Rockdoor problems

2013yearofthehouse

Anyone else had problems with Rockdoor?

I've been waiting over 2 months now for them to get my door right.

First door had to go back as it had the wrong glass (they forgot to put patterned in) and the wrong colour furniture, second door had the right glass but it had been installed the wrong way round (exterior interior swapped) and lots of the "padded sticky" around the edges was poking out across the glass like it hadn't been lined up properly, plus the furniture was the wrong colour and style, as well as having the wrong spindle and lock type.

Each new door takes almost a month to be delivered, so it'll be another month, 3 in total until I potentially get the right door - hopefully it'll be third time lucky!

I'm hoping it won't be another month and that they will get the correct one made quicker this time, surely they don't need a month to make a door? Is there any way to get them to put it through as a priority order or something?

thebaldwindowfitter

Very strange 10 doors plus a month and we dont have these problems are you sure the design and lock optoins arnt due to your installer

2013yearofthehouse

I don't think so, I've seen the paperwork that they sent to Rockdoor. They initially got one thing wrong (before the initial order) which I corrected by hand on an otherwise typed specification sheet. The installer said they then scanned this sheet and sent it direct to Rockdoor. The thing I corrected by hand has been correct every time, so this presumably was communicated properly. It is a bit odd, clearly Rockdoor wouldn't have such a good reputation if this happened a lot, so maybe i've just been unlucky? I can't help thinking back to something an installer said to me when I was first ringing round for quotes though - his website advertised Rockdoors, but when I phoned he said he no longer dealt with them as he had had too much trouble with their customer service. I dismissed it as him just wanting to sell me a different make of door, which to be fair could still be the case, but then again it does make me wonder.

thebaldwindowfitter

strange you say that the order was sent to rockdoor on a specification sheet/paperwork because rockdoor have a online portal for ordering http://217.174.252.163/bmdoorportal/Rockdoor/compositedoor_rockdoor.aspx which most companies use because once ordered online delivery is usually 10 days dependant on location

2013yearofthehouse

Sorry I wasn't sure what to call it, by specification sheet I mean it was a print out of the final result from that online portal, the ones with the picture of the designed door with all the choices that you've picked for each option listed below (that's what I meant was the typed bit). The installer emailed me a copy and I hand corrected one thing, scanned it and sent it back, which they then forwarded to Rockdoor. They got the thing I corrected correct, but not several of the others that would have been entered right from the start on the portal you mentioned.

Also, the issue with them installing the glass the wrong way round can't be the installer fault as it's not something you specify, it's inherent to the door. Rockdoor have told me themselves that the patternrd glass goes on the outside, so for them to get that wrong (and put it on the inside) is very odd indeed! They make thousands of doors, so maybe I've just been unlucky - seems an odd thing to get wrong though!

tired_dad

Posts like this make you seriously worry if you are about to get rockdoors. Been quoted just over 2k for double entrance doors and was going to bite the bullet. Think ill do a bit more research.

ohreally

I've been waiting three weeks for rockdoors to contact me about a purchase. If they are like this when trying to give them money what are they going to be like when a problem arises?

Think I'll order elsewhere now.

thebaldwindowfitter

2013yearofthehouse wrote: »

Sorry I wasn't sure what to call it, by specification sheet I mean it was a print out of the final result from that online portal, the ones with the picture of the designed door with all the choices that you've picked for each option listed below (that's what I meant was the typed bit). The installer emailed me a copy and I hand corrected one thing, scanned it and sent it back, which they then forwarded to Rockdoor. They got the thing I corrected correct, but not several of the others that would have been entered right from the start on the portal you mentioned.

Also, the issue with them installing the glass the wrong way round can't be the installer fault as it's not something you specify, it's inherent to the door. Rockdoor have told me themselves that the patternrd glass goes on the outside, so for them to get that wrong

(and put it on the inside) is very odd indeed! They make thousands of doors, so maybe I've just been unlucky - seems an odd thing to get wrong though!

The whole job would have to go through the rockdoor portal again the original order would have to be cancelled off rockdoor would not accept a corrected printout after all that was an order which your installer has agreed .