Customer Complaints Don’t Derail A Project – We Get You Back On Track!
Rockman Windows & Doors treats every post-installation concern like a priority—because even luxury windows and doors can occasionally need service. When a customer calls with a complaint, we listen first, then route the issue to the right department, and follow up to ensure it’s fully resolved.
Customer Complaint? It’s All A Game Of Getting
The Right Train On The Proper Track
We Never Let Any Grievance Go
Unheard – Or Unresponded To
The day you’ve been waiting for is finally here. The luxurious new windows in your Tri-State Area home are finally in place, and you’re eager to relax in the summer sun and enjoy the panoramic view of New York’s natural beauty.
No one anticipates needing to make a service call after installation.
But sometimes, it happens.
Our job at Rockman Windows & Doors is to get to the bottom of the problem and point you in the right direction.
And we ALWAYS follow up to make certain that the problem is now fully in the past.
Going Above And Beyond Is Just What We Do
There’s not really a “bare minimum” when it comes to replacement windows in Tri-State Area homes. We either meet our standards or we don’t – and not crossing every T and dotting every I is just not acceptable to us.
So, you can imagine how seriously we take post-installation service calls.
We have a multi-point installation checklist that we meticulously review with the installers before we ever call a project complete.
We bring the same meticulous, precise process to uncovering the problems behind customer complaints. Depending on the details of each complaint, we listen with courtesy and respect before routing the call to the appropriate department.
Customers want to be heard, after all.
Listening: A Lost Art That Never
Went Away With Rockman
Expecting to be able to enjoy your new luxury windows and doors and then finding a problem can be more than frustrating. Often, it can be downright infuriating.
Having been a window and door supplier for many years, we’ve seen it all. Manufacturer defects, installation problems, and even sometimes building design flaws that uncover larger structural issues.
Every post-installation service call we receive gets the same consideration.
Our customers want to feel heard. They want to feel like their investment in their home upgrades hasn’t been in vain. We handle each call with care and understanding before getting to the bottom of the problem.
It might be that the installation team chosen by the builders didn’t align the new door correctly (due to the complexity of door installations, it happens more than you might think). It might be that your window glass is very thin and can cause loud noises during drastic temperature fluctuations (we have a great story about a case like this!).
No matter the problem, we get to the bottom of it – and send you on the right track.
Why Rockman Installations Cut Service
Calls By More Than Half
Until just recently, Rockman Windows & Doors was focused as a B2B window and door supplier. But because of the number of post-installation service calls, we found that the best way to control quality was to set the standards in the first place.
Now, we have a curated team of elite installers with years (and even decades) of experience in the industry. Many are actually ones we’ve worked with before on other projects!
One of the most significant issues we ran into at Rockman was how long it often took to diagnose and troubleshoot a problem with windows and doors. Since we didn’t install the products, we had to start at square one.
Not anymore.
While we’ve had our own team for a short while now, already we’re seeing a dramatic reduction in post-installation service calls. And we’re optimistic that the more installations we handle, the more satisfied our customers will be.
Are you a builder or a homeowner looking to upgrade your home in the Tri-State Area with window or door replacements? Browse our showroom for inspiration and reach out to Rockman Windows & Doors to schedule your consultation.
FAQs About Replacement Windows & Doors in the Tri-State Area
Find answers to your window and door questions through our FAQ below.
Q: What should I do if I notice an issue after
my windows or doors are installed?
A: Call Rockman Windows & Doors and explain what you’re experiencing. We will listen carefully, collect the details needed to diagnose the issue, route the concern to the appropriate department, and follow up afterward to confirm the problem is truly resolved.
Q: What kinds of problems can lead to a post-installation service call?
A: Service calls can stem from several sources, including manufacturer defects, installation-related issues (like misalignment on complex door installs), and even building design or structural conditions that reveal themselves after new windows/doors are in place.
Rockman’s process is built to identify the true root cause—not just treat symptoms.
Q: Why are Rockman’s service calls decreasing now compared to before?
A: Because Rockman now has a curated, in-house team of experienced installers who meet Rockman’s standards. When we supply and install, quality control is tighter, the installation checklist is consistently followed, and troubleshooting is faster—reducing service calls and improving the overall customer experience.