As a retailer I assure you, things that should be picked up in quality control are not.
Things that shouldn’t happen such as glass designs on entrance doors, shouldn’t happen but they do and have.
Installers with “experience” can also let you down badly or new teams brought in and are not what you think they are.
Issues with installation will also occur and retailers are not exempt from making mistakes. You can plan everything in and have everything organised (you think) but one oversight can cause untold heartache for the retailer/supplier but more so the client.
We (retailers) are not perfect and whether you rely on sub contract teams or in house teams, you can still be let down badly.
The biggest issue is the timescales and when the factory do get things wrong, it’s generally put through the system again and standard timescales. They don’t tend to work with “high priority” because of errors.
Generally speaking, trims are usually supplied from the manufacturer and should be in the order. Internorms ordering/quotation system “used to” require a hell of a lot of manual input for every aspect resulting in human error. Some things can be left out or behind in the quotation/order process/packaging.
Window cills are usually ordered from one company in the UK when dealing with Internorm. They also supply trims/flashings and custom flashings to wrap corner posts etc.
Other suppliers will order these from Germany/Austria or both.
1st window partner basically means approved by Internorm and have gone through the 1st window partner customer care program. All Internorm retailers are approved or they wouldn’t be able to retail the product.
Bottom line, the manufacturers are not saints and it’s not always the retailer. I’ve had many a heated discussion with the factory. I’ve also had many an earful from clients (and rightly so) because we have been at fault.
It’s how the retailers deal with things, we might not be fast and outwith our control but standing firm and taken ownership is what it’s about and not walking away (whether you still retail for them of not) speaks volumes in my view.