i cannot emphasize too much why this company deserves all the scorn heaped on it. i have a new home and glass on one of the windows was broken. sounds like a simple fix right ? but leave it to decora to blow this into a major complication. first they email a request for sizing (measurements), which we promptly returned to them. weeks of silence follows next, with not a word. when we try to contact the rep (natasha), we're told that she's on bereavement leave. fine, we understand but you're telling me that in a company like this, there's no one else that can answer questions or pick up the ball in her absence ? finally, after weeks of trying to get any word (and leaving messages), we get word and a workman is sent. should be end of story, but they gave the guy the wrong information ! should not have even bothered completing their form in the first place (the guy told us that we shouldn't have even been sent the form in the first place). we tried going with someone else, but they bailed out on us. please keep in mind that i am chinese when reading the next sentence to keep it in context - if you have a distant chinese relative and they say they're going to do something and they keep saying yes, yes, yes ... nail them on paper and get a firm, no backing out commitment. otherwise, you'll be left out when you try getting work from them. back to decora, we kept up the contact regularly. their only response besides not taking our call is to ask us to come into THEIR office, way across town ! and this is not just a junior level employee problem, but i suspect that it extends up to their managment. it's not like i'm asking for the world. i know i'm asking for reasonable response. this is their product and their service because they put their own window using their own people. it's still under warranty and i'd like them to honour their warranty. tell me when we can arrange a mutually agreeable day and time. honour that commitment. this should be Business 101, but only decora could screw this up and royally. i could go to the zoo and grab a bunch of monkeys that could do a better job (even without the training).
- Approximate cost of services:
- $0.00
- What could this company do to improve their services?
- put up a warranty page on their web site (i think five years and counting is too long a time to wait for that) take phone calls from customers answer questions from customers treat customers like people the same way they would want to be treated (unless they LIKE being mistreated, but then there's no accounting for taste) stand behind their products - it's easy to talk the talk, but let's see you walk the walk
- Any advice to offer fellow homeowners facing a similar project?
- AVOID decora unless you like your project to go overtime and over-budget or you're family or friends with the boss USE decora if you enjoy spending hours fruitlessly trying to get a hold of them, thrive on frustration, anger and helplessness or feel up to a challenge