Our experience is similar to Ian in Scarborough ,We ordered an additional cupboard for our kitchen to match the cupboards that canlik had refaced .We were very happy with the job that was done on the refacing.Not so with the cupboard [pantry] we ordered.The hinges were put on the wrong side making it very difficult to open the doors .When I spoke to Pauline I told her what had happened with very little response from her .We were having company coming and I was rushing and I asked her to at least us some knobs so we could at least open the doors.I also thought the knobs were included in the price quoted .She told me there would be a cost for the knobs plus mailing..That is when thins started to go downhill .I stated i could not believe what she was telling me .The doors were very difficult to open due to the misplacement of the hinges .No compensation was offered for their mistake .Just a weak apology . I spoke with a cabinet maker and he thought it was unacceptable on Caliks part to expect us to be satisfied with this .We ended up paying for a custom cupboard and we did not get it .The final word after having many conservations with both PAULINE andGLORIA no financial compensation will be given .We can remove the doors and take them back to them and wait another 3or 4 weeks for new doors to be made up.My question is why can you not order the new doors and we will return the other ones when the correct order comes in. I explained that we are having company and it will be an eyesore .Paulines reply was that is not our policy.My advice to anyone dealing with this company is read the fine print before you sign the contract.The discussions you have on the telephone are misleading .Have a pen and paper handy.Your conservations on the telephone when voicing a complaint will be taken out of context.Choose your words carefully.
- Approximate cost of services:
- $743.00
- Company Response
There are similarity between Ian’s case and this case. The main question is “why both customers were very happy with the jobs that fully performed by Canlik but were unhappy when they simply purchased the materials from Canlik and try to install by themselves?
We can find the answer by looking at the concept of ”DIY” and the acceptance of a common “Company Return Policy”.
A.Concept of "DIY" vs "Turn Key Solution”
DIY stands for “Do It Yourself” solution as oppose to “Turn Key “Solution. The main factors that make the difference are the intensity of “project management” and the level of ”product knowledge”.
Project Management
Project management plays the crucial role of smooth installations. DIY customers must not overlook the intensity in planning the projects. In this case, it is customer’s responsibility to prepare all parts and fixtures for the installation. One must not assume the suppliers to provide knobs when ordering just the doors. If knobs are needed, place an order. Since it is a DIY project, the supplier does not know the situation and has no idea if customer wants to re-use existing knobs or want to purchase new knobs of particular style to fit the new doors.
Product Knowledge
Customers who choose DIY must master certain level of related product knowledge and how to install them. Otherwise he/she may face difficulty to handle technical challenges that may have faced in the installation stage. In the other hand, certain issues are very easy to address if he/she just knows how to do it. In this case, customer must understand that there is no “Left” or “Right” for doors in square profile. A “Right” square door has hinges in the right hand side becomes a “Left” door after being turned 180 degree. In other words, there is no “Right” or “Left” door for square profile doors. With this fact, complaint about square profile doors being “wrong side” should never happen in normal situation.
Return Policy
Customer also complaints about Canlik’s return policy. It is a common and widely accepted policy that customer must return the product for a replacement. Just quote an example, if a pair of wrong size shoes needed to be returned, one has to hand in the shoes and ask for a new pair. If the size is not available, one must leave the shoes and wait for the new shoes to come. Customers cannot argue that they need the shoes and request to keep using it when waiting.
Canlik’s effort to address the issue(s)
Having said all that, in order to keep good customer relationship, Canlik had provided FREE knobs of customer’s choice (even the item was not in the contract). Canlik had also agreed to replace the new doors FREE to customer (even it was customers who installed the knobs on the wrong side). In other words, customer already had what she asked for, the free knobs and will have the new doors free if he/she willing to show a little respect to our company return policy, which we think is not unreasonable.
The Fine Prints
Lastly, our contracts have no fine prints. All sentences are in same fond and size. The misunderstanding is mainly caused by the different perception on “DIY”, not the contract.
Conclusion
It is not a big order ($743 + HST), a little respect and understanding would make a happy ending. Unfortunately, situation did not end up as we want.