Another window

When we replaced our main floor windows last year, we had to choose between two companies. The first was the company we had used for the upstairs windows several years earlier - we liked the windows but were not impressed by their follow-on service. The second was a new company that ended up getting our business.

We are so thrilled we went with someone new. After the initial install, we've had to deal with them twice and they have been nothing but helpful.

First, in December, we were left with a slice in our screen as a result of the burglary. Our insurance would have paid to have it fixed, but the company didn't charge us (this stuff is all supposed to be laid out in contracts, but it never is as easy as it seems, so we're never really sure what we have to pay for and what we don't). Not only that - they came out the week we called and fixed it on the spot. No missed pick-ups and delays and haggling over the whole process like when we needed our torn screen replaced with company 1. We even told them not to rush because, well, it was December, so it wasn't like we were anxious to open our windows. But they booked an appointment immediately, after confirming that the frame itself didn't get dented and need replacing. Yay for company 2.

Fast forward to about a month ago, when I noticed this in the picture window:

Of course, if anything were to break, it would be the biggest and most expensive window in the house. And one that doesn't open and pop out, for an easy replacement. Fortunately, it was only on the outer pain of glass and didn't go all the way through.

I called the company who put me in touch directly with the (local) window manufacturer they work with. When I called to set up a time for someone to come take a look, they answered "how about tomorrow" and even said I didn't have to be there, since it was accessible from our front walkway.

Then the day after that, they called to say they would replace the window and that -the best part -it was free! They would make a new one right away! I was surprised they were even going to go through all the effort of replacing the window with such a small chunk taken out and told them that if they didn't think it needed replacing, we were fine with ignoring it. No problem to replace it, they said. Could they come out the following week and install it (someone obviously would need to be home for that one) - they even worked with my ear schedule and gave me a 2-hour arrival window that wasn't horrible.

One hitch in the plan - after I left work early on the day of the install, they called to tell me that the tech had accidentally broken the window while it was in his truck and he was working on an earlier job. Oops. I guess it happens. At least they were really nice about it and gave me an even later window the following week, so I wouldn't have to miss as much work.

Today they came out and, in one hour of what appeared to be a fairly intensive two-man job...

I have a new window (and a few pesky flies darting around the house to keep the cats amused). Painless. I guess it pays to think about the follow-on customer service, as well as the product and initial work. If I still had an Angie's List account, I would definitely give them a stellar review.