Customer Service: Tension Line Hooks

Our Plisse retractable screens comes with a set of tension line hooks that are optional for our customers to use if they wish.  Most customers who have cats or strong winds find them to be immensely helpful while others find them not necessary at all.

Occasionally, they will break down from the sun and heat – as they are made of plastic.  Customers often assume that they will need to place an order, pay for the replacement hooks and shipping too.  This is simply not how we treat our customers at Screen Solutions inc as you will see from this recent email exchange with a customer:

From: J. Ladewig [mailto:xxxxx@verizon.net]
Sent: Sunday, June 12, 2011 11:29 PM
To: info@plissescreen.com
Subject: Need replacement clips

We’ve enjoyed our Plisse screen for a number of years now, but the small clips holding the screen in place in the bottom channel have broken, due to the heat and direct summer sun, probably.

How do we replace them?

Thank you,
J. Ladewig
Garden Grove, California

From: Douglas J Bennett
Sent: Monday, June 13, 2011 10:53 AM
To: ‘J Ladewig’
Subject: RE: Need replacement clips

Joanne,

We will put a handful in the mail to you tomorrow.

Thanks,

From: J Ladewig [mailto:xxxxx@verizon.net]
Sent: Tuesday, June 14, 2011 3:24 PM
To: Douglas J Bennett
Subject: Re: Need replacement clips

Thank You! What great service!

We hope that our customers always give us the opportunity to make things right for them – that is our number one priority.

Thank you for visiting us at the Screen Guy Blog and we hope to help you solve your retractable screening needs soon!

Doug, the Screen Guy