markilux complaint management. Get help.
Your satisfaction is our claim.
Our high-quality awnings are manufactured with the utmost care and precision. Should you nevertheless have a reason for complaint, we would like to make the complaints process as simple and transparent as possible.
We need your help to process your complaint as quickly as possible. To ensure a smooth process, please provide us with as much information about your case as possible. This is the only way to ensure a prompt solution.
Who is the right person to address my complaint to?
The right contact person for all your wishes and concerns is first of all your local markilux dealer. Also in the event that the goods or services are faulty and do not comply with the contractual agreements.
The markilux specialist dealer from whom you made the purchase is your contractual partner and therefore your first point of contact - even if you have complaints. Submitting a complaint to your specialist dealer also leads to a faster result, as he has all the relevant contractual information and can therefore help you immediately.
Who should I contact with my complaint?
Are you dissatisfied with us as a manufacturer? We welcome suggestions for improving our products or additional equipment. Feel free to get in touch and share your experiences and concerns with us.
We want to continuously develop ourselves and our products. Your feedback from everyday use is particularly valuable for this. We can only improve if we are aware of your problems. You are therefore welcome to send us your criticism - whether positive or negative. You are welcome to use our contact form for this purpose.
Good to know. Tips for submitting a complaint.
It is very important to our markilux specialist dealers and us as the manufacturer that we can process your complaint or claim as quickly as possible and to your satisfaction. This requires your support. The more information we receive when you submit your complaint, the better we can get an idea of the situation. In this way, you avoid unnecessary enquiries and we can concentrate directly on the essentials: finding a solution. It is best to contact your contractual partner, the markilux dealer, with your complaint.
What is required?
If you wish to submit the complaint to us, please provide us with the name of your markilux dealer and your contract details. The FA No. (identification number) of your awning, which you will find on a small patch on the awning cover on the right-hand side of the front profile, is also helpful. We can use this number to identify the exact model (including dimensions, options and accessories).
What is not a reason for complaint, but a typical characteristic of the product?
We attach great importance to good quality and high value. Awning covers are high-performance products that meet strict technical requirements. They are subjected to extensive testing during production.
Although only controlled fabrics of the highest quality are used in production, there are limits to perfection. Certain phenomena in the awning fabric cannot be completely ruled out, even with modern technology. The following phenomena can occur, but do not reduce the operating life, usability or value of the awning. In this case, it is only a visual impairment.
- Creases: Creases occur when the sun protection fabric is made up and folded. On the folded side, a dark line can become visible against the light, especially with light colours, which is caused by creasing of the fibres (light refraction).
- Puckering around the seams and in the panels: This can occur along the side seams, in the area of the seams and in the middle of the panels. The fabric cover is doubled at the seams. This results in different roll-up diameters. The tension created by the folding-arms and the sagging of the winding shaft and/or the front profile can favour these effects. Puckering can also occur if a "water pocket, water trough" has formed during heavy rain.
- Side hems: The fabric cover is usually kept almost permanently under tension by an active spring system. Seams and hems act as a reinforcement, but must also be able to withstand the greatest stress. When the fabric cover is rolled up, the hems and seams lie on top of each other, which increases the pressure and tension. As a result, they are particularly stressed and stretched. This can cause the side seams to droop slightly when the awning is extended.
- Colour effect: Awning covers in their different qualities and patterns (plain colour, stripes, etc.) also have different colour components in the fabric according to their design. Depending on the changing viewing position (top view, backlight under sunlight), the colour effect of the awning cover may vary. The individual visual impression, personal perception and the location of the installation with the prevailing light conditions also play a role. The different colour effects are unavoidable for physical reasons. We therefore recommend viewing the design from above and against the light to help you make a decision. Further information on colour effects.
Detailed information and publications including illustrations at www.itrs-ev.com.
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