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A few summers ago, I worked for a company that sold awnings, including a retractable type like this:
Now these awnings are meant to be sun shades only. They are not ideal for windy weather or rain as they are not super sturdy, unlike a full fixed frame awning.
Rain in particular is bad because instead of rolling off the canvas, as would happen with a fixed frame awning where the canvas is pulled tight, it collects in the middle and starts to weigh the awning down, in extreme cases it can cause the awning to snap off the support frame on the wall.
We had this one guy who bought one of these things and ended up leaving it out in the rain and it got damaged. We replaced it for him and cautioned him to not leave it out in the rain.
Three weeks later, he calls back. His awning is damaged again, this time it was rain and wind. After a bit of back and forth, the owner begrudgingly agrees to replace the awning a second time and has one of our installers visit his place to go over with him how to take care of it.
One month later, guess who calls back?
This time the owner is refusing to replace the awning and the customer is PISSED...
SC: How can you not replace it! You're supposed to stand by the products you sell!
O: We do stand by our products, but we've already warned you several times about proper use of the awning.
SC: When I bought this thing I was under the impression it was meant to be used outdoors! That's the whole reason I got it.
O: It's meant to be used in sunny conditions with minimal wind.
SC: So what the fuck do I do when it rains?
O: Uhh, go inside?
SC: That's bullshit! I bought this thing so I could stay outside when it's raining. This thing is supposed to be for outdoor use, who the fuck would make an outdoor use product that couldn't handle rain?? It rains quite a bit you know.
O: There are plenty of outdoor use products that aren't meant for the rain.
SC: So are you going to replace this for me?
O: No sir, you've already gotten two replacements from us at no cost, if you want another one, you'll have to pay.
SC: WHAT???? That's a fucking crock! You need to stand by your product! If it breaks you need to fix it!
O: Not if it breaks due to negligent use. You admitted to leaving it out in the rain and wind and that's not our fault.
SC: I was using it the way I was told I could. I was told that by one of your salespeople.
O: I doubt that to be the case sir, but even if you were told that initially, I sent one of my installers out to go over use of the awning with you and he confirmed to me that he did that.
SC: That doesn't fucking matter! You need to give me a new awning, now. I expect it here first thing in the morning!
(note: totally unrealistic expectation)
O: I'm not going to do that sir.
SC: Oh yes you are! You're not about to screw me out of over $2000 on this, you owe me a new awning!
O: No we don't.
SC: Yes, you do!
O: NO, we don't!
SC: YES YOU FUCKING DO!! You need to stand behind your products and do something to fix this!
O: Alright sir, you want to know what I can do?
SC: Yes!
O: Absolutely nothing. You will not be getting any replacement from us. You broke it, you're stuck with it.
SC: [Long, cuss filled rant demanding a replacement and threatening to send a lawyer after us if we don't do it]
O: In that case, I will wait to hear from your attorney. *click*
We never did hear from a lawyer, although the guy did call back a couple of times trying to bully us into a free replacement, failing each time.
Now these awnings are meant to be sun shades only. They are not ideal for windy weather or rain as they are not super sturdy, unlike a full fixed frame awning.
Rain in particular is bad because instead of rolling off the canvas, as would happen with a fixed frame awning where the canvas is pulled tight, it collects in the middle and starts to weigh the awning down, in extreme cases it can cause the awning to snap off the support frame on the wall.
We had this one guy who bought one of these things and ended up leaving it out in the rain and it got damaged. We replaced it for him and cautioned him to not leave it out in the rain.
Three weeks later, he calls back. His awning is damaged again, this time it was rain and wind. After a bit of back and forth, the owner begrudgingly agrees to replace the awning a second time and has one of our installers visit his place to go over with him how to take care of it.
One month later, guess who calls back?
This time the owner is refusing to replace the awning and the customer is PISSED...
SC: How can you not replace it! You're supposed to stand by the products you sell!
O: We do stand by our products, but we've already warned you several times about proper use of the awning.
SC: When I bought this thing I was under the impression it was meant to be used outdoors! That's the whole reason I got it.
O: It's meant to be used in sunny conditions with minimal wind.
SC: So what the fuck do I do when it rains?
O: Uhh, go inside?
SC: That's bullshit! I bought this thing so I could stay outside when it's raining. This thing is supposed to be for outdoor use, who the fuck would make an outdoor use product that couldn't handle rain?? It rains quite a bit you know.
O: There are plenty of outdoor use products that aren't meant for the rain.
SC: So are you going to replace this for me?
O: No sir, you've already gotten two replacements from us at no cost, if you want another one, you'll have to pay.
SC: WHAT???? That's a fucking crock! You need to stand by your product! If it breaks you need to fix it!
O: Not if it breaks due to negligent use. You admitted to leaving it out in the rain and wind and that's not our fault.
SC: I was using it the way I was told I could. I was told that by one of your salespeople.
O: I doubt that to be the case sir, but even if you were told that initially, I sent one of my installers out to go over use of the awning with you and he confirmed to me that he did that.
SC: That doesn't fucking matter! You need to give me a new awning, now. I expect it here first thing in the morning!
(note: totally unrealistic expectation)
O: I'm not going to do that sir.
SC: Oh yes you are! You're not about to screw me out of over $2000 on this, you owe me a new awning!
O: No we don't.
SC: Yes, you do!
O: NO, we don't!
SC: YES YOU FUCKING DO!! You need to stand behind your products and do something to fix this!
O: Alright sir, you want to know what I can do?
SC: Yes!
O: Absolutely nothing. You will not be getting any replacement from us. You broke it, you're stuck with it.
SC: [Long, cuss filled rant demanding a replacement and threatening to send a lawyer after us if we don't do it]
O: In that case, I will wait to hear from your attorney. *click*
We never did hear from a lawyer, although the guy did call back a couple of times trying to bully us into a free replacement, failing each time.
(Thanks Irv!)
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