraded my ranking score as originally said, I was very happy with the skylight, it was the customer service experience issue to address the shade that was unacceptable (Shouldn't take over 5 weeks to finally get someone to come to the house to fix a problem that ultimately only needed 15mins to address)
- Approximate cost of services:
- $3,000.00
- Company Response
Hi BW, thanks for your feedback. We had tested the blind before leaving your home on the original install date and it was working without any problems. Also, once we heard that there was an issue with it we did, in fact come by to assess the problem with your blind when we were doing your neighbour’s job, but there was nothing we could do at the time. We contacted Velux about it several times and as it was a product issue, it was something that they needed to fix themselves. We’re sorry it took so long that it took someone from Velux to come out to fix the blind, as they have a stellar reputation and they’re usually quite good at keeping warranties & following through with repairs quickly. We will keep this incident in mind when dealing with all clients as we want to give each and every client the best work & service possible. Usually people are quite impressed with our level of customer service, but we take this review seriously and will work at improving. We’re glad to hear that you’re pleased with the skylight and the difference in temperature it has made on your home. Take care, Sarah