Service

Welcome to the Mr. Window Online Customer Service Department

Although we pride ourselves on delivering great personal service, this section of the Mr. Window website is designed to be an extension of our service focus, giving us more tools to serve you better. And if you need to talk with a Mr. Window sales or service representative, feel free to call us during business hours (9:00 a.m. – 5:00 p.m., Monday – Friday). Or better yet, stop by and visit us at our showroom in Home Place at 902 E. 106th Street – Carmel, IN.

Customer Service Policy

Mr. Window hopes you get years of enjoyment from our products. While the majority of our customers never need service, the situation may arise where service is needed and it’s for this reason that we want to make you aware of our service policy. Manufacturer’s warranties cover the product itself and but does not cover any labor or service charges. We at Mr. Window give our customers one year of free service starting from the completion date of the project. Customers who leave a google review get an additional year. We hope you’ll never require a service but want you to know that we are here for you should there be a need. Thank you for your business and we hope you enjoy your new product(s).

Here are the charges for Mr. Window Company services after a Service Warranty has expired:

Diagnostic Fee If our service person goes out to perform a service and cannot complete the service due to having to order parts, the customer will be charged a $230.00 Diagnostic Fee for diagnosing the problem and determining what is needed to complete the service. After the parts are received, the customer will be contacted by the service department to set up a date for completion of the service and will be charged a minimum of $230.00 to complete the service. If the service person can get parts and complete the service in the same day there will only be a $230.00 service charge.

No Show Fee If an appointment is set and the customer does not show, the service person will wait 15 minutes before leaving. The customer will then receive an invoice in the mail for $75.00 for a No Show. No further visits or service will be completed until this charge is paid.

Additional Labor Fee If an installer is on the service for an hour and fifteen minutes, the customer will be charged $230.00 for the first hour, and $195.00 for up to the second hour. There will be no per-minute charge at any time. 

Trip Charge Fee If an installer must travel over 35 miles one way to perform a service, the customer will immediately be charged a Trip Charge of $75.00. This is in addition to and charged before any other fees are assessed, i.e., Diagnostic Fee, Service Fees, or Customer No Show Fee.

 When our professional service technician arrives at your door, many costs have already been incurred just to get them and our service trucks there, ready and able to complete the job. Without years of training, it would not be possible for a doctor to make a diagnosis and prescribe a remedy. As a patient, you pay for his knowledge and skill plus a share of his business costs (overhead). Even if they spend only a few moments with you, there is still a fee based on their skill, time and expertise. This analogy holds true in any service business. The charge for providing service on your premises cannot be determined solely by the time they spend making the repairs.

 A qualified service organization’s costs begin with the salary of the professional technician. The cost of doing business must also be considered. These overhead costs can amount to substantially more then the technician’s salary. A 10% net profit on the selling price, although seldom realized would be ideal. We are sure you’ll agree this is not excessive for providing top quality services on your premises. All things considered, the job cost to a service organization for its service technician’s time on the job is the same whether they work with tools or not. A service call that results only in diagnosis for resolving the problem warrants a service charge.

Is your window sash stuck in a position that will not allow you to open or close the window properly?

Did you recently tilt your windows in for cleaning and now they are not operating correctly?  Please watch the following video showing how to reinstall your sash properly into their shoes to correct the problem.  If you need further assistance, please feel free to contact our friendly staff at 317-848-7282.