Service, support and warranties
Devon-based Prime Windows started using Origin as its supplier of bifold doors 10 years ago, and has been a loyal installer of Origin products ever since. Glass Times editor, Nathan Bushell visited the company’s showroom to meet owner Jason Coates to find out why.
Prime Windows is based on an industrial site just outside the very rural town of Holsworthy in Devon, which is not far from Bude in Cornwall. As Glass Times was visiting the showroom, a lady arrived who had travelled more than hour to discuss a potential project.
“We don’t really advertise,” owner and managing director Jason Coates told Glass Times. “We have a presence in a fortnightly publication and at the County Shows, but other than that we rely on word of mouth and referrals from Origin.”
Prime travels to the County Show with a converted shipping container – the side drops down to reveal a mini showroom inside – which generates good enquiries for the firm. In fact, Prime Windows recently completed a project in Carbis Bay near St Ives that involved three properties, 60 windows, four sets of bifolds, and three new Origin residential doors, which were picked up at last year’s show.
Prime Windows offers a wide range of products, including PVCU windows, composite doors, and timber doors, but a large proportion of their work is aluminium.
“About 70% of what we do is Origin,” Jason said. “And despite our singular focus, and the uncertainty following the Brexit vote, we enjoyed a 30% increase in sales last year. What’s more, we expect to increase that further this year.”
Jason has nothing by praise for Origin, which, he says, offers unrivalled service, technical backup, and an unbeatable warranty.
The south west of England in growing significantly,” Jason said. “People are coming to the region, buying up properties and replacing the existing widows with aluminium ones. Origin is particularly attractive because it offers a 20-year marine warranty, which supports the work we do near the coast from here all the way down to Lands End.
“We’ve had competing products in the showroom in the past so that people can make comparisons, but they always choose Origin.”
Jason cites a number of reasons that Origin’s windows are so popular, such as the flush appearance (inside and out), excellent thermal efficiency, and slim sightlines. This is backed up by excellent customer support.
“I once had a representative from Origin drive down to the depths of Devon overnight from High Wycombe with a door because it was accidentally missed off an order so that it was ready for installation on a Monday morning,” he said.
Prime Windows is a family-run business that began life in Surrey, and moved to the south west seven years ago. Jason took on Origin’s Bifold Door 10 years ago and, as they said, never looked back.
“When Origin launched its window system three years ago, it went down a storm with our customers because they could obtain doors and windows in a matching suite,” Jason said. “Now that Origin has also launched the residential door, the portfolio is really compelling, and our showroom is now nearly all Origin.”
Jason said that he employs someone to handle the PVCU side of the business, while he concentrates on aluminium and timber.
“Aluminium and timber are exciting,” Jason said, “as they are used on more complex projects. Origin supports me on the technical side, which gives me the confidence to go for the bigger projects. Having that support is vital if you want to move beyond your comfort zone and grow your business.
“Similarly, I help my customers and give them the technical support they need. In fact, three of these installations have gone on to win awards in recent years.”