After getting off the phone with GAF about a week ago, I was really optimistic about my odds of having the ice dam problem fixed once and for all. They made the process sound so easy and their promise to send out an info packet right away made me hopeful that they would be speedy about responding to my claim.
Unfortunately, they took me for a ride.
I got the packet in the mail a couple days ago, which is a really long time considering it's only coming from New Jersey and that it's just a standard sized envelope. In the "packet" was a brochure describing what I'd need to do to file my claim. Here it is:
1.) Submit proof of the product purchase - Sure, not a problem. I fortunately kept receipts from 2 years ago.
2.) Proof of property ownership - Again, not a problem. I have tax bills and the town can send copies if needed.
3.) Proof of quantity installed - This would be on the receipts, no?
4.) Repaired or replaced product (if applicable) - it's not.
5.) Photos, both long-distance and short-range showing the problem - Um, the problem is the underlay and it's under the shingles... that could be hard to take a picture of.
6.) Samples: A 12" x 12" piece of underlayment that exhibits the problem. - Um... really? In case you're not familiar with the product, the underlayment is basically a sticky roll of paper that adheres to the roof and then you put the shingles down on top of it. The point of the underlayment is to heal around any roofing nails to create a water & ice barrier to prevent moisture from getting in your house. If the underlayment fails to seal around the nails, water gets in if there are ice dams and you have leaks in the ceiling. The point is, this shit is sitting under thousands of dollars worth of fancy shingles AND it's stuck to my roof. How the heck do they think I'm going to get it off of the roof without causing even more damage?
Thinking about ripping my roof apart made me wonder how long the claims process would take. We're already, "that neighbor" and having a tarp on the roof would undoubtedly be attractive for the neighbors. I asked how long between receiving the sample and making a decision. The rep told me 2-6 months... fantastic! I'm sure too that I would need a permit from the town to do work on my roof, which is just one more expense on top of the inconvenience of having a torn up roof for an extended period of time.
Once received, they send the sample to their lab to determine if the cause is related to manufacturing, installation, etc. Once they make a determination, they either replace your roof or tell you to have a nice life, leaving you to foot the bill to fix the damage that was done to get the sample to send in.
So basically their warranty is crap.
Way to go GAF, I think I'll be steering clear of roofing products sold at Home Depot since almost everything they have is made by your questionable company.
Showing posts with label warranty. Show all posts
Showing posts with label warranty. Show all posts
Monday, March 3, 2014
Tuesday, February 19, 2013
Sears Update 2
It's about time I posted an update in regards to my Sears snow blower drama.
Unfortunately, not much has happened. Dear old Jay in the executive office still doesn't have a working phone. It must be a Craftsman. He is getting much more creative at the times that he is calling though - Sunday during church hours was my favorite. He keeps leaving cryptic little messages saying that he will, "call back tomorrow". I can only assume he lives on a planet much larger than Earth so that a single day-long rotation takes more than the 24 hours it takes on our planet as he never calls back "the next day".
Perhaps the galactic distance between the Sears Executive Office and planet Earth is part of the reason why I can't call him back directly? That could also explain why we are worlds apart on this issue of my snow blower. Hmm...
No, in reality I think "Jay" is just another lazy good for nothing Sears employee trained to sell products, but not back them up when they inevitably fail. He calls when he is certain that I won't answer the phone and if he miscalculates and I do pick up, he immediately hangs up.
Perhaps the time has come for a class-action lawsuit. A glance at their Facebook page shows that there are many other people out there just like myself that have bought a bad snow blower and have not been helped or had their machine fixed according to the terms of the warranty. I think it would be cheaper, easier and less damaging to their reputation to just repair the bad machines and change their design for future productions, but hey -- if they don't want to use common sense, that's their business.
EDITED AT 4:29pm
I just got off the phone with a woman named Tricia. She was able to arrange for a tech to come to my house to fix the snow blower a week after tomorrow. It will be covered under warranty. I am sad that it has taken so long, but at the same time I really appreciate Tricia's no non-sense approach. She didn't overdo it with the fake apologies and she was fast and courteous.
As a bonus, she gave me Jay's phone number and extension. You know - to the "broken" phone. I'll be calling that one later to see if he answers. Lets hope it's really broken since I still have the voicemail from this past Sunday where he claims that it is. The odd number that appears on my phone's screen is his extension, so I can see that he's calling from the supposedly broken phone line. Awesome.
Final tally - Score 1 for Tricia; 0 for Jay.
Pay attention Sears -- more people like Tricia and less like Jay. Got it?
Unfortunately, not much has happened. Dear old Jay in the executive office still doesn't have a working phone. It must be a Craftsman. He is getting much more creative at the times that he is calling though - Sunday during church hours was my favorite. He keeps leaving cryptic little messages saying that he will, "call back tomorrow". I can only assume he lives on a planet much larger than Earth so that a single day-long rotation takes more than the 24 hours it takes on our planet as he never calls back "the next day".
Perhaps the galactic distance between the Sears Executive Office and planet Earth is part of the reason why I can't call him back directly? That could also explain why we are worlds apart on this issue of my snow blower. Hmm...
No, in reality I think "Jay" is just another lazy good for nothing Sears employee trained to sell products, but not back them up when they inevitably fail. He calls when he is certain that I won't answer the phone and if he miscalculates and I do pick up, he immediately hangs up.
Perhaps the time has come for a class-action lawsuit. A glance at their Facebook page shows that there are many other people out there just like myself that have bought a bad snow blower and have not been helped or had their machine fixed according to the terms of the warranty. I think it would be cheaper, easier and less damaging to their reputation to just repair the bad machines and change their design for future productions, but hey -- if they don't want to use common sense, that's their business.
EDITED AT 4:29pm
I just got off the phone with a woman named Tricia. She was able to arrange for a tech to come to my house to fix the snow blower a week after tomorrow. It will be covered under warranty. I am sad that it has taken so long, but at the same time I really appreciate Tricia's no non-sense approach. She didn't overdo it with the fake apologies and she was fast and courteous.
As a bonus, she gave me Jay's phone number and extension. You know - to the "broken" phone. I'll be calling that one later to see if he answers. Lets hope it's really broken since I still have the voicemail from this past Sunday where he claims that it is. The odd number that appears on my phone's screen is his extension, so I can see that he's calling from the supposedly broken phone line. Awesome.
Final tally - Score 1 for Tricia; 0 for Jay.
Pay attention Sears -- more people like Tricia and less like Jay. Got it?
Subscribe to:
Posts (Atom)