How far will you go to make client happy?

I don't want to post specifics... (Its not my job) but I'm interested in what the general feeling is in this type of situation.

Customer calls in response to an ad. Tinted a couple of windows... under 50 sq/ft. Warranty given for film only. (House is not new) Seals go... or gone already but film made the issue known.


How far will you go to fix the situation?

Do you just say sorry... and be done with it??


Do you replace the windows to keep a customer happy??

Or what??


I've only had one issue where a window cracked a few days after installing a 35% film. It was one window out of the whole first floor... tilt in sash, so it was easy to replace. I just ate the cost and got it done.

But if I had a situation where it would be $$$$ to replace... and it wasn't under warranty... given, expressed, or implied... and it wasn't a referral from a designer or something... I'm not sure what I would do, or would even be able to afford to do, to fix the situation.

You can always start getting breakage warranties from your supplier, just call with the dimensions/condition and shading situation, they recommend a film and if it breaks they are on the hook for it not you.

I know.. but in this case it wasn't glass breakage.. and after the fact, I'm not sure they would do anything.

I'm just wondering if it would be worth spending out of pocket $$$ to fix something that wasn't caused by the film directly in order to keep someone happy when the job was small to begin with.

If push came to shove.... you have insurance don't you ??

I would do it ...if it was a minor deal. Anything to make the customer happy.

You can do this charge the owner a betterment on the window's. They aren't new and they are being replaced by a better window more likely. So tell him you will pay for half the window cost and see what he says. This is if you are feeling generous. I had one of my window's in my house break after six month's, no sunlight until the evening. Sucks but it happens, it actually broke when it was really cold this winter.

original post states warr. for "film only" ,there for this should have been discussed and something singed by custy to that effect .... offer to re-film it , if they replace windows at their expense ....

we all know what you would do to make a customer happy.........

Correct.. the warr. paperwork was for the film only. No mention of glass breakage or seal failure was mentioned.


What if the cost of replacement was $800 for two windows & labor... and the home owner didn't want to pay anything.

And yes, insurance is there... so that would always be an option I guess.. depending on how much the deductible would end up costing.

Most of the people I've spoken with said to offer to pay 1/2... Which I think I would do as well. I would just hate to have someone unhappy which could
possibly stop me from getting other homes in the community it happens to be in.