5
%of complaint reports before changing the threshold solution
1
.trial COMBI installation on the production line
0
.complaints after implementing the system
JM EXIM FENÊTRES is a manufacturer of PVC and aluminium joinery based in Przeźmierowo, specialising in the production of windows, doors and terrace constructions. For years, the company has been developing sales to the French market, where end customers have very high expectations and every complaint requires a quick, specific response.
Before starting cooperation with Alumaster, the company used a different threshold solution. For a long time, it did not cause any major problems, but over time, reports concerning tightness began to appear — mainly in double-leaf balcony doors with a movable mullion.
The problem concerned the lower part of the structure, at the point where the threshold connects with the door leaves. Under certain conditions of use and building exposure, customers reported water entering the interior. Although the scale of complaints was around a few percent, for a manufacturer exporting joinery to France, even individual cases meant real organisational, financial and image-related costs.
Challenge: a complaint in the French market costs more than the technical problem itself
The French market is demanding and strongly consumer-oriented. In the event of a complaint — as Adam Wyttyk from JM EXIM points out — the manufacturer is expected to respond quickly, even when the problem occurs hundreds of kilometres away from the production facility.
In practice, this means:
“We noticed a problem that we wanted to address quickly. Service costs in France were not low, and outsourcing them even to trusted partners generated high expenses compared with Polish market realities.”
Adam Wyttyk, JM EXIM
The company’s experience shows that the real cost of an export complaint often goes far beyond the repair itself.
Estimated cost of one export complaint
Based on a typical scenario — a 2–3-day trip by an employee from Poland to France — the following cost components can be identified:
transport — fuel / flight / motorway tolls / car rental: PLN 1,400–3,000
accommodation and daily allowances: PLN 1,100–2,000
employee working time and absence from production: PLN 1,200–3,000
service materials: PLN 200–800
possible cooperation with a local team: PLN 500–2,000
organisational costs — coordination, customer service: PLN 200–800
Total: approximately PLN 5,000–10,000 per single complaint
This estimate is indicative — actual costs may vary depending on the location of the project, the scope of repair or the service organisation model. In practice, this means that the cost of handling a single complaint very often exceeds the value of the component that caused it.
By taking a responsible approach to the issues reported by customers, JM EXIM was therefore looking for a solution that would help eliminate the source of the problem already at the production stage — so that doors and windows would remain watertight not only on the day of handover, but also after years of use.
After implementing the COMBI system, complaints concerning leaks in balcony doors with a movable mullion stopped occurring.
For JM EXIM, this meant not only a technical improvement, but also greater peace of mind in serving the French market. The company was able to reduce the risk of situations requiring costly service abroad, cooperation with local teams or delegating production employees to handle complaint-related work.
“Since then, we have not had a single complaint.”
Adam Wyttyk, JM EXIM
This is particularly important in an export model, where distance multiplies the cost of every intervention. A complaint that can be handled locally in Poland quickly becomes a logistical and financial challenge in a foreign market — and eliminating it already at the production stage translates directly into savings and stable cooperation with the customer.
17
+years of experience in the industry
3000
.satisfied customers per year
56
.production audits supporting customers
Each complaint in the French market meant real costs — often exceeding the value of the component requiring improvement. The implementation of a certified threshold solution helped reduce the risk of: organising service work in France, involving local installation teams, sending production employees abroad. In practice, this meant greater control over operating costs.
The French market takes care of the end customer, and expectations regarding quality are high and clearly defined. For the manufacturer, this means the need to provide solutions that are repeatable, predictable and resistant to real-life conditions of use. COMBI solved the problem by reducing the uncertainty associated with product performance in a demanding market.
JM EXIM builds its position as a company that does not ignore problems, but actively responds to customer needs. Eliminating the cause of complaints, rather than just their effects, helped maintain the image of a reliable and responsible manufacturer committed to the quality of the solutions it implements.
Alumaster’s technical advisors carried out a trial installation of the COMBI system directly on JM EXIM’s production line. The work was carried out together with the client’s team, which made it possible to: verify the solution in practice, adapt it to the specific construction, assess its impact on the production process.
After the positive testing stage, JM EXIM began regularly using COMBI thresholds in balcony doors intended for the French market. The solution was incorporated into the standard production process without the need to reorganise it.
After implementing the COMBI threshold system, the company did not record any further complaints related to leaks at the movable mullion. This confirmed the effectiveness of the solution in real-life conditions of use.
We are happy to share our experience and help you choose a solution tailored to your door designs.
