First off I have to say the windows I have from th...

First off I have to say the windows I have from them I have no complaints. They are clear, and they open. Not much else to say.

I've heard of taking your business online, but these guys take it to the next level. Twice I've called for two separate issues (service and parts) and both times I was told that the issue couldn't be handled over the phone, I needed to send them an email instead.

I have a patio door that the handles keep breaking, I need replacement handles. I called for the parts and was told I had to send an email to their sales department. This was done. Later I figured I'd call back and just have someone come out and have a look to make sure the door was installed correctly. Same thing, to request service, I must send an email.

Sales 101, when the customer wants to spend money take it from them!
One in the hand is always better than two in the bush, unless they don't want to deal with me and that is their polite way of brushing me off. Emails have been sent, we will see.

Update: Guess what, I got a call today to setup service. The first thing the nice lady asked was all the information that was already on the online form! :) And to think of all the time she could've saved by just taking the information when we were on the phone the first time. Their system is broken.

UPDATE: A tech came out to fix the doors. Showcase replaced the door handles for free. However, when it was time to finish up the tech said I owed him over $300 "For his time and materials since he is a subcontractor." Cash or check only. None of this was explained upfront and seemed dodgy so I called Showcase. They were nice enough to release the tech without the $300.

Honestly speaking, I guess I'm happy with the doors, they open/close, keep the elements out, and look nice. The problem is the company process is broken all over. Very odd, inefficient, and unclear procedures.