Your questions answered
Thank you for choosing Mike Martin Window Systems. As a family run company, we appreciate your choice to support the Cornish economy and buy local rather than opt for one of our larger national competitors. We hope that you are pleased with your finished products and are also satisfied with the service that we have provided up to this point.
It is important for us to let you know that just because your account is settled, we are still here if you need us. Investing in windows, doors and other home improvement products can come at a large financial cost and also be a lengthy journey. All of our products are made to measure, and no two jobs are ever the same. With this is mind, we have compiled a list of frequently asked questions to help you understand when to contact us, what to do if you find faults and how to maintain your new products. See below:
We ask all customers to check the installation and products thoroughly and report any snagging issues within 7 days of the final installation date for a priority response. If reported after 7 days, we will report your issue to our service team to be addressed as soon as we have an engineer available. Please report all issues to info@mikemartinwindows.co.uk or upload photos and a description here SUPPORT.
All double-glazed units are quality checked at the manufacturing stage by our suppliers prior to transportation to our warehouse in Cornwall. Unfortunately, and inevitably, the glass is sometimes damaged whilst in transit on the lorry or during the installation process. We ask our customers to check the units carefully based on the accepted tolerance levels within the Glass and Glazing Federation guidance. Details of how to check your units can be found in our customer area on our website VISUAL STANDARDS.
We hate to think of your property being nonsecure. Please call the office during normal opening hours and we will prioritise your request. Unfortunately, we do not offer an out of hours or 24/7 emergency service but will get to you as soon as we can.
Yes, similar to buying a new car, your products will require some regular TLC. The customer has a responsibility for maintaining their own product to ensure that the guarantee is valid for the duration of the cover. You can find a handy maintenance and cleaning guide in the customer area of our website MAINTENANCE GUIDE.
As a family business that has operated in successfully in Cornwall for over 35 years, recommendations are still our number one source of new enquiries. To help us to maintain our reputation, we simply ask our customers to tell their friends and family about our company, especially if they are considering some home improvements. If you really wanted to thank us, Google reviews are the best place to let others know how we did. Google reviews are valuable to our team and very hard to come by, please feel free to take two minutes to let us know how we did here GOOGLE REVIEW.
We have a sales team, a technical team, and a customer service team all at hand to deal with day-to-day issues. Please email info@mikemartinwindows.co.uk or call 01726 861737 prior to making a formal complaint. If we are unable to resolve the issue using any of these teams, customers have the option to escalate their complaint to a senior manager. We take all complaints seriously and will act promptly. Details of how to make a formal complaint can be found within our customer area here COMPLAINTS.