Pella patio door leak
Pella patio door leak during heavy rain under warrenty trying to get it repaired.
UPDATE: I first contacted Pella
May 24 2011 I received my 1st e-mail after talking to Pella on and was told “Please provide a copy of your receipt and the product ID (found on the lower corner of the glass). AND your video ”
May 25 2011 I sent an email saying ” Can you let me know if you received my email today. Thanks ”
May — July I sent email with attachment 1st one they couldn’t open 2nd one I setup an account to upload the video and they still couldn’t open and suggested they talk to their tech support. 3rd I uploaded to a second site and they couldn’t open.
July 20 2011 I sent an email saying ” Time fly’s, it’s been almost 2 months since I started on the warranty of my patio door that leaks. Can you let me know what’s going on? ”
July 26 2011 I received an email saying “I was never able to open your file. So I was not able to see what is what the door is doing. DO you have a website that I can go to and view the video? Or can you send pictures? Is the door turning black at all?
If you are unable to send any pictures or provide a website where I can see what you are trying to show me than you may have to have a tech out to diagnose. However that would be a chargeable visit. It’s a 0 trip charge that includes the first hour.
If you can direct me to pictures or video that I can view I’d be happy to make the diagnosis that way.
Oh and I want to apologize for the delay to your last email. I was out of the office from July 1 — July 17 and working on returning all the emails I received during that time. ”
July 26th 2011 I sent an email saying “Try this link and let me know if you have any problems.
August 12th 2011 I received an email saying ” Are then any issues with the operable side of the door? Has the door been finished (i.e. stained, polyed)? ”
August 12th 2011 I received an email saying Knowing that they were going to say ” being they were not finished they aren’t covered under the warranty so I threw this in “The door (window) that leaks is the stationary door but the operation of the sliding door it’s self works great. The inside of the door has not been finished we just installed new floors about a month ago. That’s a good thing otherwise the water would have been trapped in the door and would have rotted out after the warranty was out. Let me know if you have any more questions ”
August 16th 2011 I received an email saying ” Thank you. I have sent a request to Pella Corps National Accounts for their approval to replace the fixed panel of your door. I will contact you again as soon as I hear back from them. Typically takes 24-48 hours for a response.
They will not cover any labor at this time as it is beyond the 2 yr labor warranty ”
September 12th 2011 I sent an email saying “Can you give me an update on the replacement patio door.
September 15th 2011 I sent an email saying
I received your voice mail and below is how I want to proceed, Ticket# 112894
Call or e-mail me when door is ready to pick up.
I want to pick up the door at your Plymouth warehouse. Need address
I will remove and install the new window. Send any instructions if available but not necessary.
I will return old window to Plymouth warehouse if that’s where you want it to go.
Please let me know if you need me to call you or if you have any questions from me.
Final Log on this horrific journey. I picked up the door and installed it and pray it lasts longer than the original one and yes I will never buy a Pella product again!!! Good Luck Pella Owners!! (lol)