Poor helpdesk support at Profalux
Poor helpdesk support at Profalux. One of the biggest manufacturers of shutters in France. The quality of the shutters is fairly good although even from new we had problems with the shutters needing to be regulated from time to time. Sometimes not opening, sometimes, opening to the wrong place, sometimes the controllers not working, etc. Generally happy with the functionality and quality of the shutters but because they go wrong from time to time support is essential. The website has lots of helpful documents, but will not answer all of your problems so you will need to call their helpdesk and that is where the problem is, they don't call you back, you have to leave your number and it takes a long time to get someone to resolve your problem.
Reply from Profalux Industrie
Dear customer,
Thank you for taking the time to write this review. We are very sorry for the incidents encountered with your equipment and our after-sales service.
One of our commitments is to provide quality support after the sale, that's why we provide our customers with a set of documentation that can help you in the use of your equipment.
However, we would like to remind you that we work directly with installers, who in turn should offer you assistance, both during installation and for any problems encountered. The installer is your direct contact, and he can call on our teams for assistance or to obtain the equipment you need.
It's the same for the warranty that we due to the installer, which is our customer. He must then offer you an identical guarantee. If your installer is no longer available, Profalux can forward the manufacturer's warranty to another professional.
We are nevertheless delighted that you have appreciated the quality of our shutters.
We remain at your disposal for any further information.
Best regards,
The Profalux team.