What should I ask about a window shop’s callbacks for seal failures?

Request the callback log, or rebuild one from service tickets, supplier credits and customer emails. A shop without any record is a risk in itself, because you cannot tell whether the problem is rare or routine.

Sort callbacks by product line, supplier, installer and season of install. Clusters tell you where the cause sits. If one supplier’s units fail more often, ask how the supplier has responded and whether credits arrived promptly.

Ask what the shop does when a unit fails: who visits, how fast, what the customer is told and what it costs the shop in labour. Some shops absorb these visits without tracking them. Ask about unresolved complaints and anyone who has threatened action. Your lawyer can tell you how to handle responsibility for work done before closing, and your insurer can explain what coverage applies to past installs. Think about the future, too. Ask the owner what the shop would do about a bad batch of units from a supplier, and how it has handled past ones. A good answer names the supplier contact, the steps taken and the outcome. A vague answer suggests the next one will be messy. Keep notes of what you hear, because they help you decide whether to ask for protections in the purchase agreement.

Key takeaways

• Ask for a callback log sorted by product, supplier and installer.
• Check what suppliers actually paid toward failed units.
• Settle responsibility for pre-closing installs in the agreement.