K2 Rescues Customer Relationship For US Installer

K2 USA has helped an installer in the USA turn a disastrous installation into a positive experience for the consumer by providing a high quality replacement for a poor performing rival system.

Tri State Building Specialities in New Jersey had installed a modular system manufactured by the US arm of a leading UK systems company. The homeowner experienced problems with the installation as soon as the job was completed and contacted Tri State to rectify the situation.

Tri State first went back to the original systems company to ask for a solution but they simply offered to replace the faulty conservatory with the same configuration. Explains Dave Card from Tri State: "The system we had installed had some fundamental issues. It was built with 6'' wide double casement windows over a single fixed panel. The weight of these oversized windows left the windows inoperable. "The design of the roof was also problematic. The roof was glazed with bronze polycarbonate, a very unusual design, due to the heat gains associated with a room facing due south. Also the roof rafters were set at 36", while the maximum accepted practice is 32" (812mm in US). This actually seems to conflict with the supplier''s own structural design guide (version 3.0, Oct 2001)."

Following a recommendation from another US dealer and faced with an angry and disillusioned customer, Tri State approached K2 USA for an alternative system. K2 USA was able to recommend a replacement system which Tri State fitted free of charge for the customer who is delighted both with the new conservatory and with Tri State's commitment to customer service. Dave Card continues: "The homeowner has immediately noticed a difference in the internal temperatures of his room after we installed K2's high performance Celsius glass in the conservatory as well as Opal Heatguard Polycarbonate in the roof."

Comments Mike Francis, Vice President of K2 USA: "The conservatory market in the US is in its infancy compared to the UK but is growing quickly, aided by the increasing number of consumers who are spreading the word about the benefits of extending their home in this way. If we, as an industry, are to capitalise on this huge market potential, companies moving from the UK to the US market must take time to understand the specific requirements of the US, and spend the money to have their systems independently engineered to meet US building code requirements." "At K2 USA we have wide-ranging experience of selling conservatories all across the States. This enables us to ensure that all our specified systems are structurally sound and fit for purpose, enabling us to address the demand for ''English style'' conservatories amongst demanding American consumers."