The follow up service under guarantee is dreadful, my window lock broke in January. I requested a service visit in March. They didn't have the same lock available and sent me 'the nearest replacement ' for me to fix myself. I phoned again and explained I couldn't do it. The call centre then booked me in for a visit, for which they would contact me by e mail. That was 17th March, it is now 15th August and they still have not contacted me. I have had to get someone else to fit the lock. They are all very nice when it comes to sales and what they promise, but the back up service leaves a lot to be desired. They don't really want to come out at all. I have spent thousands with this company and this is my reward for customer loyalty!