Let me start by saying that I did not buy my windows or sliding glass door from the Bedford OH location, but rather a location outside of Philadelphia PA, as that's where I am located. When purchasing our windows less than Three years ago, a big selling point for us was not only a he quality of the windows, but their free replacement for life, for any reason, on the entire window system. lo and behold, I inadvertently leaned into a bedroom window while tying my shoe( I know...idiotic), and cracked the lower pane. I tried calling the original installer, but found that Universal Windows Direct of Philadelphia had gone out of business. I attempted the chat feature on the website, which may or may not be manned by a real person. I then used the "contact us" link on the website and explained my situation to them via email. I then was advised to contact Sarah Wilson, as she was the person that would probably be able to help. I called her directly, and she explained the paperwork that I had to gather and the pictures that I would have to submit to even have any shot at being able to have my problem be covered under the warranty. I quickly did that on my lunch break and sent said information to her. She let me know that she received the info and everything was in order and would get back to me when she heard anything. She also mentioned that she would talk to the higher ups there to see if she could help me out. The whole process was frustrating to me, and I'm certain that Sarah was getting sick of dealing with my frustration, but she was always kind, professional, and most importantly, helpful ! She called me today to let me know that my mishap would be covered by the warranty, and she would let me know when it was being shipped.
This is the type of customer service that one rarely experiences anymore. Sarah Wilson is a HUGE asset to this company, and I for one appreciate her effort.