Understanding and Addressing Unexpected Glass Breakage Incidents

We understand the distress and concern caused by the unexpected and potentially dangerous incident you experienced with one of our products. We sincerely apologize for any inconvenience, stress, or anxiety you may have faced. In this article, we aim to provide an explanation for the incident and assure you of our commitment to resolving the issue promptly and effectively.

Explanation of tempered glass behavior:

It is important to note that the behavior you encountered with the tempered glass is not a design flaw. Tempered glass is designed to exhibit specific properties when subjected to force or impact. If the glass is hit on its edge during installation, it can create a weak point or chip, which may result in delayed shattering. This intentional behavior ensures that the glass breaks into small, safer fragments rather than large, sharp pieces that could cause severe injuries.

Rare occurrence and commitment to safety:

Instances of glass breakage due to edge hits are relatively rare. Nonetheless, we acknowledge the significance of any such incident and its impact on our customers. We take full responsibility for this occurrence and are dedicated to addressing your concerns promptly and comprehensively.

Customer support and resolution process:

Your satisfaction and peace of mind are paramount to us. We are eager to work with you to find a resolution that meets your needs and surpasses your expectations. Rest assured, we value your trust in our brand and are committed to restoring your confidence.

To initiate the resolution process, we kindly request you to open a support ticket by visiting our Service Portal or by calling our toll free number at 1-866-839-2888. By submitting a support ticket, we can promptly address your concerns, arrange for a replacement panel, and assist with any damaged parts. Our support team is ready to listen, understand, and provide the necessary assistance.

You can also open a service ticket by scanning the QR Code below.

We deeply regret the inconvenience and distress caused by the incident you experienced with our product. Please be assured that we are fully committed to rectifying the situation and providing you with the highest quality products and customer service possible. We appreciate your understanding and cooperation. Kindly open a Support Ticket to start the resolution process. We look forward to working with you and ensuring your satisfaction.