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Businiess name:  Penguin Windows
Review by:  Guest
Review content: 
My wife and I used to be in sales, so we understand the "salesman tactics." However, spending over 6 hours in our home was excessive. This included some small talk, negotiation, etc., but we also stated that we were "late" and needed to go and the salesman just had to boil some water. Nice guy, likable enough, but the boiling water "experiment" was not impressive. Anyway, we said 'no' twice, and then after some discounts, we received a no payment no interest for a year. Fine, we'll do two large openings and a slider. Considering the price, we knew we were not only paying for the windows but also the "best" warranty in industry. We then learned that the warranty would be given at installation. Nope, we want a copy now. We read the warranty and was surprise to see that the "best" warranty was from Great Lakes windows, the manufacturer, not from Penguin themselves. It was defect-focused, not service-focused as promised. We asked for an addendum stating in writing what was promised. Never got it. Warranty does not replace slider glass at all, and windows not covered if caused by "accidents, vandalism or other external force." Doesn't talk about free installation either. Instead, new glass and seals will be sent, or you need to pick up. I understand the legal-babble that's required in a warranty, but when you are selling quality windows and "best warranty" and unparalleled service, and you're charging 3-4 times the price of competitors, your quality and warranty should be 3-4 times better, and stated at least twice as clearly if you truly stand behind your core value of service. They are the best windows I know of. I've called headquarters and talked to several people, and all are professional and personable. The salesman was a guy you want to buy from. I have little doubts about the service. But we were very clear that we are willing to pay this much because of the warranty. It was a deal breaker for us, and we unfortunately cancelled due to no clear written promises. With better written PENGUIN warranty, we'll buy.

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