What comes to your mind when you hear the phrase “after-sales service”? Most people probably think about problems such as damaged products, transport issues or warranty claims. At Fenbro, we see after-sales support as ongoing, valuable contact with your dedicated Sales Specialist, even after your order is finalised. In this article, we take a closer look at what you can expect from our after-sales support and where its scope naturally ends. Read on to see how it works in practice!
What happens after you make a payment?
Let’s be honest: once you transfer a significant amount of money for made-to-measure windows or doors, it’s completely natural to start wondering what happens next. When will production start? Will someone keep you updated? When should you prepare for delivery or installation? These are questions almost every customer asks, and rightly so.
At Fenbro, once your payment is confirmed, your order is officially secured and moves into the processing stage. This means all key details are already agreed and locked in – including product specifications, dimensions, glazing options, colours, quantities, pricing and delivery arrangements. At this point, production planning begins and you receive a clear timeline showing the expected production completion, dispatch and delivery dates. You can also read more about project planning and possible order changes in our dedicated article. If you have chosen an installation with independent fitting teams, their agreement and scheduling are handled separately, so you always know who is responsible for each stage.
Do you want to know what happens before this stage and how our sales process works from start to finish? Check this guide about the Fenbro 7-step sales process.
How do we support you during production, delivery and after arrival?
During production, our Sales Representatives keep you regularly informed about the progress of your order. You are not left guessing or chasing updates – instead, you receive clear information about what stage your products are at and what to expect next. When your order is ready, we organise safe, fully insured delivery directly to your location and help coordinate timing so everything runs smoothly. After delivery, you simply inspect the goods and confirm receipt through documentation, allowing the process to move forward without delays.
In practice, many customers are surprised by how closely everything follows the timeline shared weeks earlier. The products arrive when expected, fitting teams (if selected) are prepared, and the entire process feels structured and predictable. And when you are investing in your home, that kind of clarity and communication really matters.
What kind of after-sales service can you expect from Fenbro?
After-sales support is often seen as something that only applies when a product issue or warranty claim appears. However, it includes much more. Especially when it comes to custom-made windows and doors, customers typically need reassurance, technical clarification or simply confirmation that everything is working exactly as it should – even long after delivery.
At Fenbro, after-sales support is built around being available when customers need us. If a product issue appears and is related to manufacturing quality, we help guide you through the warranty process step by step. The same applies if something arrives damaged during transport or if any parts are missing – once reported within the required timeframe, our Team supports you in organising the next steps with the manufacturer or logistics partners.
Support also means helping with documentation. Customers sometimes need warranty details, product specifications or technical information months after delivery, for example when planning further renovation works, speaking with installers or preparing project documentation. In such cases, our Team helps locate the right documents and explains any technical details if needed.
It’s also common for customers to come back to us with everyday questions – about maintenance, product use or technical features. Although independent teams handle the installation, we are available to explain product details and guide you if needed. Our joinery glossary can help you better understand technical aspects.
What is not covered by Fenbro after-sales service?
While we always aim to support our customers whenever possible, it is also important to clearly explain where Fenbro’s responsibility ends. This is significantly relevant when installation, measurements or handling are carried out by third parties or outside of recommended procedures.
For instance, Fenbro warranty does not cover fitting itself. Installation is performed by independent fitting teams, who operate under their own agreements and are responsible for the quality of the work. If installation is carried out incorrectly, this may affect product performance and would not fall under product warranty. All arrangements directly related to installation (including scope of work or any installation-related concerns) should be discussed directly with the fitting team. We also recommend signing an installation agreement and a handover or completion protocol with the fitter to help protect the interests of both sides.
After-sales service also does not cover damage caused during self-installation or improper handling of the products after delivery. Made-to-measure windows and doors are precision products and require correct storage, transport on site and professional installation to perform as intended.
It is also important to remember that final measurements must be accurate. If you sent us incorrect measurements and the product doesn’t fit the opening, this is unfortunately outside the scope of product warranty. To help avoid mistakes, we recommend reading our two guides: how to measure windows and how to measure doors correctly.
Conclusion – what good after-sales service should feel like?
We totally understand that ordering Polish windows and doors is a big decision, so it is natural to expect support not only before purchase, but also long after delivery. Our Sales Specialists make sure you always know what is happening with your order and where to turn if you need help. Because for us, after-sales service is not only about solving problems. It is about making sure you feel supported, informed and confident at every stage – from the moment you place your order to the moment you enjoy your installed products.
In case you have any doubts about other things, like warranty, delivery or payments, please check our FAQ. You can also contact us directly if you have specific questions about your next project.
Frequently Asked Questions (FAQ)
What does after-sales service at Fenbro include?
After-sales service covers basically everything that happens after you place your order — including regular updates, complaint handling, missing parts and post-delivery product support. We can also help with documentation and technical product information when needed.
How does Fenbro support customers if the office is based in Poland?
Distance doesn’t matter when it comes to supporting our customers. We can answer most product questions and solve issues remotely, responding quickly through the way you prefer to communicate. Learn how working with Fenbro without a local representative works in our article covering the most common customer concerns.
What should I do if I notice an issue with my windows or doors after delivery?
Please contact our Team and let us know about the issue as soon as you can. We usually review most complaints within 3 to 4 weeks, depending on the type of problem.
Does after-sales service at Fenbro include installation?
Installation is carried out by independent fitting teams under a separate agreement, so it is not covered by Fenbro after-sales support. However, we can support communication with fitters if needed.
How long does it usually take to receive missing parts?
Once we confirm the issue, we order missing parts right away. Delivery time depends on the product’s details, such as colour and accessories.
Who should I contact if I have a question after delivery?
You can contact your dedicated Fenbro Sales Specialist using the same channels used during your order process. You can reach us by email, chat, WhatsApp, social media or phone.
