SCHENECTADY, NEW YORK -- I bought a new Sunsetter awning in July of 2012 and it is motorized because I have arthritis and I paid $2400 dollars for it. Last week, it started making a ratcheting sound when I rolled it out and rolled it up. I called the customer service department of Sunsetter and they listened to the noise. They then told me that they had prorated guarantee on their products and it would cost me $107 to replace the arms that extend it out.
That was the most crazy thing I have ever heard. To spend that kind of money and to not have it guaranteed full is nuts. Then she told me I would have get somebody to put the new arms on because they don't install parts. Needless to say, I am totally unhappy with their service and would never buy another one of their products again. That is just a lot money to spend and not have it guaranteed for longer than they fully guarantee it. So anyone who is thinking about one of these awnings just make sure you know what you're getting before you spend the money.
I just want to say it must be nice that Sunsetter in this economy clearly has to be flourishing. We ordered an awning from them on their website. Now I will say the quality of the material was very good. No complaints there.However we did not realize that even though it was a retractable awning, it was stationary unless you adjusted the heavy arms on each side to retract it. Not until all the holes were drilled in my house and it was up did we realize it does not work as described on the website. Having had a stroke which left me weak on my entire left side,I realized I would be unable to ever adjust those arms alone on a daily basis.
And since we live near the shore it gets really windy some days so leaving it open all season is not an option. So we decided to return it. Much to my surprise Sunsetter said "OK fine, keep the fabric. Just return the hardware, don't even return the roller bar that holds the fabric!??" That was strange, considering they tell you that should you ever have to replace that fabric, it costs a minimum of $300. However I thought after I explained my dilemma they would offer me an alternative for possibly an upgrade with a decent discount. Yea good luck with that. They offered me a motorized with the exact discount anyone can get on their website. (Correction) NO FREE shipping.
Nor did they offer to pick up the old one when the new one was shipped. So in the end by the time I would have replaced it with the upgrade, paid the shipping to return the original and the upgrade cost it would be close to another $1000 out of my pocket. Let me add to this post since many misunderstood, my above post and I reread it and see I made some errors in original. Many thought I was looking for something for nothing... here is the exact description from Sunsetters web site of the awning, which clearly leads you to believe its a minute to open and close it: Please be sure to read onto page 2 (Maybe I'm the stupid one??)
The Model 1000XT is the first choice of most Sunsetter owners who choose a manually operated model because for just $129 more than our smaller Model 900XT, the Model 1000XT extends out a full 10 ft. 2 in. from your house giving you up to 23 square feet more coverage and protection!
The Model 1000XT requires no electricity. It opens and closes easily in less than a minute using a simple hand crank that operates smoothly and quietly. It features improved support arms that can be positioned vertically on the deck or patio floor, or angled back against your house wall. It has improved floor and wall mounting plates, improved fabric tensioning, and a host of other improvements that make these awnings a joy to use. Even longer lasting and easier to use than before! It even comes with pre-drilled holes to make accessory attachment a breeze. Excellent sun and rain protection. All in all, a terrific value!
Sunsetter agreed with me and have offered me an exceptional resolve!!!!