I refurbished by 27 year old flat and needed to replace and remodel several areas. On the basis of recommendation of the architect, I had decided to go in for Fenesta windows. On hindsight, I should have come here to see the reviews! My flat has three bedrooms, two with balcony, living area balcony, kitchen uitlity area and bathrooms were windows were needed.
Living area - we looked at their sliding folding window model. This was found unsuitable as they needed to install it with a 3 inch projection from the floor. This would make people trip over it and we decided against it. We debated a window on the main balcony over the existing parapet, then decided against it as their window design would cut off lot of light and air. So we decided to go with a simple two panel mosquito mesh.
In the main bedroom, we had expanded and taken in the balcony, so their window needed to have 2+3+3 panels to cover the shape of the balcony exteriour top portion and glass panel bottom portion. In the other bedroom, the existing balcony could not be taken in, so we needed two door in the centre and a window resting on a concrete partition on either side. One bedroom had a normal 3 panel window. Their design constraint meant that each window that needed a mesh meant another panel with a mesh openable inside or a separate mesh installed inside. Utility area needed a sliding window with mosquito mesh. All bathrooms needed a provision for exhaust fan with a louver arrangement for slated glass.
After several rounds of visits and talks, they finally sent me the design document. I went thru the design document in detail and sent them change/clarification which ran to two pages or more. On one of the points, I was quite clear that a two door fixing which we needed must have the RIGHT hand side opening first. They had quoted the LEFT opening first model which is unsuitable for right handers. So also, the way the mesh opens was important so that it does not tangle with the handle.
The sales person was more interested in getting the order and tried in several ways to persuade me to accept what was given in their design and that they will accommodate any changes going forward. THANKFULLY, I didnt accept that and wanted everything in writing. Finally, the order was made, but the design document was not signed off by either of us, only the email trail was there about the discussion. I was assured that it would be delivered in 25 days orally. Around 50% was taken as advance.
Their delivery took almost 40 days, and they needed full payment before delivery. On the date of delivery, they were supposed to deliver by 12 noon, then shifted to 3pm, that got shifted to 5pm. I had made several calls to remind them that our apartment does not accept delivery after 6pm, also has constraint on the use of lift(no service lift), so they should not delay beyond 3pm. Due to the delay, I needed to personally be there to ensure no screw-ups, I waited till 5:30pm. My people also waited till around 6 pm. No delivery was in sight. We left the premises.
I got a call after 6pm that they have arrived. I told them it wont be possible to deliver as apartment does not permit. They said their people will wait overnight in the truck and deliver the next day. We agreed to that. Around 8pm I get a call from the security personnel that a person was waiting to be let into the flat. I was staying almost 12 km from there and told him that we had not agreed to this arrangement. I checked with my neighbour and he also said that lot of packed material is stacked around my flat and lift area. I was sent photos of the same. The apartment security informed me that they had permitted them as they pleaded for the same. I tried to get in touch with Mana Enterprises sales person, they did not take my call. I sent an email with photos as attachment and a disclaimer saying that I am not responsible for any missing/damaged items and that they will need to provide the same at their cost or face legal action. I also refused to sign any delivery completion document the next day.
They then started their installation which went off very smoothly by and large. I then observed that the door had a LEFT OPENING handle, not the RIGHT OPENING one that I had asked for. I called up Mana Enterprises and also installation person. They said they will look into it, verify the order, check with sales and revert.
I tried to register this in their service website. The website took me on a merry-go-round and finally came back refusing to accept my complaint. Sales and installation team kept pointing at each other. My surmise is that sales team DID NOT put in my changes in the design document when they made the final order. Both were trying to see if I can be persuaded to accept.
Very surprisingly, my architect, who was privy to all the design exchanges got back to me to say that I had not ordered for RIGHT OPENING window. I sent her several photos and email forwards. I then realised that it is a tactic from Fenesta asking her to try and get me to accept the order to protect her commission. I categorically refuted her tactic and she finally agreed that it was Fenesta’s mistake.
Further delay meant that the new window needed to be manufactured and sent to me. They assured it will be done in 12 days. Took more than a month. They then completed the installation. There were some more minor hiccups, some issues were noticed which has not been attended to so far. They have also not issued a installation completion and warranty certificate so far.
Overall, they delayed the whole project by close to 3 months. Looks-wise, the windows and finishing looks good, but similar stuff is available from local manufacturers also. Lot of dust gets accumulated, but can be cleaned. Their product costs more than double of local manufacturers. I will update this with my experience of their after installation service as we start living in the flat. So far, it has been very stressful and with lot of delays.
UPDATE!
I had posted this review 10 days ago after contacting their customer support for resolving pending issues. Did this on Feb 3rd 2023. Received an automated email from them saying I will receive a call within one working day and a customer executive will visit my flat. It is now 10 days since that, I have not received any call or email or visit so far. All issues are unresolved. Handover is incomplete, warranty is still pending.
I am downgrading my rating from 3 to 2 as a result of this customer disservice!
FURTHER UPDATE!
I made another call to the customer service number, informed the person who took the call that it was 10 days since my earlier call and that there was no revert from them. She gave the usual spiel, was extremely apologetic and informed me that she will revert in a couple of hours. Fortunately, this time someone actually called back. They promised to come the next day at 9:30 am. They landed up at 11:30 am, took quite a while to attend to an issue, but they persisted and completed the same. The Window is still very tight, but they have assured me that it will loosen up with constant use. Let us see.