About 5 months ago we renovated a deck and put up Azek/Premier railing. Pricey stuff but nice enough, client loved it… untillllllllllllll. I got a call 2 weeks ago that the lower railing sections were cracking. Of about (12) 8 ft sections, 4 are cracking longitudinally. Assuming this was a warantee issue I asked the yard that sold it to get a hold of the rep. Wait several days, check back… they’re surprised to hear I haven’t gotten a call, they call him again… nother few days and no hear. They call again, anddddddddddddd no call. Been a total of about 2 weeks so I call… wait a day and nothing. I call the office and speak to his boss who assures me they were discussing it just this morning (wish I had known that) and they’ll get back to me today. I get an apologetic call from the rep and he explains that there is a new policy in place and he is just getting the details. Seems I have to start with a call to Azek. I call them and am told I reallyyyyyyyyy have to start with an online request for warantee service, which then results in a warrantee claim form, which I just got.
To complete the form I need to go out to the job and take photos of the cracks (which I’m not sure I’m equipped to do) as well as the overall install. Then fill out details that are utterly meaningless in this case, such as exposure, fasteners used (theirs 😛 ), etc. Which means a wasted 1 1/2 hrs driving back and forth and a client who’s getting more agitated by the day. Maybe it’s me (and feel free to chime in if it is) but I had proposed to the rep something utterly simple like “send me 4 lower railing sections, I will bring in the defective ones and exchange them, OK?” I’m semi reading between the lines but the impression I get is that there were some substandard shipments released as Azek was buying out Premier and it’s a game of hot potato as to who is responsible.
The distributor has offered to sell them to me at cost just to end this, and frankly I’m tempted to just do it and keep the client happy…
Opinions?
Replies
Yep, buy them at cost to make the client happy and deal with the sh!d later as it comes.
Paul, I had a similar experience about 2 1/2 years ago when they were still just Premier. I had about 8 of 12 bottom rails split, after about 5-6 months. I called my sales guy at the supply house who had me take some pictures. I emailed them to him and he passed them on to the Premier rep who authorized free replacement right then. I did get to replace them on my dime though. Client happy and got a referral a while later.
Come to think of it, I think that they has just become Premier from 'Crystal White'.
Good luck, Kimball
We've been getting bids on putting up a railing and deck when redoing our flat roof walk-out deck. One bid that we're very interested in is with a guy at our local lumber yard, who would do the labor and we would purchase the materials directly from the lumber yard. Problem is, they don't carry Azek and we were set on having the Azek Trademark. Instead, they only offer the Trex Transcend Railing.
Azek trim
Azek Rail Problems
Hi Paul,
Had same problem installed last year, been going round and round with the installer and Azek Rep who all use the same wording that you described: "surprise"at every conversation. Azek closed my claim but no communication as to how it was dispositioned. Installer keeps avoiding me and Azek no longer responds. So no wonder there are class action suits in New Jersy and forming in Massachusetts now. Calims people are trained to not know anything and that it is up to the customer to correct the problem. Also supplied photos of separation and cracking of bottom and top covers. Why is the product still on the market and, and installers must know they are selling deficient material, would they not? I just want cost-free repair, so far......
Thanks,
Werner
Azek Rail Issue
Hi Werner,
I have a 2 year old project on the water loaded with Azek Premier rail on the exterior of the home. It is all failing. Azek has agreed to send me all new material. Considering they have not provided me with a valid reason for the fialure, why would I install it again. What are your thoughts?