Awful Customer Service
I purchased a roof window from Hitech Rooflights this year and had it installed shortly after. On Friday 24th July, following a loud bang, the internal pane of glass shattered and rained down onto the floor. It was with enough force to leave glass shards embedded in the ground.
I contacted Hitech and was advised I should speak to the Managing Director but that he was on holiday and would call me back Monday. Having heard nothing by late Monday afternoon, I called again only to be told he had gone home for the day. Once again I was assured he would call me back. After repeated attempts to get a response, I finally managed to speak to him on Thursday afternoon.
Unfortunately the conversation was deeply disappointing. He was unpleasant, dismissive, and complained that he should not have had to deal with the issue himself and blamed his employees for escalating it to him. I was told the glass had failed due to a naturally occurring phenomenon and that it was undetectable manufacturing defect, so therefore they accepted no liability. There was no apology, and the only resolution offered was half price on a replacement window. The damage to my flooring and other property was over £4000 making this particularly difficult to accept.
What i found most concerning however was the complete lack of care or customer service throughout the entire matter - not a single member of staff, including the MD, asked whether anyone had been injured when the glass shattered and fell to the floor.
I appreciate the initial failure may not have been the fault of Hitech, but their response was absolutely awful and did nothing buy rub salt in the wound. From the repeated failure to return my calls, to the dismissive attitude of senior management there wasn't a single positive aspect to my experience with this company. I would have expected more accountability, basic professionalism and ultimately concern for customer safety.
Based on my experience, I would strongly discourage anyone from purchasing from this company.