In 2002, after a fire gutted my home, I had a contractor install American Craftsman vinyl windows in my home. Prior to and during the reconstruction, I took HUNDREDS of digital photos of everything including the windows in their original packaging and labels on the packaging. Now, in 2010, I have started having issues with the insulated glass units seals failing ( fogging of the glass, laminate sagging, etc. ) so, I sent a letter to the American Craftsman warranty department address provided on their website.
A couple of weeks passed with no response so, I called the customer service number and spoke with "Jennifer" who explained that the address I sent the letter to was "a different location" ( even though the address indicates it is the American Craftsman Warranty Department ). I explained the issue and was instructed by Jennifer to provide the information from a PAPER LABEL in the upper window jamb -- I explained to Jennifer that these windows were 8 years old and the label had long ago disappeared. She then said that that label is the ONLY proof of identifying these windows as American Craftsman. So, in other words, the "Lifetime Warranty" ACTUALLY means the lifetime of the PAPER LABEL !!!
Jennifer then advised that, if I provided digital photos of the windows that they could be used to identify the windows in lieu of the label so, I took 10 or 12 photos, emailed them to Jennifer and called to confirm that she had received them. Jennifer confirmed receiving the photos and assured me that she would forward them to the proper person for the purpose of identifying the windows.
Days passed with no word ... then weeks. I sent another email to Jennifer who then replied to tell me she was resubmitting the request. Another couple of weeks passed with no word from anyone so, again I sent another email to Jennifer at which point I was informed that they were unable to identify the windows as American Craftsman from the photos ( of course not ). So what it comes down to is, they promise the best product ( American Craftsman is an Andersen Company ) and back it up with a lifetime warranty BUT, what they don't tell you is, without the cheap paper label, there is NO WARRANTY !!!
I will be in contact with them again after seeing the detailed parts listing with photos on their website of the very same window installed in my home to question how they can not "identify these windoiws" as American Craftsman and will then be sure to contact their local Chamber of Commerce and The BBB as well when I am done with them ... THE WINDOWS ARE JUNK !!! CHEAP MATERIALS AND VERY POORLY CONSTRUCTED -- LESS THAN 10 YEARS IN SERVICE AND MORE THAN HALF THE GLASS SEALS HAVE FAILED !!! I will have these windows replaced BUT, it will NOT be with windows made by Andersen or American Craftsman !!!