Reynaers at Home recommended an incompetent, unprofessional and disreputable partner, Melayway Glass Associates (MGA) to install high-end windows.
MGA lack totally project management and communication skills as well as professional respectability, having changed the jointly agreed payment terms unilaterally prior to installation.
MGA have failed me appallingly, the end user, for the past 6 months: 2-month delay in installation at a cost, faulty installation of a product (water infiltration, etc.) that does not meet the required specifications (door installed the wrong way round, handle/lock missing, wrong coating, etc.). 3 months after installation I have no planned deadlines for completion and resolution of the many issues.
I involved Reynaers at the time of the first delays, since MGA is their preferred partner. My request for Reynaers to fix the broken process, take over the lead in the project and bring it to completion has been ignored. Reynaers have left Melayway Glass in charge of the project and the relationship, despite a history of abysmal management.
Despite writing the UK Managing Director and CEO of the company, asking them to make a difference and favourably influence the disastrous course of my project, no progress has been made. I received a letter, in hindsight full of empty words and promises, from the UK Sales Director. A Reynaers engineer came at the end of January, confirmed the installation flaws and wrote a report. But that's it.
It seems there is no limit to how poor my customer experience can be, I am shocked that I am being treated with such contempt by both Reynaers at Home and Melayway Glass Associates.