Velux.ca

My roofer, a professional with 20 yrs experience, purchased and installed two Velux skylights in my home in Quebec in Sept 2022. Within two days, I saw fogging and indications of moisture inside the window. (I have multiple photographs, which my roofers shared with Velux.) The skylights are supposed to be energy efficient, presumably with argon or other gas between the double panels. The roofer requested that Velux get in touch with me directly about the issues. When a representative (Stacey) eventually contacted me, she made excuses, saying that it must be condensation within my home. She made this assessment long distance from Toronto, without sending anyone to check on the issue. I explained there was no fogging within my home, that I had lived here since 1991 and only had leaking with my previous skylight after many years (and never had fogging). Nor do I have fogging with any of my other windows, installed by other companies. I asked again for a technician to come to my home to diagnose the problem. No response; so I called again, and Stacey said she would get back to me with a date that the technician would come. She never called back. When I made my last (and final) call to Stacey (Toronto group), I was greeted with dead silence, punctuated only by the barking of a dog. Then she hung up on me. The person taking the calls is barely audible and the dog is a recurrent feature of any effort to have a conversation with the Velux representative. On one occasion, my phone call was routed from Canada to Denmark, the location of the home office, and the person who answered was puzzled as to why I would be calling Denmark. Later I learned from Stacey that if she does not answer fast enough, the calls divert to Denmark. I have made a reasonable request: for someone to come to my home and diagnose the issue. In response I have been treated with complete contempt. I turn 80 in two months and am trying to get my home energy efficient, both for my immediate use and to maximize the house's value. What are my choices? Live with a newly purchased defective window? Lose the total investment and buy another new one from another company? Go to court to get the company to live up to its warrantee? Contact my insurance, which paid for the replacement skylight, to request their intervention? These seem to be my options. While I don't like any of them, I am not willing to accept the behaviour of this company, and for the moment, I am focusing on alerting others who might consider purchasing from this international company. The worth of a company comes not from how they treat you when you are buying but how they treat when you experience an issue with one of their products. On that basis, I give this company a failing mark.