STEPS TO REQUEST A PQRS

To request the enforcement of a warranty, the client or end user must follow the procedure outlined below:

  1. Claims must be submitted exclusively through one of the following channels:
  2. A PQRS request must include the following minimum details
    • Full name of the applicant
    • Identification number
    • Project name
    • Address – City
    • Phone number
    • Email
    • Advisor’s name
    • Detailed and precise description of the facts that justify the request
  3. GGLASS will evaluate the PQRS and respond accordingly. In some cases, a verification visit to the property may be scheduled if necessary to assess the claim. A delivery report and photographic and/or video evidence will be recorded during this visit.
  4. GGLASS will respond in writing to the client or end user within ten (10) business days following the verification visit. This period may be extended for an additional ten (10) business days if the complexity of the claim requires it, in which case the client or end user will be notified in writing.
    If a warranty is denied or granted under different terms, GGLASS will provide a written explanation supported by evidence justifying its decision. This documentation will be delivered to the client or end user when they are informed of the decision.
  5. If the claim is approved, GGLASS will repair the affected product within thirty (30) business days from the date of the positive response. If the issue persists after the repair, the client or end user may choose to: Request another repair, Request the replacement of the affected product, Request a refund equivalent to the value of the affected product
  6. In any case, GGLASS may opt to refund the money as a way to fulfill the legal warranty obligation. The product’s value will be determined based on its characteristics, condition, and usage. If there is a dispute over the amount, GGLASS will provide a written explanation justifying its valuation. The refund will be processed within fifteen (15) business days from the date GGLASS informs the client or end user of its decision.
  7. If the client or end user chooses to request a refund, they must inform GGLASS within fifteen (15) business days from the date of the second failure. The fifteen (15) business days for processing the payment will begin once the product or item subject to the warranty claim is made available to GGLASS.
  8. In any case, the client or end user must make the product available to GGLASS within fifteen (15) business days from the approval of the warranty claim. If the refund is processed via bank transfer, the client or end user must provide the necessary banking details once GGLASS has communicated its decision.