Shockingly poor and unprofessional lack of help…
Shockingly poor and unprofessional lack of help from this company. I called with a simple request. As I have ALUK BSF70 Bi-Fold doors with your label on them, I thought I'd call and ask if you can supply new seals. I was told in no uncertain terms that you cannot help me and I have to call an installer. When I said ok however I can see that all I need is a seal can't they simply send one. Nope. And now I'm being told that the person is not purposefully being difficult but it's not possible. Ok I said please tell me a preferred installer in my area. Only to be told I'm sorry but we cannot tell you who our customers are. So I asked if I had to start my own glazing firm just to buy some seals? I was being genuine and just seeking some helpful information but the guard on duty was having none of it. I believe I ended by saying have a nice day doing whatever it is you actually do. Anyway some googling later, I found people selling seals for my brand of Bi-fold and they were easy to get. Why Directtrade can't keep a reference of parts suppliers and a list of installers, like Velux windows do, is beyond me. If I was actually thinking of replacing my windows and doors which I may do, I won't use an installer that uses this company to supply them. This is quite surprising to have to write because I'm from the midlands and it's generally accepted the further north you go the more friendly and helpful people are. Not in this case.