Andersen seems to be run like most insurance companies. The policy is to deny, deny, deny and hope you give in. We had patio door issues with a brand new Andersen door. Our installer had us call Andersen the day he installed it, so we called and were told the Andersen rep would call us right back. But after repeated calls to Andersen, they never did. Each time we called we had to go through their bogus "troubleshooting" process, which is basically a customer service rep reading out of a binder.

When we asked why we had to go through this process over and over, they said it was required. We asked if our previous responses were in the "notes" on our previous requests for help and each rep said that they were but we still had to answer the questions yet again to receive any help - even though we had received none to this point.

Funny, on the first two calls, they said it was probably a problem with the new Fibrex sliding patio door that Andersen just started carrying. But on the third call, giving the same answers to the questions, our third customer service rep said "Your door is out of level. It's my conclusion that this is a faulty install." But when we told them we had already checked the door for level on previous calls, including our original call when the installer was here and it was still level their response was "Nope. It's out of level. It's a faulty install." WHAT? This is how you "troubleshoot"? I think it's misleading to call this a "troubleshooting" process when you obviously never really intend to do anything or help anyone.

So now to have an Andersen rep come out they would need our credit card but "not to worry", they wouldn't charge us $151 if they determined that the door was defective. So we tried to get some support from Home Depot, who called Andersen. Home Depot said that to have an Andersen rep come out it would now cost $187. WOW. I need to stop calling people for help. Every time I pick up the phone the price goes up! Plus, after not really trusting the validity of the Andersen troubleshooting process and changing customer service stories would there be any way THEIR rep will be objective? At this point, it actually sounds like they are shaking me down for an additional $200. So on top of the original cost of the door (over $1, 000) I'd up paying another $200 for them to blame the installer? Funny, my installer offered to show up and meet the Andersen rep at my home anytime for free. (At least he appreciates my business.)

Who works this way? You just sold me a door that doesn't work correctly. First you promised me help and didn't deliver. Then you said you might offer come "conditional" help but it would cost me and additional $200. You've changed your story on every phone call. And now, I should give you my credit card number and you say "trust you"? I thought I ALREADY trusted you when I spent over $1, 000 with your company over every other option available to me. It's too bad you don't see it that way. And it's become rapidly apparently that my trust as a consumer was sadly misplaced.

I had already picked out new Andersen replacement windows for my entire house but I think I'll start looking for a company with local support who appreciates my business instead. Maybe if I were a builder buying 10, 000 units Andersen would care but I get the impression from customer service that I'm just one guy buying one door and customers like that aren't really worth their time. If you're an average Joe like me and want to rely on your Andersen warranty, you'll need to give them your credit card to use it. And even then, the only thing guaranteed about the entire process is that you'll be out an additional $200. That's not a warranty. That's just bad business.

Andersen, my installer recommended you as a company he's used for over 25 years. We both want to know, what the heck happened to you?