We received our windows and they were all the wrong size. We can fit them in but it means significant changes to our flashing and installation plan, and renovation to some of our rough openings. Wondering what people think about the sort of compensation we should be asking for. I am thinking of approaching it as if we have bought windows at a discounted price from a window manufacturer that is trying to sell off an order of windows that were sent back by a client. I am looking for input on what sort of % discount this should be. 50% 30%? I don't think  that the manufacturer should get off without providing some sort of compensation to us.

Posted By edith on 09 Oct 2014 09:07 PM
We received our windows and they were all the wrong size. We can fit them in but it means significant changes to our flashing and installation plan, and renovation to some of our rough openings. Wondering what people think about the sort of compensation we should be asking for. I am thinking of approaching it as if we have bought windows at a discounted price from a window manufacturer that is trying to sell off an order of windows that were sent back by a client. I am looking for input on what sort of % discount this should be. 50% 30%? I don't think  that the manufacturer should get off without providing some sort of compensation to us.

A couple of important questions that need to be answered first:

1 - Whose fault is it? Did you measure incorrectly, did the contractor screw up the window bucks, or did the manufacturer send out the wrong sizes?
2 - If the above is answered that the manufacturer screwed up then I would send the windows back and demand a refund or the correct size.
3 - What window manufacturer is this?

The manufacturer screwed up. We don't have time to send them back - winter is around the corner and we need to get them in even if it means rethinking the install. The manufacturer and distributors have been great and seem to want to work with us. Although it seems an odd thing to want compensation even though the windows can be used, if I had actually made the mistake I am certain that I would have to pay for my mistake..

Posted By edith on 10 Oct 2014 11:07 AM
The manufacturer screwed up. We don't have time to send them back - winter is around the corner and we need to get them in even if it means rethinking the install. The manufacturer and distributors have been great and seem to want to work with us. Although it seems an odd thing to want compensation even though the windows can be used, if I had actually made the mistake I am certain that I would have to pay for my mistake..

There is usually checks and balances in place to prevent such a mess-up. The window manufacturer usually sends "shop drawings" that have the exact measurements. The buyer is then required to review and sign off on these drawings to validate the sizing and quantity. When the windows are manufactured and ship the tech validates the sizes and makes sure they are 100% accurate before they go out the door.

What manufacturer was this? Were these custom windows or ordered from a mega-window factory?

I think you should ask for the cost of the corrections made to accept the mis-sized windows. You should have some leverage with the company if you have not paid completely for the windows.

edith, ask them if they will expedite a re-do of the order. Tell them just what you told us - winter is approaching and you need to get these installed. But it's their mistake; making it right should be on their dime and they have kept you waiting long enough. The circumstances dictate that this re-do gets placed at the front of the line and therefore the usual wait-time should not apply.

I agree that a redo would have been ideal but we didn't go that route because the windows just wouldn't have arrived in time (overseas company..). It is a bit of a mystery how they screwed it up. Unfortunately we have already paid for the windows. Do you think it is unreasonable to ask for 30% back? Or some other percentage?

Not unreasonable at all - they did not deliver what was agreed upon, and this is costing you extra to fix. You deserve some sort of compensation.

There is no telling what discount you should get but my suggestion is to determine what the added labor and materials will be to fit these to the structure. Then determine what impact these windows will have on your overall design and what that is worth. The combination of both of those would be my request for discount given you did nothing wrong and the windows are there but are wrong.
Please post what you decided to do and once all is settled if possible the company. Not to punish them but so we can all learn from your experience...
Goo luck...

Its amazing how no one can make mistakes anymore without making right PLUS bearing a penalty.

You cant demand an "impact to your design" when you refuse a reorder winter or not. Obviously winter has no real bearing on anything but a preference of the person who got the wrong order.

You shouldn't get any random percentage off, your salesman should offer a reorder, which you don't want to do, or you back charge time and material to modify the openings to make the windows work. Check for dents, dings, scratches and always test the full operation of every window right after installation.

If they don't make good on it, share your story. Word travels fast on the internet.

Impact to the design is the time and materials required to install the product over what the windows should have been for the bucks size used when ordering (I am assuming) That is a real cost of the owner decides to use what is there not a guess. Framing inside the bucks to fit take time and some skill.
That is a fair cost to ask for and has been done by a lot. It isn't a huge cost but unnecessary cost that the owner has to pay for a product not delivered to spec.

This experiences makes one wary of ordering from a distant supplier when the delivery is critical to schedule. When this has happened to me the solution was to just protect the openings with plywood until reorder or substitute product was located. Longest time waiting on a replacement product was 6 weeks.

In the end it is up to the owner to decide what is the best course of action for the situation.

Interested in what that decision and course of action is as this isn't something that doesn't happen at times...