In a world of rising costs and shrinking margins, window and door installers need a supply partner they can rely on. Renowned for its customer-first approach, Universal Trade Frames is putting its money where its mouth is, with a bold new initiative.

From the skills shortage to tightening regulations and increased labour costs, installation companies are arguably under more pressure than ever before. And with consumer expectations on the rise, one false move can severely impact a company’s reputation.

Against this backdrop, a trusted and reliable supply partner is key for any reputable window and door installer, as Richard Hammond, Sales Director at Universal Trade Frames, explains:

“Confidence in the supply chain has always been key, but especially so in the current climate,” he says.

“Today’s homeowners expect perfection, and installers often find themselves in the firing line if something goes wrong. We’re keen to demonstrate that Universal Trade Frames is a partner that won’t let you down.”

No-nonsense initiative

With this in mind, the Shrewsbury-based fabricator has introduced ‘If It’s Faulty, It’s Free’, a market-leading guarantee scheme applicable across its full range of PVC-U windows and doors, including the Residence Collection.

The no-nonsense initiative offers a direct product replacement on any item with a confirmed manufacturing fault, reported prior to installation.

Covering issues such as irreparable surface finish defects, dimensional inaccuracies and other problems that prevent installation, all claims will be assessed by Universal’s Quality Control team. Faults must be reported within two working days of delivery and identified before installation begins to qualify for a replacement as part of the guarantee, but it doesn’t stop there.

Recognising the inconvenience caused by a faulty product, Universal has also pledged to reimburse the customer, in full, for the faulty item on their next order.

“Faulty products can be a major headache for installers,” explains Richard. “For a start, they cause disruption and waste time, and we all know time is money. Additionally, installers face added risk to their reputation, which can be very damaging, especially in the age of social media and online reviews.

“This guarantee shows that we are extremely confident in the high quality of our products. So much so, that on the rare occasion an item falls short of our impeccable standards, we will replace it and refund you the cost of the item, no quibbles.”

Raising the bar for customer support

This straightforward approach to fault resolution is part of Universal’s wider effort to make life easier for its customers, with a simplified, single-source supply model that boosts reliability and minimises site disruption.

Backed by an impressive On Time in Full (OTIF) delivery score of 98%+ and a dedicated quality control process, including hand finishing on premium products, the fabricator sees customer support as a problem solver, not a problem creator.

“We don’t just talk the talk when it comes to good customer service, we walk the walk,” adds Richard. “‘If It’s Faulty, It’s Free’ aims to reinforce our culture of confidence and trust and reduce risk for installers battling the everyday challenges of the modern window and door market.

“We hope it will give them peace of mind that we’ve got their back, especially when things go wrong.”