Customer Problem, Need A Little Input

pdh2100

I have a customer who needs custom windows with a very specific light pattern. The light pattern came in wrong. The Manufacturer has arrange for us to install the windows and in one week come in and install the correct light pattern in the top pane.

He is baulking on this.

This doesn't void the warranty.

Should I hold a hard line with this guy?

It will delay the project very badly.

thanks

paul

red_cedar

You have offered a solution to the problem. If it is holding things up then tell the customer and say you cannot hang around for him.
You have to make money. Start another job if you can.

jensenconstruction

I agree with Red Ceder on this one you offered a solution and the ball is now in the customers court.

The warranty should be intact as this is the solution offered by the manufacture.

slickshift

When a supplier messes up I'll do whatever to make up for it
But this sounds like a perfect solution, why doesn't this guy want it?
It doesn't make sense

In this case I'd have to say that's a perfectly good solution and the customer is being un-reasonable

I'll agree with the other guys

A+Carpenter

What he said^^^^^^^^^^^^^^^^^^^^

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ricpacer69

DITTO !!!!!

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Steve3ten

Take a look at the contract you are using.. What does it say about manufacture error? If you dont have a clause find a contract that does and sight it in the future.

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Grumpy

Put the window in storage and wait for the top pane. Ask for progress payment, start another job, and install the last window when it is ready.

pdh2100

Thanks to all of you for all your advice. As always, you salty dogs bring it all into clear focus for me and I appreciate it. It met with the customer and told him his project was going to be delayed by 6 - 8 weeks and that it may be longer...be cause if I rolled my crew off of his site, I would be going to our next one, and may not be able to be back until we were done. I told him this was like taking a test in school and getting graded right in the middle of the test. I ask him to wait until I turned it in for review to pass judgement. I also told him that his contract says he is to pay me a progress payment, and he was late. I told him I was solid from a contractual level and I was leaving it in his able hands to decide his course of action. He came around at the last moment. I have learned that we have to have a real strong back bone even with the nicest of customers at time to keep them from taking advantage of us.

thanks again

paul