Awaiting Resolution: Updates on Replacements

Stay informed about the latest updates on replacements for NanaWall custom luxury sliding glass doors. Find out the status of the panels with vertical streaks and the ongoing communication with the company.

In these final correspondences, Zac Lerma and the team at NanaWall make it explicitly clear that they are washing their hands of the situation and passing the responsibility to someone else. In the first email, Zac acknowledges the previous replacements and expenses but shifts the blame to the customer’s cleaning service for damaging the glass, effectively stating that any further issues are no longer their concern. He flatly refuses to replace any more panels, indicating that the problem is now entirely on the customer’s side.

The second email further solidifies this attitude, as Zac directs the customer to deal with the glass company directly, handing off the problem without any further commitment from NanaWall. This response exemplifies the company’s avoidance of responsibility. Rather than owning the continued product defects or poor service, NanaWall seems more concerned with ending the customer’s complaints. Their message is clear: they are done dealing with this, and the customer is left to fend for themselves.

This series of communications underscores a complete lack of accountability on NanaWall’s part, essentially telling the customer to stop bothering them and “go deal with it yourself.” It’s a glaring example of how not to handle customer service, especially with a high-end, expensive product.