Estimated read time: 2-3 minutes
- Gene Hanfling's blinds failed after 20 years; warranty was initially denied.
- Manufacturer cited limited coverage and wear; Hanfling disputed.
- After media involvement, Hunter Douglas agreed to replace the blinds, resolving the dispute.
SALT LAKE CITY — Gene Hanfling bought a set of blinds for the skylight in his downtown Salt Lake apartment 20 years ago. Then, two months ago, they failed.
"You can see how much the blinds were bowing — right down the center line," Hanfling said as he pointed to the damage. "They weren't even closing properly."
Good thing Hanfling held onto both his limited lifetime warranty statement and the original receipt. But when he called the manufacturer, he said he was told "lifetime" doesn't apply to every part. "'There may be a cord inside the center, and if that cord failed, that's only warrantied for seven years,'" Hanfling said a rep told him.
"Which I don't see anywhere in here," he said, looking at the warranty. "Yeah, it's not in the language."
When he pushed back, he was given another reason for the denial.
"'The blind, you know, has been in the sun and it's subject to wear and tear,'" Hanfling said he was told. Yeah, hard to imagine — window blinds in the sun.
Hanfling doesn't buy "wear-and-tear." Also, his skylight blocks UV light. So, he kept pushing it.
"I mean, we purchased these — these blinds were four times (the price of) all the competitors because of your reputation for a lifetime warranty," he said.
Finally, the manufacturer took his blinds and inspected them. Within a few weeks, its distributor delivered the news to Hanfling — claim still denied. He was done fighting this on his own.
The KSL Investigators looked over Hanfling's lifetime warranty. Now, it does say normal "wear and tear" is not covered, but was this break really "normal?" We contacted the manufacturer, Hunter Douglas, and its hired public relations firm to ask all about this. And just like that, Hanfling received some good news.
After we got involved, Hunter Douglas decided to replace the blinds.
You should know that any lifetime warranty is only as good as the company that sells it. They aren't necessarily for the lifetime of a product, but rather for the lifetime of the company. State law also states that warranties need to be clear and specific.
