UPDATE: Andersen came through. See comment below.
I do not understand what is wrong with business in this country.
Situation: I bought a custom color Andersen 4000 Storm Door. It was not cheap. It took two weeks to get to me (as agreed). When I went to install it, I found a rattling piece in the lock set. This causes the handle– which holds in the glass– to not function. My custom door is not functional.
1. Why was the lock set not tested before shipping? This is not an Emco 100 series. This is an Andersen 4000 series– the most expensive door they make. I waited two weeks for the door. I expect them to spend 30 seconds testing a part.
2. Why was the part that broke– which is expected to hold in the glass– made with cheap pot metal? Use a piece of steel to hold the glass in place, not a piece of potted zinc.
3. Why don’t they stock replacement parts? I was told that there is a 4 day lead time, followed by 2-day shipping, to get a functioning version of a non-custom part for a custom order that I placed on March 3. That is 6 business days, so add in a weekend and make it 8 days. Why don’t they have replacement parts ready to ship for people who were nice enough to buy their most expensive door, but were shipped a substandard product?
4. Why should I have to argue with them over the phone to get them to understand that 6 days to receive a replacement part– 8 days if you count the weekend– is not acceptable, and that they have the ability to expedite the replacement part for arrival in less than 8 days? I was able to get them to say they are shipping the part overnight, and they magically cut their lead time from 4 days to “maybe today, if not tomorrow.” It surely shouldn’t be corporate policy that lead times can be cut if customers argue, but maybe that is the policy.
Now, in the middle of spring, I have no screen or glass door. My month-long restoration of my 1920 door is now on hold, and my week is shot. I have to finish this project before I can move on to restoring my actual door (the sidelights/transom/woodwork is finished).
We only get a few weeks each spring where we can have our screen doors and windows open. Thanks to a poorly made product, I get to miss a good portion of that. I can’t get fresh air into my house. My cats can’t sit in the door and enjoy the sun or breeze. Thanks, Andersen.
I regret purchasing this door, and wish I could return it for a refund. Every time someone comments on the door– assuming I get a functioning door at some point in the future– my response will be that they should avoid Andersen products if they value their time, or if they expect value in their purchases.
I can say one thing for sure. I am getting ready to replace 22 windows in my house. 22! Guess which company will not get the business? That’s right– Andersen. If they use the same cheap pot metal on their window locks or balancing mechanisms as they do in their most expensive door, chances are that one out of 22 will be defective. I’m not going to sit for 8 days waiting for parts with plywood over my brand new window, simply because some bottom-line businessman convinced the manufacturer that it is a good idea to sell low-quality parts while holding no replacement stock.
That is all.