Linda in Edmonton

Although my home is only 3 years old and was purchased new from the builder, I was unhappy with the lack of windows on one side of my home. All Weather Windows originally supplied and installed the windows when the house was built, so I decided to contact them with the plans I had to add 3 new windows where no windows previously existed, and change 2 of the existing windows from a bottom opening to a top opening. These changes were done over 2 renovation contracts with AWW. Tim Wong was the sales rep both times. Tim was indeed a pleasure to deal with and was extremely knowledgeable, personable and professional, and without any pressure, gave me guidance to help me with my decisions. Tim is definitely an asset to AWW. Both installations were completed by Dan Stagg who was also very skilled and professional. He completed the installs with no hassle and left the job site in impeccable condition. In fact for the second renovation I requested Dan Stagg and waited until he would be available to do my second job as I felt so confident in his abilities. In addition to the new renovations I also had a warranty issue with my front door, which necessitated replacement of the door and frame. AWW stood behind the product and replaced the door with no hassle. For all 3 of the service calls I needed to deal with the Order Desk (scheduling). Georgina on the Order Desk is also definitely is an asset to the Company and she went out of her way on several occasions to be of assistance to me. I was originally assigned to someone else on the order desk and the service that I received from this individual is the only negative comment that I have to make regarding the 3 installations that I had done. This individual was less than helpful, could not be reached on the phone as their phone always went to voice mail and did not return any of my voice mails. When my frustration level reached an all-time high from the lack of response from this individual, Georgina took over my file and from then on it was very easy to deal with AWW. The order desk is on the front line and is the place that a customer needs to contact in relation to their scheduled renovation. It is important that the customer feels valued and obtains the information they need when they need it, but when it is impossible to contact the individual they are assigned to it is extremely frustrating and leaves a negative impression of the Company. In summary I was very happy in my dealings with AWW.