Zola European Windows
Window Sales, Custom Exterior Doors, Door Sales, Custom Doors, Windows
Featured in Dwell, Architectural Record, Interior Design, ProRemodeler, Inhabitat, New York Times Architizer A+: Zola Arctic & ZNC Architectural Products Innovation Award: Zola Arctic & American Heritage SDH Architectural Record Products: 2012, 2013, & 2014
We are sorry that you are not happy with your experience. We have reviewed our records on your project in response to the issues you raised here. We are happy to continue to work with you to resolve the weatherstripping issues, and see that our customer service department and technical support team has been in touch with you about setting up a video call to walk you through this very simple and routine fix. As we are based in Colorado, we do need to charge you for a service visit in case you would like us to fly one of our technicians out to perform this work in New York. Video/telephone support is complimentary and should be sufficient for this pretty straightforward issue.
We are not sure what you are referring to with regards to the 60-day warranty period. There is nothing like that it our contract.
We do not understand what you mean by saying that "you never heard anything back" from us after sending in the pictures of the weatherstripping issue. Our case records for your weatherstripping issue indicate that we reached out to your team (Ralph) on the following dates without response following the initial 7/27/17 email from him that alerted us of the issue: 7/28/17 (phone call from Joshua, secretary declined to accept a message); 8/3/17 (phone call, Joshua left message describing how to remedy the issue and later that day connected with Ralph to discuss the process); 8/21/17 (email from Ellie following up about whether you need further support and if we can set up video conference), 8/28/17 (email from Ellie following up about whether you need more support), 9/7/17 (email from Ellie letting you know we'll be closing your case due to non-response).
Please reach out to Joshua or Ellie and we'll keep working on this with you.