Telescoping But Customer Insists it is not- FAQ- ABS RS

Frequently Asked Roller Shade Questions:

Customer reaches out concerning their roller shade. They insist that the shade was made incorrectly as it does not clear the base board as they were hoping. When looking into the issue deeper, you can tell that the shade is telescoping. You let them know the troubleshooting, but they refuse to try troubleshooting and insist that the shades need remade. What do I do?

Acknowledge and empathize with them, it is frustrating to experience issues with new shades. Kindly suggest the troubleshooting and let them know this is the easiest solution for them. If they refuse, try to understand the reason. Is it a time constraint, a belief that it won't work, or another reason?
Focus on problem solving - try to guide them through the process of describing the issue and its symptoms. We want to determine the fabric is actually telescoping, so that they do not order the shades and have the same issue.

It is a case by case basis, but in general we do not want to remake the shade at no cost if the shade will need remade at different dimensions.

In this example, we ended up remaking the shades at no cost as a customer accommodation. Please consult with your coach if you are unsure.