Introduction to Defective Glass Installations: Scratches and Poor Customer Support from NanaWall

When purchasing high-end glass panels for a home, one expects exceptional quality, durability, and flawless appearance. Unfortunately, my experience with NanaWall, a premium provider of custom glass panels, was marred by persistent defects—specifically, scratches that were present from the start and continued even through replacement panels. This post details my frustrating journey with defective products, makeshift fixes, and unsatisfactory customer service, highlighting the challenges homeowners can face when dealing with scratched glass installations.

Scratches: A Recurring Issue with No Resolution

Despite paying for a high-end, custom-made product, I was met with disappointment when my NanaWall panels arrived visibly scratched. These scratches were not minor scuffs; they were deep and obvious imperfections that immediately detracted from the sleek, modern look I had envisioned for my home. While it’s reasonable to expect minor wear and tear over time, discovering scratches on brand-new panels is unacceptable—especially on a product that is supposed to offer premium aesthetics and durability.

Even more frustrating, this wasn’t an isolated issue. After the initial installation, the company replaced the panels twice, and each time, the new panels arrived with the same problem—scratches that made them look aged and poorly maintained right out of the box. The lack of attention to quality control at NanaWall became increasingly evident with each replacement attempt.

Improper Fixes and Makeshift Solutions

The scratched panels were not the only issue. The replacements I received were also improperly sized, further compounding the problems. Rather than taking the time to produce correctly fitting glass panels, the installation team resorted to makeshift solutions, essentially forcing the panels into place. These “on-the-fly” fixes were far from acceptable for a custom installation, and only added to the overall sense of dissatisfaction. A high-end product should not require such adjustments to fit a home—it should be made to fit perfectly the first time.

Dismissive Customer Support and Warranty Failures

To make matters worse, when I reached out to NanaWall’s customer support team, the response was defensive and dismissive. Instead of taking responsibility for the defective products, the company blamed the scratches on my cleaning service, suggesting that I back charge them for the damage. Despite replacing the panels multiple times, they refused to offer any further replacements, effectively washing their hands of the situation and leaving me with scratched panels that fail to meet the promised quality standards.

This lack of accountability not only reflects poorly on the company’s customer support but also highlights their failure to stand behind their product. For a company that claims to offer premium products, their approach to customer service fell far short of what is expected—especially when dealing with such expensive and supposedly custom-made installations.

Conclusion: Quality and Customer Care Matter

Scratches on brand-new glass panels should not be part of the experience when purchasing high-end, custom products like those from NanaWall. Unfortunately, my experience has been defined by defective products, poor installation practices, and dismissive customer service. Homeowners who are considering such products should be aware of these potential issues and ensure that the company they choose is willing to stand by their product—both in terms of quality and support. My journey with NanaWall has been a cautionary tale of what can go wrong when a company fails to uphold its promises.

Gallery

Here are some examples of the streaks and scratches NaNawall apparently believes is excusable.