Daily Home Renovation Tips

Amy R. is the 4th customer service representative of the big box building supply retailer with whom we have been trying to work to have the installation of our replacement front door completed. It is now more than 6 months since we first went to the retailer to order our new front door.

Have we wanted too late before calling in the lawyers to take legal action? Should we have contacted our local television stations to tell them of our story? We begin to wonder.

As mentioned in Part 16, Dennis advised us on March 14th, a Friday, that someone would be taking over our situation. Five days later on March 19th, a Wednesday I had heard nothing so I call Dennis back. After several failed attempts to reach him real time I left a message asking him where this supposed ‘next level up’ customer service person was and why had we not heard anything?

To refresh your memory, below is a picture of the replacement front door immediately after it was first installed; i.e. before the interior was painted.

The next day I receive a message on my phone from Amy, customer service representative number 4. I was teaching all day on Thursday so I left a message on her answering machine after she had already left for the day.

We were able to talk on the phone on Friday, March 20th. Apparently, the company that Paul works for is no longer in the picture; at least not as far as our front door was concerned. Amy advised that they would be replacing the glass in the door due to the product defect (the ‘fibre tear’) but she did not yet have any information on how long it would take to receive the replacement glass so it could be installed. Per Amy, that could take anywhere from 2 weeks to a month and a half.

As well, Amy advised that they would be making all of the corrections and at the same time as the replacement glass was in stalled. That meant the removal of the white-hand-painted-black plugs inserted into the black exterior cladding and in its place black plugs would be inserted. It also meant the finishing of the missed caulking (yes, with black caulking) along more than one of the vertical black cladding on the outside of the door frame as well as the solution to stop the fascia above the upper part of the door frame from buckling.

Please excuse us if we believe it when we see it. Patience is a virtue?

One more thing you should know. Dennis said more than once that there would be compensation for us having to endure this situation. In fact, he mentioned it in our first conversation. So far, Amy has not said a word. We shall see.

To continue with the next article in this series, simply select this link to Part 18.