Dear Tony
12th August 2014

Interesting letter from Rob McGlennon, Deceuninck Sales Director last week,

I agree that installer schemes are normally, little more than a marketing club, one that’s designed to help installers with their brochures, web sites, lead generation POS info etc. One such scheme differentiates between “an installer scheme” and its “approved installer scheme”……the only criteria for the latter is they have a web site! The vast majority just want to appear supportive of their installer network to help push sales along.

However, surely the big question a prospective client is going to ask is, “what level of involvement and reassurance will the systems (or manufacturing company) recommending its installers, are prepared offer to resolve issues, in the event that something goes wrong”. Very few fabricators want to get involved with retail customers and limit their guarantees to the installer (although the new consumer rights bill has changed all that) but this is THE main reason retail clients look for “approved installers”, they don’t want an average installer, they are willing to pay for the services of an installer who has come recommended.

We think they are right to expect more.

Ever since the scheme started some 15 years ago, masterframe have guaranteed the workmanship of our approved installer network. It provides an added layer of protection for the end user and we know our products are being fitted correctly, across the UK. You see, once vetted, each installer must either attend our in-house survey and installation course or provide NVQ qualifications to demonstrate their fitting ability, and spot checks and customer feedback ensures ongoing compliance. Our web site even always direct access for retail customers to read and write reviews against each of our installers on the review web site www.doubleglazingcompanies.com

Certainly we have had a few rouges who try to bamboozle retail customers to avoid remaking or replacing something they did wrong, but these companies are few and far between and swiftly exited from the scheme. Most regret not acting better, because they not only find the client gets our opinion about how the windows should have been fitted, but lose their dealership and allow another company to get their exclusive area!

That way, the reputation of quality extending to the installation process means our remaining installers can be assured that fellow scheme members are fitting to equivalent standards and the credibility for the scheme is maintained. We have even had to add the Bygone logo to the furniture on a Bygone window, so that we protect our brand for ourselves and our network of installers alike. You’ll be amazed at the number of times installers claimed they could provide Bygone collection sash windows, only to be found out by the end user and ourselves.

Frankly, unless manufacturers are prepared to stand by their products and extend their guarantees to the end user, then most of these “approved installer schemes” are just marketing tools, lacking any teeth or credibility.
 
Alan Burgess
Managing Director of
Masterframe windows ltd