Agreed ten year guarantee for windows, now saying the glass is only for 5 years

Ferry87

I'd appreciate a second opinion on this. I just had new windows fitted with a Certass (similar to Fensa) registered company who advertise a 10 year insurance backed guarantee. The 10 year guarantee isn't mentioned in the contract but its in a couple of emails where we agree on the work, and also on their website. They emailed the actual guarantee document after completing the job, by which time I'd made the final payment. The document guarantees the window frames for 10 years but the glass double glazed units for only 5 years.

They never mentioned the glass being guaranteed for 5 years less than the frames. They just used the word "windows" which I assume to include the glass - kind of a key feature of any window after all. They're saying that the glass manufacturer only provides a 5 year guarantee but surely they should have mentioned that beforehand?

Their workmanship looks good and they have a good reputation both online and word of mouth. They seem to have done a good job and I was generally very pleased with them, but this one aspect seems wrong, and could come back to haunt me if I agree to it.

Am I being reasonable to insist on 10 years for the glass, and do I have a strong position? Thanks for any answers

travis-powers

Pretty standard 10 year for frame, 5 years for glass and 1 year for furniture.
 However you should have been made aware of this.

Sandtree

Ferry87 said:

I'd appreciate a second opinion on this. I just had new windows fitted with a Certass (similar to Fensa) registered company who advertise a 10 year insurance backed guarantee. The 10 year guarantee isn't mentioned in the contract but its in a couple of emails where we agree on the work, and also on their website. They emailed the actual guarantee document after completing the job, by which time I'd made the final payment. The document guarantees the window frames for 10 years but the glass double glazed units for only 5 years.

They never mentioned the glass being guaranteed for 5 years less than the frames. They just used the word "windows" which I assume to include the glass - kind of a key feature of any window after all. They're saying that the glass manufacturer only provides a 5 year guarantee but surely they should have mentioned that beforehand?

Their workmanship looks good and they have a good reputation both online and word of mouth. They seem to have done a good job and I was generally very pleased with them, but this one aspect seems wrong, and could come back to haunt me if I agree to it.

Am I being reasonable to insist on 10 years for the glass, and do I have a strong position? Thanks for any answers

What questions did you ask about the warranty and what was their answers?

Do the things that you saw reference "subject to T&Cs" or have a link to the T&Cs etc?

Many things have inner limits but these are often not included in marketing materials but in the T&Cs... Direct Line Premier headline that you have unlimited contents insurance however in the terms and conditions (aka "small print") there is a £10,000 single item limit, £2,500 cash limit, £3,000 horse box limit etc.

Personally, I think if someone smashes the glass in the window they would normally distinguish between the glass and the window... you'd say "I've got to replace the glass in the window" rather than "I've got to replace the window" and so saying the window has a 10 year guarantee doesn't fully indicate that the glass does too. 

Ferry87

What questions did you ask about the warranty and what was their answers?

Do the things that you saw reference "subject to T&Cs" or have a link to the T&Cs etc?

Many things have inner limits but these are often not included in marketing materials but in the T&Cs... Direct Line Premier headline that you have unlimited contents insurance however in the terms and conditions (aka "small print") there is a £10,000 single item limit, £2,500 cash limit, £3,000 horse box limit etc.

Personally, I think if someone smashes the glass in the window they would normally distinguish between the glass and the window... you'd say "I've got to replace the glass in the window" rather than "I've got to replace the window" and so saying the window has a 10 year guarantee doesn't fully indicate that the glass does too. 

I didn't ask any questions unfortunately. I should have asked to see a sample guarantee document. I have it in writing that the windows will be guaranteed for 10 years, and Certass require that of them anyway, so I didn't delve any further. There are no Terms and Conditions other than that the windows must be maintained (which they will be). There is no small print to catch me out, just that the double glazed units are suddenly a separate thing to the windows.

I agree with your example on language, but on the other hand if you talk about a "broken window" most people would assume that to mean the glass... For me the key thing is why distinguish now, but not distinguish beforehand?

Eldi_Dos

In previous property I had windows installed by well known Scottish window company, nine years and eight months later one of the units started to mist up. I phoned company and surveyor came out next day checked and arranged for replacement which was done the next week. I thought with it been so near ten year date there might have been comment made but not in the slightest.
I cannot think materials or technology has went backwards that five years is acceptable.

DB1904

Ferry87 said:

I'd appreciate a second opinion on this. I just had new windows fitted with a Certass (similar to Fensa) registered company who advertise a 10 year insurance backed guarantee. The 10 year guarantee isn't mentioned in the contract but its in a couple of emails where we agree on the work, and also on their website. They emailed the actual guarantee document after completing the job, by which time I'd made the final payment. The document guarantees the window frames for 10 years but the glass double glazed units for only 5 years.

They never mentioned the glass being guaranteed for 5 years less than the frames. They just used the word "windows" which I assume to include the glass - kind of a key feature of any window after all. They're saying that the glass manufacturer only provides a 5 year guarantee but surely they should have mentioned that beforehand?

Their workmanship looks good and they have a good reputation both online and word of mouth. They seem to have done a good job and I was generally very pleased with them, but this one aspect seems wrong, and could come back to haunt me if I agree to it.

Am I being reasonable to insist on 10 years for the glass, and do I have a strong position? Thanks for any answers

Having paid in full, not really.