Alta Window Fashions Eclipse Shutters Automation User Manual
- June 9, 2024
- ALTA WINDOW FASHIONS
Table of Contents
- Eclipse Shutters Automation
- Alta Window Fashions Eclipse Shutters Automation
- General Information
- Ontario Ministry of Labour – Working at Heights Training
- Check Measure from Dealer
- Check Measure from Installer
- General Rules for Installers Performing a Check Measure
- General Home Situations for Installers Performing a Check Measure
- Check Measure Situations
- Dealer
- CBG Canada Customer Service
- Installer General
- Installer
- Dealer
- General
- Shutters
- Blinds
Eclipse Shutters Automation
Alta Window Fashions Eclipse Shutters Automation
September 2022
Thank you for choosing Alta Window Fashions Eclipse Shutters Automation. The following guidelines will help you install and use the product efficiently.
General Information
Our installation services are covered by a 1-Year Warranty that covers the costs of services for any deficiencies under the product warranty as well as any installation related issue.
Ontario Ministry of Labour – Working at Heights Training
Employers must ensure that certain workers complete a working at heights training program before they can work at heights. Installation Experts, Installation Services Staff and Approved Contractors have completed the training. The training requirement is for workers on construction projects who use any of the following methods of fall protection: travel restraint systems, fall restricting systems, fall arrest systems, safety nets and work belts or safety belts.
Check Measure Process
Check Measure from Dealer
The dealer will provide exact measurements for your windows to ensure that your shutters or blinds will fit correctly.
Check Measure from Installer
The installer will take measurements of your windows to ensure that your shutters or blinds will fit correctly.
General Rules for Installers Performing a Check Measure
- Cleanliness of the work area is important; clean up after yourself once you’ve taken the measurements.
- Each measurement must be accurate and precise.
- If you are unsure about any measurements, please consult with your supervisor or the dealer before proceeding with the installation.
General Home Situations for Installers Performing a Check Measure
The installer should take into account the following home situations when taking measurements:
- Window frames must be level and square
- Walls must be straight and plumb
- Windows must be clean and free of any obstructions
Check Measure Situations
The installer should take into account the following situations when taking measurements:
Shutters
- Standard
- Patio Doors
- French Doors / Garden Doors
- Specifications
- Bay / Bow / Corner Windows
Blinds
- Standard
- Patio Doors
- French Doors / Garden Doors
- Specifications
Installation Processes & Guidelines
The following processes and guidelines will help you install your shutters or blinds:
Dealer
- The dealer will provide you with the shutters or blinds and all necessary installation hardware.
- Refer to the installation instructions provided by the dealer.
CBG Canada Customer Service
- If you have any questions or concerns regarding the installation process, please contact CBG Canada Customer Service at the number provided in this manual.
Installer General
- Cleanliness of the work area is important; clean up after yourself once the installation is complete.
- If you are unsure about any steps of the installation process, please consult with your supervisor or the dealer before proceeding with the installation.
Service Request Process
Installer
- If you encounter any issues during the installation process, please contact the dealer or CBG Canada Customer Service to request service.
Dealer
- If a service request is received, the dealer will work with the installer to resolve the issue.
General
- All service requests are covered under the 1-Year Warranty.
Warranty
Shutters
- The shutters are covered under a limited lifetime warranty.
- The warranty covers any defects in material or workmanship.
- The warranty does not cover normal wear and tear, damage from misuse or abuse, or damage from exposure to the elements.
Blinds
- The blinds are covered under a limited lifetime warranty.
- The warranty covers any defects in material or workmanship.
- The warranty does not cover normal wear and tear, damage from misuse or abuse, or damage from exposure to the elements.
Thank you for choosing Alta Window Fashions Eclipse Shutters Automation. If you have any further questions or concerns, please contact CBG Canada Customer Service at the number provided in this manual.
Installation Experts
INSTALLATION GUIDELINES MANUAL
Alta Window Fashions Eclipse Shutters Automation
September 2022
2908 Portland Drive, Oakville, ON L6H 5W8 Installation Department: Phone
1-866-211-9990
installation@custombrandsgroup.com
All “INSTALLATION EXPERTS” services are covered by a 1 Year Warranty that
covers the costs of services for any deficiencies under the product warranty
as well as any installation related issue 1
TABLE OF CONTENTS
General Information
Ontario Ministry of Labour – Working at Heights Example Pictures of
Scaffolding Example Pictures of Skyjack and Cage Ladder Ontario Ministry of
Labour – Mould in Workplace Buildings Window Coverings vs. Window Function
Check Measure Process
Check Measure from Dealer
Check Measure from Installer General Rules for Installers Performing a Check
Measure General Home Situations for Installers Performing a Check Measure
Check Measure Situations
Shutters – Standard Shutters – Patio Doors Shutters – French Doors / Garden
Doors Shutters – Specifications Shutters – Bay / Bow / Corner Windows Blinds –
Standard Blinds – Patio Doors Blinds – French Doors / Garden Doors Blinds –
Specifications
Installation Processes & Guidelines
Dealer CBG Canada Customer Service Installer General
Service Request Process
Installer Dealer General
Installer Basic Protocol
Phone Call Script On Site Script
Warranty
Shutters Blinds
.
3 4 5 6 7
9 11 12 12
13 16 17 18 18 19 21 21 21
22 22
23 24
27 28 28
30 31
32 34
2
General Information
.
Ontario Ministry of Labour – Working at Heights Training
Employers As of April 1, 2015, employers must ensure that certain workers
complete a working at heights training
program that has been approved by the Chief Prevention Officer and delivered
by an approved training provider before they can work at heights. Installation
Experts, Installation Services Staff and Approved Contractors have completed
the training. The training requirement is for workers on construction projects
who use any of the following methods of fall protection: travel restraint
systems, fall restricting systems, fall arrest systems, safety nets and work
belts or safety belts.
There is a two-year transition period for workers who, prior to April 1, 2015,
met the fall protection training requirements set out in subsection 26.2(1) of
the Construction Projects Regulation. These workers will have until April 1,
2017 to complete an approved working at heights training program.
This training requirement is in the Occupational Health and Safety Awareness
and Training Regulation, and is in addition to training requirements under the
Construction Regulation.
Homeowners Depending on the circumstances, homeowners may be considered
constructors and subject to obligations
under the Occupational Health and Safety Act if they hire multiple contractors
to work at the same time. It is in a homeowner’s best interest to make sure
workers at their home are safe. This can be as simple as asking contractors if
their workers have been trained, and how they plan to keep workers safe on
site, before signing a contract.
Scaffolding For safety reasons, windows `open to above’, commonly in front
door areas or windows above or around a
staircase, scaffolding will be used. Guidelines for scaffolding are when the
installer’s feet would be over 10 ft from the ground and/or when three points
of contact with a ladder at the service cannot be achieved and/or a ladder
cannot be placed securely on a level plane. This will ensure that a
professional installation can be completed in a safe manner.. In the event
that the dealer may feel a certain window is too high or hard to reach with a
5 foot ladder, it is recommended that a picture of the window and its
surrounding area be taken to allow for an assessment. In most cases a high
ladder can be used for the check measure providing that it is a framed
application. Scaffolding Charges apply when required.
This training requirement is in the Occupational Health and Safety Awareness
and Training Regulation, and is in addition to training requirements under the
Construction Regulation (Sections 125, 126-136.0.1).
Standard 2-Tier Scaffolding is required when the top of the window is over 13
ft from the ground 3-Tier Scaffolding is required when the top of the window
is over 16 feet from the ground
Skyjack is required for lack of access or excessive height – Quote required
for this application (License is required to operate a Skyjack, Installation
Experts are not licensed)
3
Example Pictures
2-Tier Scaffolding is required from 13.1 Ft – 16 Ft from the floor 3-Tier
Scaffolding is required from 16.1 Ft – 22 Ft from the floor
4
Example Pictures
Skyjack may be required for excessive height (license required)
Cage Ladder is 14 ft from the ground – Maximum reach for installation is 21 Ft
5
Ontario Ministry of Labour – Mould in Workplace Buildings
ISSN: 1195-5228
Hazard summary
Workers and the public may be exposed to mould on water-damaged building
materials inside buildings, and during building maintenance and repair
operations. Are moulds hazardous to health? The most common types of mould are
generally not hazardous to healthy individuals but some moulds may be
hazardous to certain individuals. People who have asthma, bronchitis, hay
fever, other allergies, or have weakened immune systems are more likely to
react to mould. The most common symptoms are: runny nose, eye irritation, skin
rash, cough, congestion and aggravation of asthma. Symptoms usually disappear
after mould exposure stops. Most often, there are no known long-term
consequences to workplace exposures.
Hazard locations
Moulds (fungi) are present everywhereindoors and outdoors. Any building may
have mould. However, buildings with a history of water leaks, floods, fires
and problems with indoor air quality (e.g. poor humidity control, lack of
fresh air) should be considered at greater risk of mould growth. Water-damaged
drywall, wood materials, jute, wallpaper, and cardboard are prone to fungal
growth. All moulds need water to grow. Mould can grow anywhere there is water
damage, high humidity or dampness. Most often moulds are confined to areas
near the source of water. When mouldy material becomes damaged or disturbed,
mould spores can be released into the air therefore exposure occurs if people
inhale the spores.
Precautions
The sustained and/or extensive growth of any visible mould on the interior
surfaces of a building is unacceptable. Mould growth on the interior surfaces
of buildings is a risk factor for health problems. Moisture problems
(flooding, leaks, water intrusion, condensation, etc.) in buildings are the
primary reason for mould growth. These moisture problems should be the focus
of assessment and control efforts, followed by clean-up, remediation of
contaminated materials, periodic inspections, and preventive and remedial
maintenance. The Internet resources below contain detailed information. If
mould contamination is extensive, the employer should seek professional
assistance from private sector consultants who specialize in mould and mould
remediation. Occupants of buildings contaminated with mould should be advised
of the presence of the mould and given information on the health effects of
mould.
Legal requirements
Employers are required by section 25(2)(h) of the Occupational Health and
Safety Act to take every precaution reasonable in the circumstances for the
protection of workers. The Occupational Health and Safety Act places a
responsibility on constructors (section 23), employers (section 25), and
supervisors (section 27) to ensure the health and safety of workers. This
includes protecting workers from mould in workplace buildings. Various
sections of the Industrial, Construction, Mining or Health Care regulations
may also apply to maintenance and remediation activities. Resources on
corrective measures, mould remediation and worker training are listed below.
Health Canada // mould, dampness and humidity resources
Environmental Abatement Council of Ontario (EACO)
U.S. Environmental Protection Agency (EPA) // molds and moisture resources
U.S. Centers for Disease Control (CDC) // workplace health and safety topics
-dampness and mold in
buildings
6
Window Coverings vs. Window Function
Window coverings can NOT change window function without approval
To Err is Human; to Recover Losses is Legal. Constructors, mechanics,
technicians, and others who are paid to build, assemble, install, fix, or
repair things are human. They will, from time to time, make mistakes that can
be costly to correct, if correctable at all, resulting in litigation to
recover the resulting losses.
Legally, these are called faulty workmanship cases which come under the
headings of contract law and tort law. Under contract law, the issue is
“breach of contract,” for the breach of an expressed or implied term within
the workmanship agreement. This holds true whether an agreement was in writing
or was created verbally. Either way, the workmanship must be performed to
usual and proper standards. Under tort law, the issue is negligence, for the
failure to perform workmanship to usual and proper standards.
Legal professionals tend to frame faulty workmanship lawsuits as claims for
both breaches of contract and negligence. There may be slight, but important,
differences in the manner in which courts assess and award damages owed for
faulty work, depending on which basis of claim the matter is determined. When
setting out claims as either breach of contract or negligence, a legal
professional will do so with each basis as an alternative to the other. This
is known as “pleading in the alternative.” The idea of pleading in the
alternative keeps both strategies open. Either the breach of contract
strategy, or the negligence strategy, or both, can win the case if it goes to
trial.
In faulty workmanship situations, the question arises: Does a property owner
have a right to sue for the cost of repairs or corrections to workmanship,
before the flaws in workmanship cause any actual loss or harm? This question
was hotly contested for years, with many legal advocates suggesting that the
law should not allow property owners to sue for pure economic loss the cost
of repair before an incident or accident resulting in injuries or damage
actually occurs. In Winnipeg Condominium Corporation #36 v. Bird Construction
Co. Ltd., [1995] 1 S.C.R. 85, however, the Supreme Court of Canada decided
that where there is a “real and substantial danger,” liability can arise for
repair of defects before the defect causes any actual harm.
Decisions since the Winnipeg decision clarify that costs of repairs are
available when there is a “real and substantial danger.” For example, the
recent case of Vargo v. Hughes, 2013 ABCA 96 determined that the danger need
only be “likely to occur,” rather than imminent.
In Winnipeg, the court also found that, even when there is no “privity of
contract,” a property owner can bring legal action against those who
originally performed faulty workmanship. Privity of contract means that
someone who was not a party to a contract cannot sue for breach of contract.
In other words, “lack of privity” usually prevents someone from suing for
breach of contract when a contract existed between other parties, but not
them. In tort law, whoever provides workmanship owes a duty of care to people
who will own that work in the future. This can create a legal conundrum for
contractors.
Another question that often arises as a result of common construction and
contracting arrangements is the question of who should be sued and who is
ultimately liable for the repair of defects or injuries to persons or losses
to property.
7
In construction and contracting arrangements, the property owner often hires a
general contractor. The general contractor then hires subcontractors, who may
hire subcontractors, known as sub-subcontractors. These subcontractors may
hire subcontractors and tradesmen. The result is that there is no direct
relationship between the property owner and those who may produce faulty
workmanship and defects. Regardless, the general contractor is ultimately
responsible for any faulty workmanship and defects produced by subcontractors
and tradespeople he hires. This principle is known as a “non-delegable duty”
and is explained in Vandenbrink Farm Equipment Inc. v. Double-D Transport
Inc., 1999 CanLII 14947.
A property owner may sue the general contractor without having to uncover the
identity of the actual subcontractor at fault for causing the defect. The
property owner, or others who are affected by the faulty work, may choose to
sue the sub-contractors anyway. For example, there may be concerns for the
solvency of the general contractor. There is no absolute need for the property
owner to sue anyone except the general contractor, however. Contractors may
hold the mistaken belief that their legal obligations under a contract are
simply to do what was specified within the contract. This belief can lead to
legal action for failure of durability or suitability of the work product.
When a contractor agrees to supply materials and perform work, the law imposes
an implied term within the contract, that the materials and work will be both
reasonably durable as well as reasonably suitable for the job. In Dirm Inc. v.
Bennington Construction Ltd., 2010 ONSC 3298, the court explains:
“I further conclude that, while not an expressed term of the contract between
these parties, it was an implied term of the contract that the concrete finish
would be durable. Reasonable durability of the concrete has a certain degree
of obviousness and as such it is a reasonably implied term of the contract:
M.J.B. Enterprises Ltd. v. Defence Construction (1951) Limited, [1999] 2010
ONSC 3298 (CanLII) 1 S.C.R. 619 at paras. 27-19. The delamination appeared
within less than one month after the pouring of the concrete.” General Damages
Distress by Breach
When defects occur, the property owner may endure annoyance, inconvenience,
distress, and upset. However, age-old principles of law have held that claims
for general damages called “pain and suffering” — are improper in breach of
contract cases and that only the actual losses incurred in correcting faulty
workmanship may be claimed. Traditionally, if a contractor created a defect
that a property owner spent $1,000 to repair, the property owner could seek
only the actual loss, $1,000, from the contractor.
Today, the tide is changing. In Fidler v. Sun Life Assurance Company of
Canada, [2006] 2 S.C.R. 3, the Supreme Court held that when the parties to a
contract reasonably contemplated “peace of mind” benefits at the time a
contract was formed, and that mental distress might occur if the contract was
breached, then an award for general damages may be proper. In the years since
the Fidler decision, the principle of including mental distress as general
damages in breach of contract cases continues to evolve. In some cases, awards
for breach of contract have included amounts for loss of enjoyment that was
“reasonably contemplated” when the contract was created. (see: Van Duren v.
Chandler Marine Inc., 2010 NSSC 139 ) It seems that, where a contract was
entered into to obtain relief from suffering, general damages for intangible
sufferings upon breach of contract, including anxiety, distress, frustration,
irritation and loss of an amenity, are recoverable. It also seems, however,
that the law is evolving as to whether general damages are available where a
contract purpose included intent to obtain emotional benefits such as
enjoyment, pleasure, relaxation, and even fond memories.
EXAMPLE – IF A WINDOW COVERING CHANGES THE FUNCTION OF THE WINDOW ( ie.
WINDOWS OPENING INTO THE ROOM, CAN’T USE THE WINDOW CRANK OR LATCH, ETC.)
THEN DAMAGES MAY BE AWARDED UNLESS CONSENT WAS RECEIVED IN WRITING PRIOR TO
INSTALLATION
8
Check Measure Process
.
Check Measure from Dealer
Dealer
Present product and pricing options with the consumer including 1.
Installation Mount: Inside Mount(IM) or Outside mount(OM) – Sizes will vary
therefore pricing will be different 2. For Shutters: a) Operating System
(Tiltbar location, Reartilt, Gear) b) Louver Size (For Clearance Purposes) c)
Frame Type (IM vs OM Frame vs No Frame No Frame vs OM, etc.) d) Divider
Rail (Type, Specifications/When Required, Location Options or Split Location
where possible) e) Colour (Cotton, Pearl or Vanilla) – Unless specified the
Installer will enter cotton with a note to discuss with the consumer. If
existing shutters are in the house, then the Installer will verify if the new
order is to match f) Room Locations and Quantity of Openings to be measured 3.
For Blinds: a) Type of Blind (Roller, Dual, Honeycomb, Etc.) b) Operating
System (Lift & Lock, Cordless, Automation, Etc.) c) Valance/Header Type
(Cassette, Fascia, Deluxe Valance, Etc.) d) Room Locations and Quantity of
Openings to be measured
Discuss the check measure process with the consumer including 1. The installer will measure to confirm the request will operate & function properly – alternatives will be noted. 2. Installer does NOT discuss pricing with the consumer. 3. Service Hours (Monday – Friday AM arrival is between 8:00am-1:00pm PM arrival is after 11:30am) 4. Pets (Keep contained for Health and Safety issues for both pet and installer) 5. Installer Indoor Footwear (Installers have separate footwear to wear indoors and outdoors) 6. Blind Take Down is available at a charge (repair work not available) 7. Window Access – The installers require 3 ft from the window and a clear pathway to the window (excessively moving items or furniture out of the way could require alternative appointments or additional charges) 8. House Access The installers require a clear way to the house or building (Vehicles, Snow, Ice) & Close Parking 9. It is required that a “Decision Maker” to be home if product options are not completely decided 10. If scaffolding is required then appropriate clearance would be required for set up Approx. 8 feet from window 11. The installer will give a courtesy call in the morning and an en route call
Email installation@custombrandsgroup.com the proper updated order form(s) completed with 1. Dealer Information Account Name Account Number Sales Person Contact Phone & Email 2. Consumer information including: Address, best phone & secondary phone with best email 3. Special requests: Condo, Blind Take Down, Scaffolding/High Window (require height to bottom of window & pictures) 4. Basic product information with asterisks on order form. If both “Blinds & Shutters” then indicate notes on both order forms. a. The installer requires basic product information to conduct the check measure properly b. Customer service will require all information in order to process the order or else the order may be placed on hold and will delay the order process
IF SHUTTERS: Room name, Operating system, Split location, Louver size, Mount
type, Frame type (If no frame is sold, indicate by putting an “X” or “-” in
the frame options. If it is blank, it will be assumed no frame), Divider rail
distance and Type. Not every option will be measured for, so the more details
you discuss with the homeowner the less likely any unexpected surprises will
occur.
9
IF BLINDS: Room name, Blind type, Operating system, Valance or Header type and
Mount type. 5. Windows to be measured should be aligned starting from: Top
floor, working from Left to Right to Bottom floor, working from Left to Right.
If there is more than one window in a room then it should be indicated as
such. (Example: Master L, Master C, Master R) 6. Requests for any additional
openings from the homeowner will simply be put on the same check measure form
(and made note of) and the dealer is to inform later of openings they wish to
process. a. Note: There are additional charges for excessive amounts of
openings to be measured. Refer to the Price Guide for more information
CBG Canada Customer Service
Upon receiving the completed check measure request, the dealer and consumer
are both emailed the “request for check measure appointment” within 48 hours
The consumer is called or emailed daily until appointment is confirmed 1. When
talking to the consumer they are offered multiple appointment options. 2.
When talking to voicemail or emailing they are offered multiple appointment
options also stating that if there is not a prompt response then the available
date provided may no longer be available 3. Once an appointment is booked, the
dealer and consumer are both emailed the “confirmation of check measure
appointment” 4. 48 hours prior to the appointment the dealer and consumer are
both emailed the “reminder of check measure appointment” 5. If the appointment
has been revised the dealer and consumer are both emailed the “check measure
appointment rescheduled”
Installer
Pre-Arrival protocol 1. The installer will review the order and verify they
have all required materials to perform the check measure ( ie. SAH Bag
complete, Ladder, Measuring tape, iPad is charged, Backup order forms with
pen, etc.) 2. Courtesy Call On the morning of, the installer will call the
consumer on the best number(s) to confirm the appointment (Am or PM) and give
a better estimated time of arrival. If there is no answer a voicemail will be
left. All calls for the day are to be called prior to arrival at the first
call or before 8:30am, whichever comes first. 3. En Route Call The installer
will call the consumer again later on to inform them of the time of arrival,
unless dictated by the consumer not to call. If there is no answer a voicemail
will be left. If there is no voicemail, a text message will be sent
Arrival protocol 1. The installer will introduce themselves and any other
colleagues that are on site for the appointment 2. Process The installer
will indicate to the consumer that the process is to measure and verify that
the request will operate & function properly. If needed, alternatives will be
given to the dealer to further discuss. Some basic communication may be
required throughout the process. They will be given an estimated time for the
appointment. The installers do NOT discuss any pricing related to any changes.
Measuring Protocol 1. Sequence to measure the Windows – Starting at the Top
Floor to Basement, always from Left to Right or in same order as dealer listed
with accurate room labels (Bed 1 L, Bed 1 C, Bed 1 R) (Room location may be
renamed) 2. Measurements taken to verify what was sold by the dealer will
operate the way that is intended to by the manufacturer within product
specification. 3. Verifications for Shutters will be: Louver rotation, Panel
closure, Excessive width or height variances, Product specifications and
Window function. There will be minimal discussion of product knowledge with
the consumer since this is the sales person’s responsibility and we do not
want to create a conflict. If the product is out of specification, this will
be noted even though quotation should indicate as well 10
4. Verifications for Blinds will be: Depth requirement, Bottom rail
clearance, Room for external batteries, Width and height restrictions for
operating system and Width and height restrictions for fabric type.
5. Any changes will be discussed in a manner to protect the dealer’s
interest, by professionally recommending alternatives to the homeowner. Any
recommended options, changes or discussion by the consumer are made in notes
on the order form for the dealer to follow up on. a) Where window depth is an
issue for louver rotation or panel closure, the louver size, tilt option and
frame options will be given as alternatives b) For unframed shutter requests –
Upon measuring if there is a 1/4″ measurement discrepancy throughout the
width(s) or height(s), frame options will be shown and if agreed upon by the
consumer it will be entered as framed. A note will be made that unframed is
possible but due to indiscrepancies a frame was recommended. If the dealer
absolutely wants unframed shutters then they must indicate in NOTES: Only
measure for unframed shutter c) Notes will only be made if there are
differences from the original order (Sizes, Cutouts, Split Location, Etc.)
4. Additional openings are often requested by the consumer. Requests for
immediate purchase will be added to the current check measure. Requests for
future purchases will not be entered onto a separate check measure form but
listed as the last lines on the check measure with a note indicating that they
were added by the consumer
5. Additional extrusions or components (chargeable or non-chargeable)
required for the installation will be added with an explanation in the notes
section of the order form for both the installer’s and dealer’s information.
After Measuring Protocol 1. Consumer review and sign off for any applicable
points of discussion are headlined: Notes for Dealer. Ie. Frames, Divider rail
location, Colour, Louver splits, Cutouts, Blind width too large, Blind height
too short, Etc. 2. Installation preparation discussion with the consumer –
Pets, Blind removal, Window access, Furniture moving, Parking, Safe access for
unloading and indicating if other contractors will be on site. 3. Email
verification Confirm consumer had received previous email confirmations 4.
The check measure will be electronically submitted from the iPad; the work
order is then closed on the file. If the iPad is having issues, the order will
be written on paper and a picture of it will be emailed to the dealer and the
installation department
Check Measure from Installer
Dealer
1. For orders being placed on Direct Connect, follow the steps on the DRC 2.
Orders that are requested for customer service to enter will not get processed
until an email of the check measure is
forwarded with approval 3. Any change from “Frame to Unframed”, “IM to OM”,
“OM to IM”, “Different Louver size” or “Changing type of Blind”
may require an additional check measure appointment 4. Review all notes made
by the installer on the check measure form 5. Possible contact with
installation department, installer or homeowner may be required 6. Approve the
order by forwarding the original installer email (DO NOT REPLY AS IT WILL NOT
BE RECEIVED) to
installation@custombrandsgroup.com with the following options in the body: a)
Approved as is b) Approved with the following changes (make note of the
changes) c) Requesting a change based on the original request (an additional
check measure may need to be done)
NOTE FOR ANY C/M COMPLETED AND THE CONSUMER HAS CHOSEN TO GO WITH ANOTHER
DEALER 1. The final check measure details belong to the dealer that requested
the check measure. 2. If the consumer was given the check measure by the
dealer, then the consumer can do with it as they wish. The alternative dealer
would be responsible for reviewing the information, confirming details and
completing a new order form. This would be classified as an installation only
and the dealer would be responsible for the check measure.
(“Custom Brands Group Canada” will not accept the order form from a dealer
that was previously measured for another dealer or under direction from
anyone. The dealer needs to fill out a new order form and insert their
information along with the measurements and details. Once this has been done,
the order can then be processed. Design options, discussions or suggestions
are likely to be different from one dealer to another as well as what the
consumer hears or understands)
11
CBG Canada Customer Service
After The Order Is Approved 1. The order is processed for credit approval and
release 2. The system determines a production due date upon credit approval 3.
The request for installation process will then begin
General Rules for Installers Performing a Check Measure
1. Shutters in kitchen areas and especially over sinks – The homeowner will
be asked if cabinetry will be changed or if the faucet will be changed at any
time in the foreseeable future.
2. Shutters on French doors – The homeowner will be asked if the door handle
will be changed – May require cutout 3. Blinds on French doors – The homeowner
will be asked if the door handle will be changed – Bottom rails require
clearance around door handle knobs and between door and french door handles 4.
If the dealer is present – Discussion points will be sidebar away from the
homeowner to avoid any conflicts 5. If the installer is asked about the
warranty – They will be directed that specifications are available online 6.
All changes and all conversations will be noted on the check measure forms for
review by the dealer 7. If a situation is not detailed below, notes will be
made on the order forms or a call to the dealer may be made
General Home Situations for Installers Performing a Check Measure
Mould Present 1. If there is mould present around the windows being measured
for, the installer will make a note to the dealer indicating which windows had
this situation 2. The installer will discuss with the consumer about the mould
and suggest that it be taken care of prior to the installation 3. This is not
only for the health and safety of the installers doing work around the mould,
but for the consumer living in the home with the mould most importantly 4.
Pictures will be taken of the opening, added to the file and then sent along
with the check measure forms
Consumer indicated specific windows are to be replaced 1. The installer will
inform the consumer that if a window is to be replaced, we are unable to take
measurements of those windows at this time 2. The windows may be measured once
the replacement has been completed and when all trim and painting have been
finished around the window as well 3. The installer will make a note to the
dealer indicating which openings were not able to be measured
A window is not fully complete from construction or repair 1. If there was a
window that was just installed due to construction, repair or replacement –
the window must be completed in full before measurements can be taken 2. This
includes: Trim work, Painting, Caulking, etc. 3. The installer will make a
note to the dealer indicating which openings were not able to be measured 4.
Pictures will be taken of the opening, added to the file and then sent along
with the check measure forms
A window or the area around the window has damage 1. The installer will inform
the consumer about the concerns 2. If the consumer needs to do repairs to the
window, window frame or area around the window, the measurement will need to
be done after the repairs have been completed 3. The installer will make a
note to the dealer indicating which openings were not able to be measured 4.
Pictures will be taken of the opening, added to the file and then sent along
with the check measure forms
12
Check Measure Situations
.
Shutters – Standard
Dealer is on site at the check measure 1. The check measure will be completed as per direction from the dealer or the original order form 2. Details about the check measure will be confirmed with the dealer as they are on site 3. The installer will make a note indicating who was present and if any conversations were made 4. All conversations with the dealer will be a sidebar to ensure there is no conflict with the consumer
Request for: Louver Size, Tilt Option, Frame or Colour is different than what is currently in the house 1. Measure openings as requested, but also check to see if what is currently in the house will work as well. 2. Confirm with the consumer what louver size they wish to proceed with 3. Make clear notes for the dealer indicating that what was requested is different from what is currently in the home a. If the dealer wishes to make changes to the order, they may contact customer service to do so
Consumer makes a change to what was requested – Louver Size, Tilt Option, Frame, Colour, etc. 1. A note will be made for what changes have been made and what conversation had happened on the order form so the dealer is aware of the situation 2. The dealer is to discuss and confirm the changes prior to signing off on the check measure to be ordered
Installer determines a change to what was requested – Louver Size, Tilt Option, Frame, Colour, etc. 1. This situation is typical when what was ordered will not work 2. The installer will go through the options with the consumer on what will work, changing either: Louver Size, Tilt Option, or Frame Option. 3. The installer will make notes to the dealer on what was discussed with the consumer and what options will work 4. The dealer is to discuss and confirm the changes prior to signing off on the check measure to be ordered
Request for an application with 4-Sided Magnet OR 4-Sided Panel Lock and No
Frame There is no benefit for removing a panel with 4 sided panel lock vs.
having a 2 part hinge system where the pins are easy to remove. The hinge pins
provide the safety factor of preventing the panel from falling out of the
opening
1. If noticed prior to the check measure by Customer Service, then the dealer
will be called to discuss the situation 2. If not noticed by Customer Service,
then the Installation Department will call the dealer to discuss the situation
3. If not noticed by the Installation Department, then the Installer will
discuss with the consumer on site 4. The Installer will make notes to the
dealer explaining the situation and that it was discussed with the consumer
THIS OPTION IS NOT AVAILABLE AS PER OUR SAFETY POLICY
Request for a complex or unusual application 1. The Installer will show all possible options suitable for the opening and discuss with the consumer 2. The Installer will take pictures of the situation and add to the file for reference and email if need be 3. The Installer will make notes to the dealer indicating what was discussed and what options the consumer had chose
Request for configuration or application where product would be out of
specification 1. Changes to the check measure will be made so that the product
will be measured to be within specification 2. The installer will make notes
to the dealer indicating what changes have been made and why 3. The Dealer is
responsible to make changes if they want and request out of spec production
which will void warranty 4. If at the time of check measure the consumer
indicates that they wish to have the product in a specific way in which the
product would have void warranty; The Installer will make notes indicating
that the consumer is aware that there is void warranty and wishes to have the
product measured as such.
13
Measuring with existing window coverings in openings 1. If there are existing
window coverings in the openings, the installer will inquire with the consumer
if they require our services to take them down at the time of the installation
or if the consumer will take them down prior to installation 2. The installer
will make a note indicating which option has been chosen 3. If the consumer is
unsure, the installer will make a note to discuss blind take down 4. If there
are no current window coverings in the openings, no notes will be made
Installation will require high ladder or scaffolding 1. The installer will
make notes to the dealer indicating which lines require a tall ladder or
scaffolding 2. The installer will make a note to the customer service
indicating which lines require a tall ladder or scaffolding so that the
appropriate charges may be applied 3. Pictures will be taken of the opening,
added to the file and then sent along with the check measure forms
Measuring in a condo 1. If there are large openings in width, it may be
required to measure for two separate openings opposed to one large opening so
that the product will fit into the elevator 2. If the number of openings were
to change due to large openings made into two separate openings, notes will be
made to the dealer indicating the details 3. If there are short openings in
height, the installer will indicate whether the opening can be made or not.
Alterations to measurements may occur in order to be able to make short
openings in height work
Marble jambs 1. The installer will NOT measure for an Outside Mount
application – even will 4-Sided Sill 2. If the bottom sill is the only part of
the window that is marble, the installer will measure the opening as a
standard window and make notes that there is a marble sill so it is noted not
to drill through, just apply glue and caulking 3. Extra lineal material may be
ordered in order to install that particular opening, such as: scribe, mounting
strip, etc 4. If the opening is requested to be Inside Mount but it has 4
sides of marble sill, the installer will measure as requested and make notes
to the dealer indicating such, but WE DO NOT INSTALL THESE TYPES OF OPENINGS
5. Pictures will be taken of the opening, added to the file and then sent
along with the check measure forms
Hinge configuration was not indicated on the check measure request 1. The
basic rule of thumb for stand alone P1’s is to hinge the panels opposite of
window latches 2. The basic rule of thumb for side by side P1’s is to have the
left opening swing left and the right opening swing right 3. The basic rule of
thumb for three P1’s is: Left swings left, Center is consumer preference,
Right swings Right 4. The basic rule of thumb for four P1’s is to have the two
on the left swing left and two on the right swing right 5. The basic rule of
thumb for a P1 that is in a corner of a room is to have the hinges inside the
corner no matter where the latch location is. Swinging a panel out from a
corner is quite difficult. 6. The installer is to inform the consumer of our
basic rules of thumb and it is up to the consumer to request otherwise 7.
These rules of thumb are not absolute but any discussions are to be
acknowledged by the installer in the notes 8. If some lines indicate hinge
location already, depending on the rules of thumb the installer will review
with consumer
Request to measure an opening where the product would be installed to a window
frame 1. Drilling into any window frame will void that windows warranty 2.
Majority of Condo Buildings request this NOT to be done 3. Majority of
homeowners are not aware of this 4. The installers will do their best to NOT
drill into a window frame, either requesting a palladium shelf be ordered or
using a component we have access to (ie. Shutter Lineal Material such as Frame
or Tpost)
14
Request to measure an opening where the product would prevent the current
function of the window 1. A discussion will be made with the consumer
indicating the situation 2. The installer will show the frame that was
requested and the obstruction it causes with the window 3. The installer will
show an alternative frame or solution to allow function of the window 4. The
consumer will choose which option they would like to go with and the installer
will make a note indicating 5. The consumer will choose to either keep the
obstruction with what was requested or alternative solution
Request to remove trim or existing window coverings 1. The consumer will be
notified that the installers will do their best to cause little to no damage,
but depending on how the trim or previous window coverings were installed
there could be possible damage 2. The consumer will be notified that repair of
damages, filling screw holes or touch up requirements as a result of removing
trim or removing existing window coverings are not the responsibility of the
installers 3. The installer will make a note on the order form that this was
discussed and acknowledged with the consumer
Request to measure additional windows when the product is not specified 1. The
windows will be measured as Outside Mount only 2. The installer can not
guarantee that Inside Mount will work without knowing which product is
specified 3. The installer will make a note indicating that the measurements
are for pricing only and they are not final measurements
Request for No Frame application where width and height variance are over 1/4″
- The installer will show the homeowner the variance with a sample panel or
tape measure 2. If the consumer is okay with the variance, the installer will
measure as No Frame and make notes to the dealer indicating which lines have
the variance and what was discussed with the consumer 3. If the consumer is
NOT okay with the variance, the installer will measure for a framed
application and show the consumer frames to choose between (most likely Z
Frame will be used), there will be notes to the dealer indicating which lines
have the variance and what was discussed with the consumer
Request for No Frame application and within the 1/4″ variance 1. The installer will measure as requested and make notes on which openings have small variances as there will still be inconsistent light gaps, just not as large as over the 1/4″ variance. 2. These discussions will not be made with the consumer as they are still within the 1/4″ variance
Request for No Frame application but there is no clearance for proper panel closure 1. The installer will show the consumer the situation and show frame options. 2. The consumer will choose which frame they prefer and the installer will make notes to the dealer indicating such
Request for No Frame Application but there is no clearance for louver rotation with tilt option or louver size 1. The installer will inform the consumer that what was requested will not work 2. The installer will go through a few options with the consumer depending on what will work best a. The same louver size with a different tilt option b. The same louver size with a frame option c. The same tilt option with a different louver size 3. The installer will make notes to the dealer indicating which options the consumer has chosen to go with
Request to measure a window with a gooseneck faucet either centred or off centre 1. The installer will assess if the panels will clear the faucet with the given space 2. If the faucet is in the centre and the panels do not clear the faucet, the installer will go through a few options with the consumer depending on what will work best a. Panel configuration can be L T R (panels still may not clear faucet) b. Panel configuration can be R T L
15
c. Panel configuration can be LLRR 3. If the faucet is NOT in the centre, then
one of the panels will not clear, whereas the other panel will 4. The
installer will make a note to the dealer indicating the discussions made with
the consumer and the option the
consumer chose to go with
Request to measure a window where the current faucet is no obstruction 1. The
installer will inquire with the consumer if they plan on changing the faucet
2. If they are changing their faucet, the shutters will have to be planned for
ahead of the change. The installer will go through a few options with the
consumer depending on what will work best a. Placing a Tpost centred in the
opening with configuration L T R (panels still may not clear faucet) b.
Placing a Tpost centred in the opening with configuration R T L c. Panel
configuration can be LLRR 3. The installer will make a note to the dealer
indicating the discussions made with the consumer and the option the consumer
chose to go with
Request for a window with a light or bulkhead 1. The installer will inquire
with the consumer if these items are being removed 2. If these items are not
being removed then the installer will go through a few options with the
consumer a. If they are okay with not having full panel rotation it can be
measured as requested b. If there is small interference then depending on the
frame the opening may be able to be under measured to account for the
interference c. If there is larger interference then depending on the frame an
additional filler piece could be added to account for the interference 3. The
installer will make a note to the dealer indicating the discussions made with
the consumer and the option the consumer chose to go with
Request for a window with a water or soap dispenser 1. The installer will
inquire with the consumer if these items are being removed 2. If these items
are not being removed then the panels will not have full rotation. a. The
installer will go through how to remove the panel from the opening to gain
access to the window by removing the pins on the panels 3. The installer will
make a note to the dealer indicating the discussions made with the consumer
Shutters – Patio Doors
THE INSTALLER WILL REVIEW 3-SIDED FRAME VERSUS 4-SIDED FRAME FOR ALL STANDARD
PATIO DOORS WITH THE CONSUMER
Request for a P4D over 50 SqFt. 1. The installer will measure as requested but
make notes to the dealer indicating that the patio door is over spec and will
have a void warranty, and a track system should be used 2. The installer will
also measure for a track system and make notes to the dealer indicating that
the alternative has been measured for
Request for an inside mount P4D where there is not enough clearance due to
patio door handle 1. The installer will inform the consumer that what was
requested will not work 2. The installer will go through a few options with
the consumer depending on what will work best a. The same louver size with a
different tilt option b. The same louver size with a frame option c. The same
tilt option with a different louver size 3. The installer will make notes to
the dealer indicating which options the consumer has chosen to go with
16
Request for an inside mount where the frame chosen interferes with the patio
door handle 1. The installer will review with the consumer indicating that if
they wish to keep the requested frame then a frame cut out will be required to
have clearance around the door handle 2. If a cut out is not sufficient enough
to have clearance then another inside mount frame will need to be chosen by
the consumer that would allow clearance around the patio door handle 3. If no
inside mount frame will provide enough clearance around the patio door handle,
then an outside mount frame will have to be chosen by the consumer 4. The
installer will make a note to the dealer indicating why what was requested
would not work and what options the consumer chose to proceed with
Requested for a P4D with a 3-sided frame 1. The installer will review the
options of having a 3-sided frame, 4-sided frame, or a 4″ sill piece to be
installed between panel 2 and panel 3 2. The reason these are discussed is to
avoid any future issues with sagging due to a 3-sided frame and having nothing
underneath supporting the weight of the panels 3. The installer will make a
note to the dealer indicating which option the consumer chose to proceed with
Request for a Bypass Track System 1. The installer will discuss the floor
guide as an option with the homeowner a. If there is carpet: we can not
guarantee there will be no pulling of the carpet and are not responsible if it
does b. If there is tile: if the floor guide lines up with the grout line, we
are able to screw through the grout line to secure the floor guide to the
floor. c. If there is tile: if the floor guide does NOT line up with the grout
line, we do NOT drill through the tile, the floor guide will be glued down to
be secured to the floor d. If there is wood: the floor guide will be installed
without any issues e. The consumer does have the option of not having the
floor guide installed, and it can be left behind 2. The installer will make a
note to the dealer indicating which option is available to proceed with
Request for a Bifold Track System 1. The installer will confirm with the
homeowner that what they have requested is to be a track system or if it is to
be standed bifold shutter application a. The installer will confirm this
because sometimes there is a miscommunication when the term bifold is brought
up in conversation so we want to make sure everyone is on the same page 2. The
installer will inform the consumer that with a bifold track system the panels
will not fold all the way back to the wall and they will stick into the room
at a 90° angle 3. The installer will make a note to the dealer indicating the
discussions made with the consumer
Shutters – French Doors / Garden Doors
Request for a French Door with measurements given at the exact frame to frame
size (IE 22 x 66) 1. The installer will over measure in the width by either
1/4″ or 1/2″ depending on the frame type around the glass 2. The installer
will over measure in the height by 3″ to allow the frame to go above and below
the frame that is around the glass 3. The installer will enter the opening as
a FD opposed to STANDARD to have the french door cover strip ordered for the
side frames and for an extension to be ordered for the top and bottom frame 4.
This will be done to create a tight and finished look on top of the door
Request for a French Door with no indication of cutouts 1. The installer will
inquire with the consumer if they are changing their door handles a. If they
are changing their handles from knobs to horizontal handles then cutouts ARE
required 17
b. If they are changing their handles from horizontal handles to knobs then
cutouts ARE NOT required 2. The installer will make a note to the dealer
indicating what was discussed with the consumer
Request for a French Door when the glass is half or less than half of a normal
french door 1. Depending on where the door handle and lock are located on the
door, the installer may not be able to over measure in either width or height
due to obstructions 2. The installer may still order as a FD opposed to a
STANDARD opening, but would make a note to the installer indicating how to
install the product based on how it was measured 3. The installer may also
order as a STANDARD opening based on the obstructions on the door
Shutters – Specifications
Request for an opening without the proper number of divider rails 1. The
installer will discuss divider rail location with the consumer indicating that
one or two is required based on manufacturing specifications 2. The installer
will make a note to the dealer indicating that the discussion was made and
that the consumer had chosen the divider rail location
Request for an opening with a predetermined divider rail location from the
dealer 1. The installer will check to ensure the divider rail location that
was specified is within the parameters of the “Small Distance Above Divider
Rail” in the “Quick Reference Sheets & Logics” 2. If the predetermined divider
rail location is not an ideal spot, the installer will move the divider rail
to ensure the best possible overlap will be reached for aesthetic reasons 3.
The installer will make a note to the dealer indicating that the divider rail
was moved as per the “Quick Reference Sheet”
Shutter opening height under 36″ 1. If the opening height is under 36″, the
installer will make a note to the dealer indicating that 2″ rails are
available for the specified line number 2. It is the dealers responsibility to
confirm if they wish to proceed with 4″ rails or 2″ rails 3. If the opening
height is exponentially short that only a few louvers will fit within the
panel, the installer will make a note to order entry indicating to make sure
that 2″ rails are applied to the specified line number Note: 4″ Rails always
add more stability to the product, as do divider rails
Request for an opening where it exceeds maximum panel width or height 1. The
installer will change panel configuration in order to meet product
specifications 2. The installer will make a note to the dealer indicating that
the changes made were discussed with the consumer and what changes were made
to the specified line number
Shutters – Bay / Bow / Corner
Request for a bay or bow as individual openings where the crank or latch will
be obstructed 1. This will be required to be measured as a compound bay or bow
opening to allow clearance 2. The installer will make a note to the dealer
indicating the situation and measure the opening on the proper order form 3.
Pictures will be taken of the opening, added to the file and then sent along
with the check measure forms
Request for a corner window where one or both sides requires uneven Tpost
distance 1. The installer will discuss with the consumer that the frame and
Tpost will need to be ordered and installed first, and then the panels will
need to be measured for and installed secondly 2. Pictures will be taken of
the opening, added to the file and then sent along with the check measure
forms 18
Blinds – Standard
Dealer is on site at the check measure 1. The check measure will be completed
as per direction from the dealer or the original order form 2. Details about
the check measure will be confirmed with the dealer as they are on site 3. The
installer will make a note indicating who was present and if any conversations
were made 4. All conversations with the dealer will be a sidebar to ensure
there is no conflict with the consumer
Consumer makes a change to what was requested – Cassette Size, Operating
System, Colour, etc. 1. A note will be made for what changes have been made
and what conversation had happened on the order form so the dealer is aware of
the situation 2. The dealer is to discuss and confirm the changes prior to
signing off on the check measure to be ordered
Request for a complex or unusual application 1. The Installer will show all
possible options suitable for the opening and discuss with the consumer 2. The
Installer will take pictures of the situation and add to the file for
reference and email if need be 3. The Installer will make notes to the dealer
indicating what was discussed and what options the consumer had chose
Request for configuration or application where product would be out of
specification 1. Changes to the check measure will be made so that the product
will be measured to be within specification 2. The installer will make notes
to the dealer indicating what changes have been made and why 3. Blinds can
only be made within the fabric specifications. a. If an opening is too large
in width based on the fabric, the opening will be made into separate openings
or the fabric type will need to be changed b. If an opening is too large in
height based on the fabric, the opening will be made into separate openings or
the fabric type will need to be changed
Measuring with existing window coverings in openings 1. If there are existing
window coverings in the openings, the installer will inquire with the consumer
if they require our services to take them down at the time of the installation
or if the consumer will take them down prior to installation 2. The installer
will make a note indicating which option has been chosen 3. If the consumer is
unsure, the installer will make a note to discuss blind take down 4. If there
are no current window coverings in the openings, no notes will be made
Installation will require high ladder or scaffolding 1. The installer will
make notes to the dealer indicating which lines require a tall ladder or
scaffolding 2. The installer will make a note to the customer service
indicating which lines require a tall ladder or scaffolding so that the
appropriate charges may be applied 3. Pictures will be taken of the opening,
added to the file and then sent along with the check measure forms
Measuring in a condo 1. If there are large openings in width, it may be
required to measure for two separate openings opposed to one large opening so
that the product will fit into the elevator 2. If the number of openings were
to change due to large openings made into two separate openings, notes will be
made to the dealer indicating the details
Motor or Wand location was not indicated on the check measure request 1. The
basic rule of thumb for two blinds side by side is to have the left opening
motor on left and the right opening motor on the right
19
2. The basic rule of thumb for three blinds side by side is: Left blind motor
on the left, Center blind motor location is consumer preference, Right blind
motor on the Right
3. The basic rule of thumb for four blinds side by side is to have the two
blinds on the left have motor on the left and the two blinds on the right have
motor on the right
4. The basic rule of thumb for a blind in a corner window is to have the
motor on the most accessible side. 5. A rule that may trump all previous rules
is depending on location of outlets in the room, the motor may be placed on
the corresponding side due to charging cord length for ease of charging 6. The
installer is to inform the consumer of our basic rules of thumb and it is up
to the consumer to request otherwise 7. These rules of thumb are not absolute
but any discussions are to be acknowledged by the installer in the notes 8. If
some lines indicate motor location already, depending on the rules of thumb
the installer will review with consumer
Request to measure an opening where the product would be installed to a window
frame 1. Drilling into any window frame will void that windows warranty 2.
Majority of Condo Buildings request this NOT to be done 3. Majority of
homeowners are not aware of this 4. The installers will do their best to NOT
drill into a window frame, either requesting a palladium shelf be ordered or
using a component we have access to (ie. Shutter Lineal Material such as Frame
or Tpost)
Palladium shelf requests 1. Only select blind options come with end mount
brackets which limits the use of products for openings that don’t have a
mullion to attach the brackets to when the blind is not the full length of the
window or there is an arch above 2. If an opening is too large in height to
make as one opening then it will need to be split into two separate openings,
and depending if end mount brackets are available then a palladium shelf would
be required for installation 3. The installers will request a palladium shelf
to be ordered by requesting lineal materials that we have access to a. The
shelf could be an L Frame b. The shelf could be a Tpost c. The shelf could be
a Bifold Track Frame 4. The lineal materials requested will depend on window
depth and applications 5. The installer will make a note to the dealer
indicating which frame was required and for what reason
Request to measure an opening where the product would prevent the current
function of the window 1. A discussion will be made with the consumer
indicating the situation 2. The installer will show the consumer the function
of the window 3. The installer will explain an alternative to allow function
of the window 4. The consumer will choose which option they would like to go
with and the installer will make a note indicating 5. The consumer will choose
to either keep the obstruction with what was requested or alternative solution
Request to measure additional windows when the product is not specified 1. The
windows will be measured as Outside Mount only 2. The installer can not
guarantee that Inside Mount will work without knowing which product is
specified 3. The installer will make a note indicating that the measurements
are for pricing only and they are not final measurements
20
Blinds – Patio Doors
Request for an inside mount where there is not enough clearance due to patio
door handle 1. The installer will inform the consumer that what was requested
will have interference or not work 2. The installer will go through a few
options with the consumer depending on: handle type, product type, bottom rail
type and mount type a. Depending on the style of handle the door has, the
bottom rail may get caught while traveling up and down b. Depending on the
product type, the bottom rail may surpass the handle c. Depending on the
bottom rail type, the bottom rail may surpass or get caught on the handle d.
If staying with inside mount then the above notes will come into effect e. If
changing to an outside mount, this would solve the above issues but then other
considerations need to be made based on countertops, cabinetry, etc. 3. The
installer will make notes to the dealer indicating which options the consumer
has chosen to go with
Blinds – French Doors / Garden Doors
Request for a French Door with measurements given at the exact frame to frame
size (IE 22 x 66) 1. The installer will over measure in the width to ensure
the window frame will be covered by the fabric 2. The installer will over
measure in the height by 2″-5″, depending on product type, to allow the blind
to go above and below the frame that is around the glass
Request for a French Door with consideration for the door handle 1. The
installer will inquire with the consumer if they are changing their door
handles a. If they currently have horizontal handles, then bottom rail type
may be changed to ensure clearance between the door and the handle b. If they
currently have horizontal handles, then overall product type may be changed to
ensure clearance between the door and the handle c. If they currently have
knobs, then no changes are typically needed to be made 2. The installer will
make a note to the dealer indicating what was discussed with the consumer
Blinds – Specifications
Blind opening height under minimum requirement 1. If inside mount – if the
opening height is under the minimum requirement, depending on product type it
will be over measured in the height to meet the standards and still kept as an
inside mount 2. If inside mount – if the opening height is unable to be over
measured and still kept as an inside mount, it will need to be measured as an
outside mount 3. If it is to be measured as an outside mount, the installer
will discuss this with the consumer 3. If it is to be measured as an outside
mount and due to minimum requirements it will extend past the trim over the
normal amount, the installer will discuss this with the consumer 4. The
installer will make a note to the dealer indicating what was discussed with
the consumer
Request for an opening where it exceeds maximum width or height 1. The
installer will change from one line to more than one line depending on how
many window panes are in the opening in order to meet product specifications
2. The installer will make a note to the dealer indicating that the changes
made were discussed with the consumer and what changes were made to the
specified line number
21
Installation Processes & Guidelines
.
Dealer
Fax or Email the proper updated order form 1. For orders being placed on
Direct Connect, follow the steps on the DRC 2. For orders not placed on Direct
Connect, email the approved the check measure completed by Installation
Experts and send to the Installation Department 3. For Installation Only, fax
or email a completed order form and installation services section on the order
form a. Dealer Information Account Name Account Number Sales Person
Contact Phone & Email b. Consumer information including best phone & secondary
phone with best email (If the home is new and not found on any Mapping
Systems, then directions may be required) c. Special requests such as: Condo,
Blind Take Down, Scaffolding or High Window (require height to bottom of
window plus pictures)
Discuss the installation process with the consumer including 1. Service Hours
(Monday – Friday AM arrival is between 8:00am-1:00pm PM arrival is after
11:30am) 2. Pets (Keep contained for Health and Safety issues for both pet and
installer) 3. Installer Indoor Footwear (Installers have separate footwear to
wear indoors and outdoors) 4. Blind Take Down is available at a charge (repair
work not available) 5. Window Access – The installers require 3 ft from the
window and a clear pathway to the window (excessively moving items or
furniture out of the way could require alternative appointments or additional
charges) 6. House Access The installers require a clear way to the house or
building (Vehicles, Snow, Ice) & Close Parking 7. It is required that a
“Decision Maker” to be home if product options are not completely decided 8.
If scaffolding is required then appropriate clearance would be required for
set up Approx. 8 feet from window 9. The installer will give a courtesy call
in the morning and an en route call
Discuss the check measure process with the consumer including 12. The
installer will measure to confirm the request will operate & function properly
– alternatives will be noted. 13. Installer does NOT discuss pricing with the
consumer. 14. Service Hours (Monday – Friday AM arrival is between
8:00am-1:00pm PM arrival is after 11:30am) 15. Pets (Keep contained for
Health and Safety issues for both pet and installer) 16. Installer Indoor
Footwear (Installers have separate footwear to wear indoors and outdoors) 17.
Blind Take Down is available at a charge (repair work not available) 18.
Window Access – The installers require 3 ft from the window and a clear
pathway to the window (excessively moving items or furniture out of the way
could require alternative appointments or additional charges) 19. House Access
The installers require a clear way to the house or building (Vehicles, Snow,
Ice) & Close Parking 20. It is required that a “Decision Maker” to be home if
product options are not completely decided 21. If scaffolding is required then
appropriate clearance would be required for set up Approx. 8 feet from
window
CBG Canada Customer Service
1. When the installation request is received the dealer and consumer are both
emailed the “request for installation appointment” within 48 hours.
2. The consumer will be called or emailed daily until the appointment is
confirmed a. When talking to the consumer they are offered multiple
appointment options b. When talking to voicemail or emailing they are
offered multiple appointment options also stating that available times change
frequently therefore immediate response is requested for best options
22
3. Once an appointment is booked, the dealer and the consumer are both
emailed the “confirmation of installation appointment” email
4. 48 Hours prior to the appointment, the dealer and the consumer are both
emailed the “reminder of installation appointment”
5. If the appointment has been revised, the dealer and the consumer are both
emailed the “installation appointment revised”
Installer
Pre-Arrival protocol 1. The installer will review the order and verify they
have all required materials to perform the installation ( ie. Correct amount
of product, Ladders, Scaffolding, Special components or tools, etc.) 2.
Courtesy Call On the morning of, the installer will call the consumer on the
best number(s) to confirm the appointment (Am or PM) and give a better
estimated time of arrival. If there is no answer a voicemail will be left. All
calls for the day are to be called prior to arrival at the first call or
before 8:30am, whichever comes first. 3. En Route Call The installer will
call the consumer again later on to inform them of the time of arrival, unless
dictated by the consumer not to call. If there is no answer a voicemail will
be left. If there is no voicemail, a text message will be sent
Arrival protocol 1. The installer will introduce themselves and any other
colleagues that are on site for the appointment 2. The installer will inform
the consumer of the process, indicating to the consumer that they will bring
all materials inside first. The starting point is typically working from
upstairs and continuing onto the lower floors. Once the installation is near
the end, the installer will go through product operations and the warranty.
The installer will advise the consumer that all garbage and cardboard is to be
left on site, and they can place the neatly stack piles to the consumers
preference
Installation protocol 1. The installer will bring all the product into the
home a. Placing panels in the front entrance area to be unpackaged b. Setting
frames aside to sort to the corresponding rooms c. Placing blind boxes in the
front entrance area to be unpackaged 2. The product will then be sorted to
their respective spot in front of the windows 3. Panels and blinds will be
unpackaged near the front entrance a. Wrap will be compiled into bags for
consumer disposal b. Cardboard will be cut down and compiled for consumer
disposal 4. The product will be installed professionally with even lightlines,
proper louver function, proper panel function, proper motorization function,
proper blind function 5. No tools or parts are to be placed on any furniture
6. All window functions will be verified for operation a. Ensuring windows
that tilt into the room for cleaning will surpass frames b. Ensuring window
cranks will surpass frames c. Ensuring window latches will surpass frames 7.
Once an opening is completely installed, the frames will be plugged and
caulked if required and the labels will be removed from the product 8. Once
the entire job is completed, all work areas will be cleaned up and all garbage
and cardboard will be compiled for consumer disposal
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Post-Installation if the job is complete 1. The installer will review the
product and warranty with the consumer a. Louver and panel operation of
shutters b. Maintenance and cleaning of shutters c. General warranty
information of shutters d. Blind operation / Cordless and motorized e. How to
charge motorized product f. How to use motorized remotes
2. The Certificate of Completion will be signed off on and emailed to the
dealer immediately after the installation has been completed by the installer
a. If there are general notes or comments from the installation, the installer
will make the appropriate notes on the certificate of completion b. If there
are any issues that arise that are caused by dealer measurements or
information, the installer will make the appropriate notes on the certificate
of completion. If there was extra work needed to complete the job due to this,
additional charges will be made
Post-Installation if the job is NOT complete 1. If the job is not fully
complete and a return trip needs to be made to correct a mistake or to replace
a damaged product, the installer will fill out a service request form with all
appropriate information. 2. The installer will add pictures to the file to
then email to the dealer and customer service along with the service request.
3. If the consumer’s window is unable to be covered due to an issue, temporary
shades will be offered to cover the windows in the meantime until the new
product is ready 4. The installer will not place any blame on installers or
dealers, this diverts from conflict with the consumer. The installer will
inform the consumer that a customer service mistake happened and it will be
rectified. a. The installer will make notes on the service request of who’s
fault the error actually was so it can be filed correct and cost factor can be
determined
General
The product was incorrect due to dealer measure error 1. If the product was
made too short in width or height, the installer will try to hang the product
for temporary privacy for the consumer until the new product is made and ready
to install 2. If the product was made too large and will not fit in the
opening, the installer will contact the dealer to inquire if the dealer would
like us to leave it at the consumers home for them to pick it up or the
installer can bring back for disposal but there is a disposal charge 3. If the
product can not be temporarily hung, temporary shades will be offered to cover
the windows in the meantime until the new product is ready
Casing frame was installed on the trim and the consumer inquires about the
space between frame and trim 1. The installer will inform the consumer that
the gap is standard when using this application 2. If the consumer requests to
cover the gap, the installer will check to see if they enough scribe to use 3.
If there is enough scribe to cover the gap, the installer will do as the
consumer requests and the installer will make a note to the dealer on the
certificate of completion noting the extra work that was done and the time it
took (this is a chargeable service)
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Everything is installed and completed but there is a damaged / defective rail
or louver 1. The installer will inform the consumer of the issue 2. The
installer will measure the louver to ensure they note the exact size, colour
and operating system on the service request form for customer service to order
a replacement 3. The installer will take pictures and attach it to the file to
be sent off with the service request
Wrong shutter frames were bundled in the packaging 1. The installer will put
in a service request to get the proper frames to complete the job 2. The
installer will contact shipping and receiving to see if they can find the
frames 3. If the frames are unable to be found, new frames will be made and
shipped 4. The installer will take pictures and attach it to the file to be
sent off with the service request
Condo / Apartment where the elevator is not available 1. If there is a short
wait for the elevator, the installers can wait depending on the schedule for
the day 2. If it is a reasonable distance to the unit, the stairs may be taken
depending on product and situation 3. If it is not reasonable to use the
stairs and there is a long wait for the elevator, the appointment may be
reschedule for another day where there is access to bring product into the
unit
iPad not working due to technical issues 1. If the job is complete, the
installer will use a paper copy of the certificate of completion 2. The
installer will email the certificate of completion to the dealer and
installation department with any pictures that apply to the job 3. If the job
is not complete, the installer will email the dealer and the installation
department with the particular details for the service with any pictures that
apply to the job
Existing Window coverings not taken down prior to installation 1. The
installer will take down the window coverings for the openings they need
access to 2. The installer will make a note to the dealer on the certificate
of completion including how many openings were taken down and how long it took
(this is a chargeable service)
Request to remove the trim or existing window covering 1. The installer will
inform the consumer that care and caution will be taken when removing these
items, but if there is damage from doing so that any repairs are not the
responsibility of the installer a. Sometimes frames do not fully cover open
drywall when trim is taken off b. Sometimes paint peels when taking off trim
or existing window coverings c. Sometimes holes from existing window coverings
will be exposed once removed
The consumer is not home for the appointment 1. The installer will try
contacting the consumer again while they are on site 2. Depending on the
schedule for the day, the installer can only wait for so long before
continuing on with their day 3. If the installer has completed the waiting
period and there is still no contact from the consumer, the installer will
leave a. The installer will email the dealer and the installation department
indicating that nobody was home and the appointment will need to be
rescheduled b. The installer will note that there was a courtesy call in the
morning and an en route call when making the way to the appointment
Installation of hinges from shutters result in splitting of wood or slight
nicks 1. The splits will not be touched up by the installer as this is a
natural event when drilling into wood when not pre drilled 2. Pre drilled
holes into wood are not apart of the installation guidelines
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3. Slight nicks in the wood can be touched up with caulking depending on the
situation
Multiple errors made by dealer, customer service or manufacture 1. The
installer will do all they can to avoid any further services to achieve both
dealer and consumer satisfaction a. The installer may perform additional work
that is not of the ordinary b. The installer may add additional materials to
openings c. The installer will take make notes of all work that was done at
the appointment d. The installer will take pictures and attach it to the file
to be sent off with the service request or certificate of completion
Framed shutters were ordered but there is not enough panel, frame or louver
clearance 1. There is not enough clearance for louver operation a. Mounting
strip may be applied behind the frame to allow clearance (this is a chargeable
service) b. The installer will note this on the certificate of completion 2.
There is not enough clearance for panel closure due to crank mechanism a.
Mounting strip may be applied behind the frame to allow panel closure (this is
a chargeable service) b. A ” hole may be punched into the rail to allow the
panel to close past the mechanism 3. There is not enough clearance for the
frame to sit correctly in the opening a. Mounting strip may be applied behind
the frame to allow clearance (this is a chargeable service) 4. The installer
will take make notes of all work that was done at the appointment 5. The
installer will take pictures and attach it to the file to be sent off with the
certificate of completion
Shutter frame application where the colour is 5140 Vanilla and requires
caulking 1. Almond caulking will be used to fill in the corners of the frames
2. If the trim around the opening is non-white, almond caulking will be used
around the sides 3. If the trim around the opening is white, white caulking
will be used around the sides
Shutter framed application that prevents the windows from tilting into the
room 1. The installer will bring this to the consumers attention a. If the
consumer is okay with this then the installation will be completed and notes
will be made b. If the consumer is not okay with this then the installer will
go through options 2. The installer will check if removing the lightblock will
allow for the window to tilt into the room 3. If no alteration to the frame
will allow the frame to open into the room then it will require a remake a.
Inside mount no frame b. Outside mount
Shutter or blind is to be installed into a part of the window which can void
window warranty 1. The installer will review this with the consumer to get
approval 2. If the consumer approves, the installer will make a note to the
dealer on the certificate of completion 3. If the consumer does not approve,
then the installer will go through options a. A palladium shelf may be
required for installation b. An outside mount remake may be required
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Service Request Process
.
Installer
On site at the original installation where it is fixable 1. The installer will
cross reference the issue with the paperwork to determine the route of the
issue 2. If the issue stemmed from manufacturing, the installer will fix the
issue and note it on the Certificate of Completion just to have it noted on
file 3. If the issue stemmed from the dealer, the installer will fix the issue
and note it on the Certificate of Completion and additional charges may apply
to the dealer in order to complete the job and not have a remake
On site at the original installation where it is not fixable 1. The installer
will cross reference the issue with the paperwork to determine the route of
the issue 2. If the issue stemmed from manufacturing, the installer will note
this on the Service Request and request the appropriate materials needed to
complete the job on the return trip a. If Shutters – If the product was made
too large, it will need to be remade and can’t be installed b. If Shutters –
If the product was made too small, it will need to be remade but the installer
will attempt to temporarily install the product so the homeowner has temporary
window coverage c. If Blinds – If the product was made too large, depending on
product type it can be cut down or it would need to be remade and can’t be
installed d. If Blinds – If the product was made too small, it will need to be
remade but the installer will attempt to temporarily install the product so
the homeowner has temporary window coverage 3. If the issue stemmed from the
dealer, the installer will note this on the Service Request and request the
appropriate materials needed to complete the job on the return trip
(Additional charges may apply) a. If Shutters – If the product was made too
large, it will need to be remade and can’t be installed b. If Shutters – If
the product was made too small, it will need to be remade but the installer
will attempt to temporarily install the product so the homeowner has temporary
window coverage c. If Blinds – If the product was made too large, depending on
product type it can be cut down or it would need to be remade and can’t be
installed d. If Blinds – If the product was made too small, it will need to be
remade but the installer will attempt to temporarily install the product so
the homeowner has temporary window coverage e. For any situation that is
dealer error, the product is the property of the dealer i. If the dealer
wishes to keep the product, please inform the installation department and the
installer will leave the product on site to be picked up by the dealer ii. If
the dealer does not wish to keep the product, please inform the installation
department and the installer will bring back the product for disposal (Charges
will apply for disposal) 4. The installer will take pictures of the issue,
labels and any other information that is relevant to the issue a. The pictures
will be uploaded to the file on Infield ClipBoard b. The pictures will be sent
off to the dealer and customer service along with the service request and
other relevant forms 5. The installer will complete the Service Request form
a. It will detail what needs to be remade, cut down or ordered b. If ordering
linear materials, the installer will give the exact size, colour and angle
cuts required 6. The installer will not place any blame on installers or
dealers, this diverts from conflict with the consumer. The installer will
inform the consumer that a customer service mistake happened and it will be
rectified.
27
Dealer
Requesting a service for an installation from Installation Experts 1. Fill out
the service request form with all applicable information a. Order Information
b. Dealer Information c. Consumer Information d. Attachments e. Type of
Product f. Type of Operating System g. Window Location h. Explanation of Issue
2. Depending on what the issue is, it may be covered under warranty 3.
Depending on the time between the original installation and the service
request, it may be covered under warranty 4. Email the Service Request form to
installation@custombrandsgroup.com
Requesting a service for existing shutters 1. Fill out the service request
form with all applicable information a. Order Information b. Dealer
Information c. Consumer Information d. Attachments e. Type of Product f. Type
of Operating System g. Window Location h. Explanation of Issue 2. A service
charge is applicable along with cost of any parts required to conduct the
service 3. Email the Service Request form to
installation@custombrandsgroup.com
General
1. The installer will double check when issues arise to ensure we can rectify
the issue in one trip a. General miscommunication and human error can result
in additional errors unintentionally
2. The installer will ensure to not place blame on any installers or the
dealer to reduce further conflict 3. The installer will always try to fix the
issue on site prior to submitting a service request
a. Doing additional work on site may be required to complete a job b. Making
alterations to the product may be required to complete a job c. Trying to
avoid a return trip due to service will increase consumer satisfaction 4. The
installer will try to use materials from the work vehicle in order to complete
a job
28
Installer Basic Protocols
.
Clothing 1. Installation Experts shirts and hats are provided and must be worn
for work 2. Hats are optional to wear, but if worn it must be an Installation
Experts hat 3. Work Pants / Shorts must be worn in colour options – Black,
Blue or Khaki (NO JEANS) 4. Indoor footwear must be worn inside all
appointments for health and safety
Hygiene 1. General hygiene practise is required 2. Facial hair – Groomed
beards or clean shaven 3. Hands / Nails – Clean and trimmed 4. Deodorant /
Antiperspirants – Required to prevent any body odour 5. Smokers no smoking
on consumer’s property or in work vehicles. Refresh with hand sanitizer /
breath mint before returning into the consumer’s home
Tools / Equipment 1. Each vehicle must have the tools required to perform
their duties based on their position at all times for all services including
Check Measures, Installations and Service Calls 2. If a tool or equipment
Tools and equipment inventory checklist is provided and reviewed weekly. The
checklist is presented to the installation coordinator to be replenished 3.
Tools and iPad must be brought into the receiving area nightly before leaving
Parts & Tools 1. Each vehicle must have additional parts or required tools to
perform their duties 2. Parts inventory checklist is provided and updated as
stock is depleted a. The checklist is presented to the Installation Manager to
be ordered for replenishment b. The approved tools checklist indicates brand
and approximate price for tools to be pre-approved prior to purchase with an
employee purchase card
Vehicle 1. Prior to leaving in the morning, the installers are required to
insure their vehicle is safe 2. A vehicle inspection checklist is to be filled
out by the installer driving the vehicle a. These sheets are gathered weekly
and placed into a vehicle binder 3. The vehicle should be filled up prior to
returning everyday if tank under ½ full
Employee Hours 1. Start time is 7:30 AM daily, until the day is completed. 2.
Start time is defined as punched in and at the vehicle or loading area and
ready to leave for the day 3. The day is completed after the installer’s tool
bag and iPad are put into the receiving area. Depending on time and situation,
it is ideal to load the work vehicle for the following day the night prior
Scripts and Processes 1. All scripts and processes are to be followed until
otherwise changed. Changes can be made by making suggestions to the
installation department for review 2. Courtesy calls are to be made in the
morning to all jobs for the work day
29
Assigned Installers 1. The installer that is assigned to the job on the iPad
is deemed to be the head installer for the job site, regardless of installer’s
title or seniority. It is always the job of all personnel to make sure
everyone is following the protocols and continuously learning & teaching
Washrooms 1. Minimize the usage of washroom visits at the consumer’s home 2.
Where appointments are short, pre (en route to call) and after (en route to
next call) appointment planning should be made to visit area hotels, gas
stations, fast food locations etc. 3. Where excessive time may be required in
the washroom, an alternative plan may be made to step out of the appointment
4. If using the homeowners washroom, always ask permission
Cell Phone Voice Mail 1. All installer voicemails are the same to create
consistency 2. The voicemails read “You have reached an Installation Experts
mobile number. For immediate service please contact our office at
1-866-211-9990 again that is
1-866-211-9990”
Phone Call Scripts
Courtesy call scripts are to change between singular and plural punctuations
based on installer quantity
Courtesy Call – First Call Good Morning, this is the installer’s for (DEALER
NAME), how are you this morning. We are calling to let you know that we are
making our way towards you for the (Check Measure / Installation / Service)
this morning. We should be arriving in about “X” to “X” minutes depending on
traffic, see you shortly. (Add time to GPS time based on distance, location
and possible traffic)
Courtesy Call – Second Call or After Good Morning, this is the installer’s for
(DEALER NAME), how are you this morning. This is just a courtesy call in
regards to the (Check Measure / Installation / Service) we have for you this
(Morning / Afternoon) We should be arriving to you between “X” and “X”, but we
will give you another call later on when we are making our way towards you.
(Estimated time should be roughly 1 Hour before and 1 Hour after scheduled
time, depending on distance, location and possible traffic)
En Route Call Hello, this is the installer’s for (DEALER NAME) calling again
We are just calling to let you know that we are making our way towards you for
the (Check Measure / Installation / Service) We should be arriving in about
“X” to “X” minutes depending on traffic, see you shortly.
If a voicemail is left, the current time that the message is recorded will be
announced
Hello, this is the installer’s for (DEALER NAME) calling again We are just
calling to let you know that we are making our way towards you for the (Check
Measure / Installation / Service) The time is currently “X:XX”, and we should
be arriving in about “X” to “X” minutes depending on traffic, see you shortly.
(Add time to GPS time based on distance, location and possible traffic)
30
Check Measure
On Site Script
Pre Check Measure Hello, my name is __ and this is __ We are here to make sure what was requested will operate and function properly We will check over each window and if we have any questions we will go through them at the end with you There might be some alternative choices we will have to go through, and everything will be noted for the dealer If there are any changes in price, pricing is only discussed with the dealer
Post Check Measure 1. If there are existing window coverings in the openings, the installer will discuss if the consumer is going to take them down prior to installation, or if they require our services to take down at the time of the installation 2. If there is any large furniture in rooms that are obstructing the windows, the installer will advise the consumer that at least 3 feet of space is required for the installation for those rooms 3. The installer will inform the consumer that once the product has been received, they will be contacted to book the installation date a. If the consumer inquires about turn around time, the installer will advise the consumer to keep in contact with the consumer for a narrowed down time
Installation
Pre Installation Hello, my name is __ and this is __ We will
start by bringing all the product into the home, are we okay to keep the door
open for a short period while this is done? Once everything is inside we will
unpackage the product and sort it all to their respective rooms We typically
start the installation from upstairs and work our way downstairs if that works
with you Once the installation is complete, we will walk you through all of
the operations and warranty for the products We do not take garbage or
cardboard but we will cut all the cardboard down and compile all garbage
neatly for your disposal, where would you like us to palace all of this for
you?
Post Installation 1. The installer will review the product and warranty with the consumer a. Louver and panel operation of shutters b. Maintenance and cleaning of shutters c. General warranty information of shutters d. Blind operation / Cordless and motorized e. How to charge motorized product f. How to use motorized remotes
Service
Hello, my name is __ and this is __ Depending on what the
service is for will determine the script The installer will go through what
they will be doing at the service to the consumer Once the installer is
complete the service, they will go through what they have done with the
consumer
31
Warranty
.
Shutters
25 Year Warranty on Shutter Frame and Shutter Panel for UltraSatin® The
Manufacturer warrants Eclipse Shutters (collectively or individually,) the
“Shutters” against such defects in material that might result in blistering,
peeling, flaking, corroding, and fading of the shutter frame or panel members
for a period of twenty-five (25) years from the date of installation. This
Limited Warranty on the Vinyl frame and Vinyl panels shall remain in effect
only if normal cleaning practices are followed periodically (see section
entitled “Maintenance and Cleaning”).
5 Year Warranty on Hardware Eclipse Shutters warrants that the hardware will remain in good operational condition for a period of five (5) years from the date of purchase.
5 Year Warranty on Shutter Motorization Eclipse Shutters warrants that the motorization components will remain in good operational condition for a period of five (5) years from the date of purchase.
General Conditions The Original Owner of the premises at which the Shutters are installed (the “Owner”) is entitled to this Limited Warranty. To the maximum extent permitted by applicable law, this Limited Warranty is the only warranty applicable to the Shutters and excludes all other expressed or implied warranties, whether statutory or otherwise. No person is authorized to give any further representation or warranty or assume any further obligation with respect to Shutters.
1. Product Use This Limited Warranty applies only in respect to Shutters used strictly for the purpose for which they were intended, as interior window coverings in residential dwellings. Shutters are intended to provide light control only, and may have light lines of varying sizes between louvers. Shutters are neither intended nor guaranteed to provide blackout conditions when closed.
2. Limited Warranty Limitations Eclipse Shutter’s liability is limited solely and exclusively to repair or replacement, at the option of Eclipse Shutters and under no circumstances will Eclipse Shutters be liable for incidental or consequential charges such as, but not limited to, labour costs for any purpose, inconvenience, damage or injury to persons or to property, or any other expense.
3. Replacement Parts or Repairs Eclipse Shutters reserves the right to discontinue or change any Shutter as currently manufactured. If an exact replacement part is not available, Eclipse Shutters reserves the right to substitute parts of equal quality at its sole option.
Excluded from Limited Warranty Coverage The following are excluded from coverage under this Limited Warranty:
a. Any defect, malfunction, or failure to perform which has occurred because
of unreasonable use, improper application, or failure to perform reasonable or
necessary maintenance.
b. Any damage to the Shutters or components of the Shutters caused by
settlement or structural defects of the building in which they are installed.
c. Any damage caused by wind, hail, lighting, or other acts of God,
intentional acts, accidents, negligence, or exposure to harmful chemicals or
pollutants.
d. Damage caused by improper handling or installing.
32
e. Damage to any Shutter which has been repaired or modified or attempted to
have been repaired or modified by any person other than a duly authorized
representative of Custom Brands Group
f. Damage resulting from Shutters which are light controlling but not
blackout. g. Shutter panels made without divider rails or which are too wide
or too high (Divider rail required at 66″ height, 2
divider rails required at 96″ height). h. Distortion of the Shutters caused by
the louvers being closed tight without airflow or the use of other window
coverings in front of or behind the shutters. PVC distortion can occur at
140oF or 60oC; Shutters should be installed at least 3 feet away from direct
heaters. i. Any build-up on the Shutters caused by static electricity. Certain
homes are more susceptible to static charges so under some circumstances a
static charge in the home may attract dust, soot from candles or soot from
kerosene lamps to any PVC surface causing it to appear dirty. The resulting
film can simply be cleaned from the shutter using a manufacturing recommended
cleaning product. j. Any residue on the Shutters resulting from air fresheners
placed directly under the shutters.
Effective Date of Limited Warranty This Limited Warranty will take effect from
the date that the installation of the Shutters is completed at the premises.
Maintenance and Cleaning Vinyl materials require little maintenance. However,
surfaces may become dirty. Normal maintenance requires washing with mild soap
and water using a soft cloth. For difficult to remove dirt and stains, water-
based household cleaners can be used. Chlorine-based cleaners or other
cleaners containing organic solvents could affect the surface appearance and
durability of the Shutters.
Procedure and Conditions of Limited Warranty Remedy Repairs are done at the
Eclipse Shutters facility. Shutters must be transported to an Eclipse Shutters
fabricator. Eclipse Shutters will not be responsible for any costs incurred in
transporting Shutters to and from the fabrication facility.
In the event that Eclipse Shutters’s obligation under this Limited Warranty is
sought, the Owner must notify the Dealer with the following:
Name and address of the Owner. Date of installation. Copy of original payment
receipt. A brief description of the defect.
If the Dealer determines that the defect should be covered by this Limited
Warranty, the Owner may, at their expense, arrange for delivery of the
Shutters to the Dealer and in turn to the Eclipse Shutters facility for
repairs. Upon inspection, Eclipse Shutters will determine whether the defect
is covered by the Limited Warranty. If the defect is covered by the Limited
Warranty, the product will be repaired or replaced at the discretion of
Eclipse Shutters. If the defect is not covered by the limited warranty,
Eclipse Shutters will inform the Dealer of costs and options related to the
defect. Dealer Authorization is required before Eclipse Shutters will repair,
modify, or replace a product not covered by the terms of this Limited
Warranty. Any cost or charges will be billed to the Dealer. The Dealer will be
responsible to collect these charges from the Warranty Holder.
33
Blinds
LIMITED LIFETIME PRODUCT WARRANTY
This Limited Lifetime Product Warranty extends to the original retail
purchaser of Custom Brands Group window covering products which were properly
installed and maintained as per our installation instructions and not modified
in any way. We will repair or replace, at our option, a defective product
after it is returned to Custom Brands Group or one of our dealers.
Natural materials, especially wood, can have a tendency to warp when exposed
to the elements. This is considered normal wear and tear and is not covered by
this warranty.
Repairs and replacements will be made with like or similar parts or products.
We will do our best to match the repair or replacement with similar parts or
products, but colours may vary and we cannot guarantee an exact match from
previous purchases or to other non-defective existing products, even if they
are in or near the same opening. If the product, part/component, or operating
system has been discontinued, we will repair or replace only the defective
product with the most similar alternative available at the time of repair or
replacement.
WHAT IS COVERED
This warranty covers our products for defects in materials, mechanisms,
workmanship, and failure to operate for as long as the original retail
purchaser owns the product (unless shorter periods are provided in the chart
below)
All internal mechanisms, components, and brackets Fabric delamination Custom
Brands Group will provide a return shipping label for goods less than 12
months old.
Product / Component
Period of Coverage
(from date of purchase)
All operational cords, ladders and tapes
7 Years
Motorization components and accessories* (batteries not included)
5 Years
Exterior Roller Shades
5 Years
Specialty Shapes
1 Year
Shutters**
25 Years
*All motorized parts must be purchased from Custom Brands Group to be covered by our warranty
**Refer to Grandeur® and Eclipse® written warranties for specific limitations
WHAT IS NOT COVERED
Any conditions caused by normal wear and tear on the product. Abuse,
accidents, misuse, or alterations to the product. Exposure to the elements
(sunlight, salt air, wind, water/moisture, high humidity, or corrosive
materials) which may
cause discoloration, fading, cracking, shrinking, stretching, or warping over
time. Failure to follow our instructions with respect to measurement, proper
installation, cleaning, operation of the product,
or maintenance. Labour costs associated with removal and reinstallation.
Shipments will be at the purchaser’s expense for all goods more than 12 months
old.
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To Obtain Warranty Service: Contact your original dealer (place of purchase)
for warranty assistance. If you are not the original owner, and therefore not
covered by this warranty, contact your local dealer for assistance. There will
be costs associated with the repair or replacement. Contact Custom Brands
Group Canada at 800-387-2879 for
technical support, availability of parts, for assistance in obtaining warranty
service, or for further explanation of our warranty.
NOTE: You may have different or additional rights under provincial or
territorial law. Except where provincial or territorial law will not be liable
to refund any amount paid by the purchaser to the Custom Brands Group Canada
dealer; and will not be liable or responsible for any economic loss, expense
or fee, damage to property, personal injury, or any other damage or injury of
any kind, including punitive damages, (whether or not suffered by the
purchaser or other persons) arising out of or related to the design,
manufacture, fabrication, distribution, purchase, installation, use, repair or
replacement of the product. The limitations of liability in this Limited
Lifetime Product Warranty shall apply regardless of whether Custom Brands
Group Canada or its dealers have breached a warranty or condition of sale,
have been negligent in any way, or have committed any other wrong, whatsoever,
except as a result of gross negligence or gross recklessness.
Different warranty periods and terms apply for commercial products and
applications.
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References
- 2013 ABCA 96 (CanLII) | Vargo v. Hughes | CanLII
- Centers for Disease Control and Prevention
- Dampness and Mold in Buildings | NIOSH | CDC
- EACC - Environmental Abatement Council of Canada - Canadian Chapter of the EIA | Environmental Abatement Council of Canada
- U.S. Environmental Protection Agency | US EPA
- Mold | US EPA
- Welcome to the Health Canada Web site | Bienvenue au site Web de Santé Canada
- Mould - Canada.ca
- Law Document English View | Ontario.ca
- Law Document English View | Ontario.ca
- Law Document English View | Ontario.ca
- Constructor guideline | ontario.ca
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