[bumper]

I had patio windows fitted when i came home i could see some scratches on them,so they replaced them,  when the lad was there i said what the f--k to the lad  who just fitted them they are worse than the other windows look theres a big scratch down this window so they came back and changed them again till i was happy,most probably
 you have not scratched them.ps they sent a bloke down who makes the glass to have a  look.

[dazmond]

did you soap up the window before using the scraper and was it a new blade?its essential you do these things if you use a scraper to take glue off the window.

its a hard one to prove.if you defo didnt think you scratched the window.stand your ground.

[Caleb Morley]

I made sure the blade and glass was wet but wasnt soapy water. Blade wasnt brand new.

All part of the learning process I guess.

Really hope it can be repaired with a DIY kit rather than having to shell loads out on a company to repair or replace it

[L.Doubtfire - The Blade Runner]

Hi Caleb,how are you getting along with this scratched glass
Claim,any further news yet ?


Lewis  Doubtfire

[VSP Home Care]

I worked in the double glazing game for a while and can't say I ever managed to scratch anything with a blade, dry or wet.  Its a crap situation to be in but its good to see how your dealing with it mate.

Post a pic of the scratch if you can, it might also be worth you posting a thread on www.detailingworld.co.uk its a car detailing site obviously, but there are lots of chaps on there that might be able to polish this out for you if it's not too deep.  There might even be someone in your area if your lucky.

Has to be worth a try if the customer is a reasonable chap.

[bobby p]

I worked in the double glazing game for a while and can't say I ever managed to scratch anything with a blade, dry or wet.  Its a crap situation to be in but its good to see how your dealing with it mate.

Post a pic of the scratch if you can, it might also be worth you posting a thread on www.detailingworld.co.uk its a car detailing site obviously, but there are lots of chaps on there that might be able to polish this out for you if it's not too deep.  There might even be someone in your area if your lucky.

Has to be worth a try if the customer is a reasonable chap.

heya there matey  hows it going??

[Caleb Morley]

Latest news is that I'm seeing a friend who is a builder tomorrow who has polished scratches out of glass to get his opinion.

I bumped into an Anglian double glazing installer while out cleaning today so thought id go and have a chat with him. I showed him my scraper and he said there was no way Ive scratched  it with that. I even told him the exact type of glass as the customer has told me this.

When I got home tonight I tried to scratch the glass on one of the windows at the back of our garage with my scraper. I couldnt scratch the glass even when trying. Just dont think ive done it. Im sure i would have noticed if i did.

Its a right mess.

Cheers,

Caleb

[matthewprice]

done loads of builders cleans used scrapers on all and have never scratched any ,only time i had any probs was with self cleaning glass which seems to mark very easily,

[rosskesava]

One thing worth pointing out to the customer is that window cleaning scrapers have been in use and sold by companies such as Unger for donkeys years. Do they really think these companies would still be selling scrapers if they scratched glass? These scrapers are made for the purpose of removing 'things' from glass without scratching. Anyway, if they did scratch glass, they wouldn't be on the market because the companies would be liable for selling an item that is not fit for purpose.

I had similar with a customer a few years ago which was also to do with a new conservatory. After quite a few accusations and demands that I replace a large double glazed unit, I bought a small pane of safety glass and gave my scraper to the customer and asked him to try and scratch the glass with it.

After about 10 minutes of trying he handed me back the scraper and walked off. I lost a customer but he dropped his claim that I should fork out money for something I hadn't done.

Because the customer pee'd me off something serious, I send him a bill for the cost of me having to buy a small bit of glass, plus my time, just to prove I was innocent. He never sent a cheque but I made my point.

[Crystal-clear]

Take a look at it if you are 100% you did not scratch it , she will need to prove that you did , depending on your cover i do believe your insurance will fight her claim should she make one.

if you feel you did do it then sort it out!,

i had this before i think everyone has had this at least once , i was using brush and pure water , showed her the soft brush she still felt it did it, but she also had marks on the inside of her glass in the same places on the outside and she had a cat....

it sounded like she wanted to pull a fast one we spent an hour looking at all her windows , i refused to accept liability after 7 months she saw me in the street apologized etc , asked me to clean her windows again....

[L.Doubtfire - The Blade Runner]

Andrew,sure,scrapers won`t scratch a clean new piece of glass,neither
Will a WFP brush or strip washer.It`s the layer of dirt,grime,grit that
Is on the glass to start with.Why are you cleaning the window,???
Because it`s dirty !
What is dirty,? How longs a piece of string. ! If your certain the scratches
Wer`nt there after your last clean,now they are ,,after your latest clean.
It`s a tough one I know.Replacement is the way to go rather than trying
A scratch removal system.There is a professional company in Birmingham
I think that does it.Also I`ve a video of `The Scratch Hog`system.
As I understand it it`s big business in the USA.
Sometimes depending upon how deep the scratches are,after polishing out
The glass has a `hollow effect`wear the polishing took place.
I know this is`nt helping you much,but best of luck with it.hows it progressing
Anyway. ?


Lewis  Doubtfire

P.S.  Replacement is the way to go,wether it be yourself or the customer that
Will be `picking up the tab`.

[Caleb Morley]

Hello everyone,

I wanted to give an update on what happened with this.

A builder friend of mine had a go at removing the scratch to no avail. It was looking like £180 approx to replace the glass from the conservatory company. My mate managed to find the same bit of glass from a local trade supplier for only £60. I bit the bullet and replaced the glass.

Ive kept the customer though they dont want me to clean the conservatory. Im still convinced I didnt scratch it but whatever its sorted now and im over it. Ive learnt alot from the experience too. For any new window cleaners I'd offer the following advice:

1) When taking on a new job, look at the condition of the windows. If they are heavily soiled/paticularly with cement etc inform the customer that cleaning the windows may show up scratches already there or the cement render can cause scractches when removed. That way they cant really blame you if something goes wrong.

2) If really in doubt about a job, dont take it on. Theres too much work out there to worry about one difficult job.

3) Be honest. If youve made a mistake, be honest and put it right.

4) Use soap and water when using a scraper just to be 100% safe.

5) If accused of scratching the way you respond initially has a massive impact on the result. In my case because im a new window cleaner when this customer said id scarcthed the window i assumed i must off and thus handed the power to the customer. In 99% of cases you wouldnt have done it. Be firm and explain how its virtually impossible, unless of course you did do it!

6) If you need to replace glass, get a trade price from a glass supplier not a conservatory company who will want to make big profit on it.

7) Have a glass waiver that you can ask the customer to sign if the job looks tricky. (there are a few knocking around on this forum)

Trust no one. Im convinced that my customers husband scrached the glass and has lied to his wife and me.

9) Stuff will go wrong. Dont let it get to you. It could be a scratched bit of glass or a broken garden knome, your lifes bigger than that, try not to strress.

10) If you rush jobs this can lead to more accidents, so try and find a balance between efficient working and safety.

Cheers,

Caleb

ps thanks for all the help and advice from the other posters.

[Perfect Windows]

3) Be honest. If youve made a mistake, be honest and put it right.


6) If you need to replace glass, get a trade price from a glass supplier not a conservatory company who will want to make big profit on it.

Thanks for the update - it's always good to hear the long-term outcome of stuff like this.

Point 3 is well made and one I'd agree with

Point 6 is a good one for cementing relationships with customers.  If they have a blown unit or a cracked pane, tell them this; custy saves loads of cash and you gain a lot of credibility with them.

Glad it all got fixed - customer will be singing your praises from the rooftops over the way you handled it.

Vin

[L.Doubtfire - The Blade Runner]

Perfect Windows,are you sure about that ???Caleb says he`s convinced her husband did it
Himself.If that’s true,I would`nt have thought
So,just the opposite more than likely.
This `thread`is perhaps could be a never ending
Type.
Caleb has `taken it on the chin`,things like this
Could happen to any of us at anytime.I suppose
If the complete conservertory had been covered
In scratches,well,don`t know what would have happened.
I`ve been accused of everything under the sun,apart
From scratching someones glass.There`s time yet


Lewis  Doubtfire

[sean84]

Hello everyone,

I wanted to give an update on what happened with this.

A builder friend of mine had a go at removing the scratch to no avail. It was looking like £180 approx to replace the glass from the conservatory company. My mate managed to find the same bit of glass from a local trade supplier for only £60. I bit the bullet and replaced the glass.

Ive kept the customer though they dont want me to clean the conservatory. Im still convinced I didnt scratch it but whatever its sorted now and im over it. Ive learnt alot from the experience too. For any new window cleaners I'd offer the following advice:

1) When taking on a new job, look at the condition of the windows. If they are heavily soiled/paticularly with cement etc inform the customer that cleaning the windows may show up scratches already there or the cement render can cause scractches when removed. That way they cant really blame you if something goes wrong.

2) If really in doubt about a job, dont take it on. Theres too much work out there to worry about one difficult job.

3) Be honest. If youve made a mistake, be honest and put it right.

4) Use soap and water when using a scraper just to be 100% safe.

5) If accused of scratching the way you respond initially has a massive impact on the result. In my case because im a new window cleaner when this customer said id scarcthed the window i assumed i must off and thus handed the power to the customer. In 99% of cases you wouldnt have done it. Be firm and explain how its virtually impossible, unless of course you did do it!

6) If you need to replace glass, get a trade price from a glass supplier not a conservatory company who will want to make big profit on it.

7) Have a glass waiver that you can ask the customer to sign if the job looks tricky. (there are a few knocking around on this forum)

Trust no one. Im convinced that my customers husband scrached the glass and has lied to his wife and me.

9) Stuff will go wrong. Dont let it get to you. It could be a scratched bit of glass or a broken garden knome, your lifes bigger than that, try not to strress.

10) If you rush jobs this can lead to more accidents, so try and find a balance between efficient working and safety.

Cheers,

Caleb

ps thanks for all the help and advice from the other posters.

Great advice, glad its all sorted. How long have you been window cleaning now? Where would I find a waiver?

[Caleb Morley]

I started W/C in April, so not quite a year yet. Whats your email? I'll email u the one another member sent me mate.

Cheers,

Caleb

[sean84]

I started W/C in April, so not quite a year yet. Whats your email? I'll email u the one another member sent me mate.

Cheers,

Caleb

Nice one   Will be be using this advice when I start canvassing my new round! djnibz08@hotmail.com

[morris123]

i fit conservatorys and glass is about 10 to 80 pound and may be 40 to fit it .no way £250 shop around .

[andrew tapsell]

Hi All,

Got a call from a customer this afternoon saying they have found a scratch on one of the windows of their new conservatory that I cleaned yesterday.

Im going round there to see it at 5.30pm and need some advice on how to play it. I dont think ive done it as im sure i would have noticed it yesterday. The customer is really nice though and definately not the type to make it up and try and have me over (as far as i know). They know im insured as do all my customers.

Ive tried calling polished insurance for advice on how to play it but their offices are closed. Any tips?


let us know how you get on

excess is £250 - really dont need to pay that on a claim this month.

Cheers,

Caleb

[AS Window Cleaning]

glad sorted. thanks for update and nice advice. good work and gud luck with round.