THE FINESSE GUARANTEE – A DECADE OF CARE

We are often told by our customers that one of the most impressive aspects of our business is the way we look after their installations throughout the ten year guarantee period. Our commitment to looking after our customers’ investment is absolute. After all, we know for sure that it’s one of the biggest reasons why over half of our business every year comes from clients returning to us to have more work done and in recommending us to their friends or family.

If you are currently searching for a double glazing company to fulfil a contract for your home we recommend that you ask the following questions of any potential supplier:

How long is your guarantee period?

If the answer is anything less than 10 years then simply do not consider buying from this company. Please also ensure that any guarantee you are being offered is ‘Insurance Backed’. This ensures that should your chosen company cease to exist during the guarantee period – then your installation problem will still be resolved by an alternative supplier under the instruction of the Insurance company.

What is included in your guarantee?

If the answer to this question is not clear or ambiguous or if you are given a simple verbal statement in reply such as ‘everything is included’ then you need to ask for more clarification and get it in writing. If you feel like you are not being given truthful information then trust your gut and do not buy from this company. It is very common for double glazing companies to exclude many aspects of their products or workmanship from their guarantee. Ask the question of your proposed supplier and see what the reply is – ask to speak to existing customers who can verify the information you are being given.

How long should I expect to wait for a repair during the guarantee period?

This really depends upon the type of issue you are experiencing. We would argue that if an issue is a security threat i.e. you can’t close or lock a window or door then your case should be prioritised, and you should expect your issue to be resolved ideally within the same day or at least within 24 hours of reporting. If your issue isn’t a security threat (e.g. a broken down sealed unit or draughty window) then we would argue that your problem should be resolved within a week. If the problem is more complex in nature and can’t be resolved within a week – you should be given the assurance that your issue is being prioritised and that it will be resolved at the earliest opportunity but you should still receive a visit from the company within the week timescale so that the process of finding a resolution can begin.

Should the guarantee be transferable to another person if I sell my home?

Quite simply – yes it should be. We believe that your purchase of new windows or doors is a genuinely valuable investment. If you can’t transfer the guarantee to your purchaser then you can’t transfer the value of the investment you made into the sale of your home – simply put, you will have wasted some of your investment because no prospective buyer will pay for something they are not going to receive. If your windows & doors, beautiful conservatory, garage door or roofline work isn’t guaranteed then it’s value is diminished. So make sure the guarantee can be passed on. It is fair for your supplier to charge a small administration fee to transfer the ownership of your guarantee to someone else; we suggest that £40 is the most that this administration fee should reasonably cost.

When should the guarantee period commence?

This question is almost never asked but we consider it to be a very important one. The guarantee period should commence from the date at which the installation was completed. This can be very significant – especially if you are considering a large, complex installation such as an orangery or conservatory extension project which may take several months to complete. Don’t lose out on several months of guarantee cover because you failed to establish that your guarantee should begin once the installation ends rather than begins – or worse still when the contract was signed!

All Finesse Windows customers purchase safe in the knowledge that their contract is guaranteed in its entirety save for the following exclusions* which are shown clearly in our contract paperwork. We also issue a copy of our guarantee documentation with every piece of work we undertake.

If you have any questions or need any further information please call one of our team on 0121-451-3724 or pop into our showroom and speak to one of our Team.

Exclusions: Our guarantee does not cover the following:-

Damage or defects caused by rain, storm, sun, snow, hail and pollution.
Fair wear and tear.
Damage due to subsidence, underground or mine workings.
Work carried out by a third party or the customer or such other party acting on the customers. instructions without the written consent of the Company.
Broken glass and broken Conservatory roof panels are not included.
The Company can only guarantee the colour stability of white UPVC products and foiled products only. The Company cannot guarantee that all components in any non-white, non-foiled, products will not fade or discolour over the 10 year period. This is due to the fact that the materials used in the different components may react to pollution and weather conditions such as sun, rain, snow and hail. For this reason the Company can only guarantee any discolouration of non-white, non-foiled products for 2 years.
Any electrical goods including conservatory fans, solar vents and air conditioning units will only carry the 12 month manufacturer’s guarantee.
Broken glass and broken Conservatory panels are not covered by this guarantee.
Garage doors: The Door fabric and mechanisms holding the door are guaranteed for 10 years however any electric motor that is installed will only be guaranteed for 5 years.