When American companies consider purchasing windows from Europe they are confronted with a few important decisions regarding some potential issues with windows manufactured in Poland.
This article will explain some of these issues as well as provide corresponding remedies and recommended preventive measures.
Main reasons for complaints about windows from Poland
With over 10 years of experience as a window broker, exporting windows worldwide, we’ve processed hundreds of orders and resolved numerous complaints in cooperation with manufacturers.
This experience gives us a deep understanding of the concerns and fears that construction companies face when importing windows.
These potential issues could disrupt your construction schedule. Let’s address what could happen and how we can mitigate these risks.
Issue #1: Damage to goods during transportation
We know from talking to customers that they are most often concerned that the goods will be damaged during the trip. The effect of the damage is halting the installation which means a construction schedule delay.
CAUSE
The windows first go from the factory to the port, and then sail in a container for several weeks from Europe to the US. If they are packed unsecured by a supplier with no experience in exporting, the glass may break or the frame may be damaged.
SOLUTION
Have the transport done by a supplier specializing in shipping windows and has proven procedures for safely packing windows and patio doors. You may also do it by yourself if you are experienced in this.
If you have no experience, we are happy to help. At debesto we export windows to over 30 countries all over the world and 97% of them are delivered unbroken and on time. In the last few years, we had no complaints from the U.S. because of damage in transport. If you want to learn more about this subject, you can read a real-life case study about shipping big patio doors.
Issue #2: Order delay
When you plan a construction schedule, you take into account all the components, factors and declared deliveries of needed materials. The schedule is at risk, you face additional costs if the delivery isn’t on time. Your investor gets upset, you are stressed out trying to get the project back on track.
CAUSE
Delayed delivery is usually due to mismanagement: late production of windows and also poor transportation planning by the carrier. Unfortunately, some manufacturers declare shorter dates than possible, just to obtain the order.
SOLUTION
First rule: it will be good practice to always add 1-2 weeks to the declared delivery date.
Another way is outsourcing delivery to a company that calculates lead times based on experience and structured procedures. At debesto, we place thousands of orders, therefore we know the real production dates.
This allows us to deliver 97% of all orders shipped worldwide according to the deadline we declare on the pro forma invoice. If we are late, we give you a 2% discount.
Issue #3: Missing items
If your order lacks small items that you can quickly deliver to the construction plan, there is little problem. For instance, the lack of glued grills can be quickly fixed.
Worse if an essential item is missing like a window or patio door. Blocking the installation of windows or doors disorganizes the work of the installation team, ruins the schedule and you have to sugarcoat the situation with your investor, waiting for missing items to arrive from far away.
CAUSE
Lack of structured procedures in implementing large orders and insufficient use of checkpoints at various stages of the purchase.
SOLUTION
Choose a supplier that does not act blindly and can explain to you what procedure it has in place to prevent such situations. Alternatively, check out the possibility of ordering accessories, as it happens with debesto shop.
To ensure that the goods match what you ordered, your order goes through 5 stages of inspection at debesto:
video consultation,
video offer presentation,
quality control of the sales contract,
quality control of the production order,
and securing the order with the manufacturer.
We know from experience that with big orders, it’s easy to miss checking everything right away. It happens, and it’s totally okay. That’s why we give you a few days to look over your delivery. So, before you worry that something might be missing, take a bit more time to double-check.
Opt for a vendor with proven, structured procedures in implementing large orders
Issue #4: Non-compliance of the goods with the order
The effect of receiving an order that is not in accordance with the plan has a similar effect as the complete absence of a given component.
Or even worse, because you’ve already lost weeks waiting for the production and delivery and now you have to face unexpected problems. Sometimes a detail can block the whole project, make furious architect or investor.
CAUSE
Supplier’s lack of knowledge about the windows market of a certain country (e.g. you get needed 50 windows without nailing fin when you don’t specify and a supplier doesn’t ask about flange).
Refine the project specification: a supplier lacking structured change management processes and systems can easily lose track.
SOLUTION
Opt for a vendor that operates with clear checking procedures, and purchasing processes and specializes in selling windows to your country.
At debesto, we provide few checkpoints during the whole process. We confirm the specifications of your invoice together during a video meeting and don’t leave you alone after your order.
Remember that your role in order validation is crucial. In debesto, you confirm the order according to the specifications provided on the pro forma invoice. Therefore, read it carefully to avoid your own mistakes and to have a basis for a claim when the wrong product arrives at the construction site.
Window order should be checked with few checkpoints before shipping
If we deliver a product that does not conform to the specifications approved on the pro forma invoice, it is up to us to rectify the error and deliver the correct product, having it manufactured if necessary
– says Izabela Lenartowicz, Complaint Specialist at debesto
Issue #5: Hidden product defects
An example of a hidden defect is an error in the construction of the window frame that causes water leaks. If you discover it already on-site, your schedule is delayed by them.
And after finishing installation, such defects mean for you additional costs and the need for a service trip to your customer.
CAUSE
Manufacturers without an automated production process, without good management or without modern machinery can produce windows with so-called hidden defects.
SOLUTION
Cooperate with proven manufacturers who have implemented solutions to minimize the risk of defects in the windows.
Although such defects of windows or patio doors usually appear soon after installation, at debesto we give you even up to 42 month’s warranty for hidden defects. We prefer prevention, therefore we selected the best of over 3,000 manufacturers from Poland.
What should you know about a complaint process at debesto
The most important thing you should know is that when you buy windows through debesto, we ensure worldwide debesto warranty. Any issues caused by manufacturer or a carrier – that’s our responsibility.
That’s why we pay attention to select carefully reliable manufacturers and carriers to prevent rather than search for the solution.
When complaint happens – we are on your side! Our intention is to find an optimal solution as soon as possible. As a leading window broker in Poland, we have greater leverage to execute or negotiate with a manufacturer.
Complaint at debesto step-by-step guide
Before we tell you about debesto’s claims process, we want to emphasize to you that we process your claim based on the terms of the warranty and the arrangements written on the pro forma invoice. CLICK here to find information about the warranty terms and conditions. Knowing them will help ensure that your complaint can be considered valid.
Important!
Remember that from the moment of receipt of goods you have 7 days to report any visible physical defects and missing elements.rn
Step 1: Check the order
When you pick up your windows, you should inspect the entire order (completeness, condition) and report any problems within a maximum of 7 days. – We realize that it takes a while to unload large window orders. That’s why we give our customers up to 7 days to inspect the order from the time of pickup and report any defects”, says Izabela Lenartowicz of debesto. This time is calculated from the moment of signing the document of receipt of goods.
Step 2: Take pictures and fill out the complaint form
Fill out the complaint form on the debesto website. Remember that the more information you give us, the more efficiently we will be able to help you. So describe the problem in detail and attach the required documentation, such as:
photos of the product subject to the complaint
photo of the product label
indicate the item from the specification to which the complaint relates (check with the invoice)
Step 3: Check an email with confirmation
When we receive your form, we first check that we have received all the data we need from you to begin processing the claim. Please check an email from us with the confirmation. If we have no complete information, we will ask you to complete the necessary data.
Step 4: We inform you about the validity of your complaint
After receiving all the necessary data, we analyze your application and check its compliance with the terms of the debesto warranty.
According to the terms and conditions, we have 14 days to respond, but in most cases, it takes 4 days on average. Why do we need time? Depending on the reported problem, we look for the optimal solution, often supported by the knowledge of debesto technologists or experts from manufacturers we cooperate with.
– says Sebastian Stempiń, Complaints Specialist at debesto
Once we have reviewed the complaint, we inform you whether it is considered valid and how we propose to resolve the problem and what further steps we will take.
Step 5: Implementing solution
Once this process is complete, we inform you that the complaint procedure is closed.
At each of these stages, we inform you what we are currently doing about your case and what will happen. The complaint time depends on the complexity of the case, but also on the willingness to cooperate on your part. In each case, we are committed to finding the optimal solution.
We do not pretend that complaints do not exist with us. We do not hide the complaint form as deep as possible on the site. You will find the appropriate link on the home page and every other page or simply by typing complaints into google.
That’s because at debesto we take full responsibility for any errors. Therefore, if the complaint is legitimate, you will not incur any costs of production and transportation – these expenses are on our side.
Buying windows from Poland just like buying locally in the USA involves a potential risk of complaints. However, you get up to 42-months warranty from debesto and we take full responsibility. We strive for the fastest and most mutually beneficial solution, while the sting of dealing with the manufacturer rests solely on our shoulders, you don’t have to worry about it.
I’m a co-owner of debesto.com, a company specializing in helping construction professionals to profitably import windows from Poland. With a decade in the fenestration market, I excel at resolving customer issues and am adept at making complex window technology understandable for everyone. The expression of this is the website debesto.com for which I’m responsible.
I’m an enthusiast of analytical approaches and digitizing knowledge. In my personal life, I’m passionate about travel and continuous learning, currently diving into artificial intelligence and stock market investing.
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At debesto.com, we are experts in providing customized window solutions, including patio doors, blinds, entry, and garage doors, tailored to building professionals: developers, general contractors, architects, and construction project managers.
With over a decade of expertise in European windows, we specialize in assisting construction companies to import windows efficiently and profitably.
With debesto, you gain comprehensive, consultative partnerships designed to enhance your project’s success and minimize your business risk. Our customers appreciate most:
The total time from manufacture to delivery of the windows to the US port is on average 7-10 weeks depending on the destination port and delivery method that you can choose from debesto delivery price list.
Add to this the production time of the windows (from 2 to 8 weeks).
The maximum expected production time can be found on the pro forma invoice. We deliver 97% of all orders shipped worldwide according to the deadline we declare on the pro forma invoice. If we are late, we give you a 2% discount.
Do the products come with an international warranty?
Yes, products are covered by the debesto worldwide warranty, provided they are installed according to the professional standards and applicable regulations in the country of installation.
Are the windows insured during shipment?
Yes, all products are fully insured during transportation, covering the entire value of the products.
