It is really hard to get help up on the land because it’s such a long drive, part of it on bumpy dirt roads. So you can imagine how we felt when Andy discovered this broken (double pane) window.
We (including Kaitlin) started phoning around, looking on the internet, trying to see if anyone would touch the project. Sierra Pacific Windows had installed the windows in 2012, so I looked on their website to see if they happened to have the correct dimensions of what we needed. (Andy had measured the window and glass, but it wouldn’t hurt to double check.) The website wasn’t set up for that, so I phoned their number.
I figured it was a longshot, but it wouldn’t hurt to try. I was gobsmacked. They actually had the order number from July 2012, and they sent me a quote to replace the glass. I signed the quote, sent it right back, and phoned to give them my credit card number for the deposit — half of the total cost. That was impressive enough, but in addition they are not charging us for the glass, just for labor and the cost of travel.
When the glass arrives at their Albuquerque warehouse they will phone to arrange a time to bring it up and install it. Things could still go wrong, of course, but even if it does I am still blown away by their attention to their customers. How different that is from so many businesses nowadays.
August 20, 2026
Now that’s a good company. You can’t beat customer service like that. Hope the rest of it goes just as smoothly
Thanks.
They actually got back to my internet request as well – fingers crossed, but I am so impressed!
I still haven’t heard about ordering the screen, but fingers crossed.
Unbelievable!!!! This company is amazing!!
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Good news
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WOW, that’s some rare actual customer service, good for them!
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Oh my goodness! What an incredible example of Customer Service.
Do y’all have any idea what might have happened to the window?
The screen also disappeared, that’s even more strange. Another of the mysteries of the universe. 🙂
…something are hard to get done these days,
Yes!
Wow.
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Yay for real people providing real service!
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Gobsmacked is the right word to use! Wow! that they keep such great records, are still in business and will drive up on your mountain to put it in. I wonder if a bird hit the glass, or just how it was broken. Maybe the heat? did they say how long to get the glass?
They didn’t say how long. And the screen has completely disappeared. I’m having more trouble ordering a screen.
Great customer service.
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I’m glad you found someone to fix it. Take care.