Sarah K.
Frustrating all around
Frustrating all around. We purchased a home with Andersen windows and doors last August. I wanted to learn about warranty details because one of the doors leaks when it rains. They quoted me $700 to come out and “tune up” the doors which were installed within the last four years. Of course, a few months later, one of the doorhandles just completely came off. You would expect that with such a “superior” product, you would also get high-end support. If something breaks, you have to help them identify the piece over the phone. Apparently they don’t just have a service where a technician can come out and assist you. You would think that if companies that provide dining tables are willing to do that, companies that provide products that are imperative to your home’s safety and function could also include such a service. Safe to say, we have called them three times and every time they have sent us the wrong parts to fix our door. I have Google image searched the part, and because they are so close to the chest about their products, you cannot just locate and purchase a replacement. But I argue you also shouldn’t have to - especially when your door is under warranty. Things happen, parts break - but Andersen seems to rely too heavily on things not going wrong. And when things do, they really drop the ball. There’s no problem with believing that your company provides a high quality product and standing by it - but you can’t call yourself a high quality company without accounting for the moments that your product fails.