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Werner Ladder Praise
Nov. 16th, 2010 11:22 amWhen I moved into my home a little over 5 years ago, my dad and I installed a steel ladder for the attic. I'll admit that the installation was less than easy, but this ladder has worked well for us and isn't nearly as wobbly as the last few wooden attic ladders I've used.
Today I'm having a new central HVAC system installed and the guys have had to go up and down the ladder to the attic. A little while ago, one of them notified me that the ladder had broken. Sure enough, the bottom metal hinge on one leg had sheared. I duct taped the hinge straight to improve the stability. I've been monitoring the guys. The ladder is rated for 300 lbs. Neither of these guys come close to that weight. All of the stuff they've been carrying up and down are bits of the old and new units - nothing large enough to push the weight over the limit. So, I don't fault them for the ladder breaking.
I then went online, saw a replacement ladder would cost about $200, and started wondering how long I could put off that replacement. As I read through some reviews of the ladder, I saw one guy's post about how he called them when the exact same thing happened to his ladder (same model). He said he contacted Werner and they sent him a replacement part.
I figured it was worth a shot. I called and the phone was picked up by a human on the second ring. I told the customer service guy what broke and my model/make info. He asked if anyone was hurt and then requested that I test the pull tabs on the upper hinge to ensure they worked. When I told him they did, he said they would send me out a replacement lower ladder section. It should be here in 7-10 business days.
It seems that while Werner doesn't have a written warranty, they do stand by their product. At no time did I tell him about how the ladder broke or how long I've had it. That info wasn't important, they just wanted to help me fix it.
Thank you, Werner Ladder!
Today I'm having a new central HVAC system installed and the guys have had to go up and down the ladder to the attic. A little while ago, one of them notified me that the ladder had broken. Sure enough, the bottom metal hinge on one leg had sheared. I duct taped the hinge straight to improve the stability. I've been monitoring the guys. The ladder is rated for 300 lbs. Neither of these guys come close to that weight. All of the stuff they've been carrying up and down are bits of the old and new units - nothing large enough to push the weight over the limit. So, I don't fault them for the ladder breaking.
I then went online, saw a replacement ladder would cost about $200, and started wondering how long I could put off that replacement. As I read through some reviews of the ladder, I saw one guy's post about how he called them when the exact same thing happened to his ladder (same model). He said he contacted Werner and they sent him a replacement part.
I figured it was worth a shot. I called and the phone was picked up by a human on the second ring. I told the customer service guy what broke and my model/make info. He asked if anyone was hurt and then requested that I test the pull tabs on the upper hinge to ensure they worked. When I told him they did, he said they would send me out a replacement lower ladder section. It should be here in 7-10 business days.
It seems that while Werner doesn't have a written warranty, they do stand by their product. At no time did I tell him about how the ladder broke or how long I've had it. That info wasn't important, they just wanted to help me fix it.
Thank you, Werner Ladder!
