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How long does your guarantee last?

The Unconditional Performance Guarantee lasts as long as you own your home—it means worry-free windows and doors for life. I realize that a lot of companies may promise the moon, but when you read the fine print, it’s a different story.

A customer recently showed me a sales agreement from Pella that only gave you five days in which to inspect the windows and inform them of any defects—in writing. And if you fail to inform them of a defect within those five days, it says you’ve taken “final acceptance” of the goods. And that leaves little recourse if, say, you do happen to find a cracked frame or crooked sashes a week later. Final is final, and those windows are your responsibility!

It doesn’t work that way at Mr. Rogers. Take for example one recent customer who notified us of a problem after his windows were installed—the bottom sash rails were not fitting right. In fact, the left side was almost 100% misaligned, and not just one window either—all nineteen! Our rep got right on it. He inspected the windows, took photos and contacted the manufacturer, because these windows weren’t up to the company’s usual high standards.

Turns out it was a case of faulty equipment at the factory causing the problem. But by working together, Mr. Rogers Windows and Renewal by Anderson resolved the problem, replacing all of the bottom sashes promptly, with little concern from the homeowner who trusted it would be handled.

Look, we’re not perfect—no one is—but what the guarantee at Mr. Rogers Windows tells you is this: we will work to make it perfect—and we don’t stop until it is perfect. Your problems are our problems. Five days later or five years later. That’s the attitude that guides our entire team.

If you want to read more about the story, check out my new web article!

Gerry Rogers About Gerry Rogers

Gerry Rogers is the President of Mr. Rogers Windows

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