What Information We Need for a Repair or Service Request
If you need help with a Vetrina window or door, providing complete information upfront helps our team identify the product, understand the problem, and determine the right next steps as quickly as possible.
Many operating issues can have multiple possible causes. A door that is difficult to lock, for example, could involve panel alignment, hardware adjustment, installation geometry, or a damaged component. Likewise, water or air leakage can originate from the product, the installation joint, the drainage system, or the surrounding building envelope. Vetrina therefore recommends identifying the underlying cause before making adjustments or repairs.
The information below helps us do that.
1. Provide Your Project or Order Information
Start with any information that allows us to identify the original project.
Whenever available, please provide the following details:
Project name
Project address
Customer or company name
Original order or job information
Approximate installation or delivery date
For commercial and multifamily projects, the project name and address are often the fastest way for us to locate the applicable drawings and product information.
2. Identify the Specific Window or Door
If the project contains multiple windows or doors, tell us exactly which unit is affected.
The most useful identifier is usually the position or unit number shown on the approved shop drawings.
For example:
POS 014 – Kitchen Swing Door
or:
POS 004 – Vision Sliding Door
If you do not know the position number, provide the room or location instead, such as:
Primary bedroom
Living room
Kitchen patio door
Second-floor bathroom
Storefront entrance
A wide photograph showing the entire unit in its surroundings can also help us identify it.
3. Tell Us Which Product You Have
If known, provide the Vetrina product or system name.
Examples may include:
Vision
Vision Plus
Ardmore
Tilt-and-turn aluminum window
uPVC window
Bi-fold door
Swing door
Do not worry if you are unsure. Photos and the original project information may allow us to identify the product for you.
For product-specific systems, identifying the correct model is important because hardware, adjustment points, profiles, glass, and replacement components can differ significantly between systems.
4. Describe Exactly What Is Happening
A short, specific description is more useful than simply saying that the window or door "doesn't work."
Tell us what you observe.
For example:
The sliding door moves normally, but the handle will not move into the locked position when the panel is closed.
or:
The bottom handle-side corner of the window rubs against the frame when closing.
or:
Water collects in the bottom track after heavy rain.
Useful details include:
When the problem occurs
Whether it happens every time or intermittently
Whether the condition has recently changed
Whether the product can still be operated
Whether excessive force is required
Whether you hear clicking, grinding, scraping, or another unusual sound
Whether the condition affects one unit or several units
These details help narrow the possible cause before you adjust or remove components.
5. Send a Photo of the Complete Unit
Take at least one photograph far enough away to show the entire window or door. This provides context that close-up photographs cannot.
It helps us see:
Product configuration
Number of panels or sashes
Fixed versus operable sections
Orientation
Approximate location of the problem
Surrounding construction
For doors, photograph both the closed and open positions when practical.
6. Send Close-Up Photos of the Problem
After taking the overall photograph, take clear close-ups of the affected area.
Depending on the issue, photograph things such as:
Handle
Locking points
Keeps or strike plates
Hinges
Rollers or track
Gaskets
Damaged frame areas
Glass
Drainage openings
Perimeter sealant
Any visibly damaged component
Try to include enough surrounding frame in the photograph that we can understand where the component is located.
For very small hardware parts, one close photograph and one slightly wider photograph are usually more useful than a single extreme close-up.
7. A Short Video Can Be Extremely Helpful
For an operating problem, a short video may provide more information than several photographs. Show the product being operated normally and capture the point where the problem occurs.
For example, with a sliding door that will not lock, useful videos would show:
The locking handle being operated while the panel is open.
The same handle being operated after the panel is closed.
This can help determine whether the problem is related to the locking mechanism itself or to alignment between the panel and frame.
For a difficult-to-operate window, show the complete opening and closing cycle rather than only the point where it binds.
8. Do Not Force the Product to Demonstrate the Problem
If a handle, sash, panel, or locking system becomes difficult to operate, do not apply excessive force just to capture the issue. Continued force can turn a minor alignment problem into damaged hardware.
Hardware adjustments should not be used to compensate for incorrect frame geometry, and the actual cause should be identified before corrective work begins.
If the product cannot be operated safely, photograph it in its current condition and contact us.
9. Tell Us About Any Recent Work or Changes
Let us know if anything happened shortly before the problem appeared.
Examples include:
Window or door adjustment
Construction work around the opening
Floor replacement
Building-envelope repairs
Sealant replacement
Hardware replacement
Glass replacement
Painting or refinishing
Impact to the product
Significant building movement or settlement
This information matters because a visible symptom may originate outside the component where it appears.
For example, Vetrina's troubleshooting guidance notes that sash operation can be affected by frame geometry and that repeated sealant failure may indicate movement, water intrusion, or another underlying condition rather than simply defective sealant.
10. Include Previous Maintenance or Repair Information
If the product has previously been adjusted, repaired, or serviced, tell us what was done. Vetrina recommends maintaining a record of significant maintenance, adjustments, and repairs during the warranty period.
This is especially useful when evaluating:
Recurring alignment problems
Repeated hardware failures
Replacement gaskets
Water infiltration
Sealant failure
Glass replacement
Previously adjusted sliding panels or windows
If a contractor previously performed the work, include that information when available.
Before Modifying or Replacing Parts
Avoid drilling, cutting, modifying, or substituting components until the correct repair has been identified.
This includes:
Hardware
Locking components
Gaskets
Glazing
Drainage systems
Frame profiles
Perimeter seals
Please note that unauthorized alterations, drilling or cutting of the frame, hardware modification, blocked drainage openings, incompatible repair materials, and unsuitable cleaning products may affect both product performance and warranty coverage.
If you think a component needs replacement, send photographs first whenever possible so we can help identify the correct part.
Is This a Shipping-Damage Issue?
If the problem was present when the product was delivered, it should be treated differently from a later repair or service request.
Vetrina requires visible shipping damage, shortages, or discrepancies to be documented on the carrier's delivery receipt and reported with photographs within 48 hours of delivery. Damaged units should not be installed unless Vetrina authorizes installation in writing.
See What to Do If Your Shipment Arrives Damaged for the complete receiving and damage-reporting procedure.
Repair Request Checklist
Before contacting Vetrina, try to have the following ready:
Project name and address
Order or job information, if available
Unit or position number
Product/system name, if known
Description of the problem
Photo of the complete window or door
Close-up photos of the affected area
Video showing the problem, when applicable
Information about previous repairs or adjustments
Details about any recent construction or changes around the unit
You do not need to diagnose the problem yourself. The goal is simply to provide enough information for our team to understand what you are seeing.
What Happens After You Submit Your Request?
Vetrina will review the information provided and determine what additional troubleshooting, measurements, photographs, or product information may be needed.
Depending on the condition, the next step may involve:
Additional diagnostic checks
Adjustment instructions
Identification of a replacement component
Review of installation conditions
Coordination with the installer or contractor
Further technical evaluation
Some conditions can be identified quickly from photographs and video, while others may require additional investigation before the correct repair can be determined.
Need Help?
Send your project information, photos, and a description of the issue to Vetrina Windows & Doors.
The clearer you document the affected product and condition, the faster our team can identify the appropriate next step.