Should have come here sooner Geoffrey. Blaine Window Hardware sells the parts.

Marvin has changed their ordering system and made it REALLY easy to order parts. No excuse for the responses you received especially when you have the Marvin Order#. I assume it starts with 3 letters? For example: #ABC12345

I didn't have the Marvin Order #. DB - why are you making excuses for horrible service?

Here's the response I got from E-Mailing Marvin:

I am sorry we have no online ordering for parts. Window parts and pieces are not something easily entered due to there are just so many. All part orders must come thru what we call a PAY for Service department.

There's no excuse for this - either from Marvin, or their dealers.

I have several thoughts:

The reason I wrote this initial post was to may people aware of the non-service after the sale.

This is 2020 not 1960 - many people are savvy, people are 'sophisticated' in their intellect, manufactures should have a model number / build number on their products. I can't believe any 'dealer' wants to install a sash lock. Why not make it easier for the consumer.

It appears to me that Marvin is in the dark ages, when I try to ask for a simple replacement product. Why didn't they direct me to someone who could really help me?

The Satin Taupe Sash lock (no keeper) is about $15, Oil Rubbed Bronze is $80. Took me 30 seconds to find. Your dealer experience is inexcusable.

Two problems:

#1 I'm in Minneapolis, not a small town. 'Dealers' AKA lumber yards are possibly the worst to work with.

#2 The prices you quoted for a simple sash lock in Brass are in line with the $89 that I got on line. Now I know there is overhead, but $89 for a simple lock? There is something really wrong here. Price gouging.

Marvins solution for me to pay over $200 for a simple lock. Could probably buy a new window for $500. You will notice that the S/H is $31.00 for a 3oz lock. This is an a** ream.

you would think Scherer Bro’s would have been better since they are one of the Largest Marvin Dealers. That is one of there most common windows and most common part. Amazing that you can go to an auto parts store and find the most common parts for multiple brands and have it in stock. I keep a decent inventory of parts for the window I sell, and have no problem finding parts Online. If that fails it is one simple call away.

Yeah. I'm not here to complain. My windows are great. No problems in 10 years.

However there is service after the sale. Even if a simple lock was $89 ( that can't be more than $20 to stock) - and they could have sent it to me - I would have no problems.

Marvin has real problems with consumer service after the sale.

Hey DB - Thanks for taking that up with Marvin.

My family was in the large refrigeration wholesale business. I worked the counter. Occasionally a retail customer wanted something - that wasn't out of the ordinary (like a brass fitting / capacitor / thermostat) we would sell it to them.

I think it would go a long way for Marvin to clearly label their windows (build #). Believe it or not, there is not a single label on the top/bottom/sides of the window. This would enable them to have parts on-line. Now days, many people are hands-on.

Thanks again for listening.

@ toddinmn

Yelp: Scherer Bro’s - you get 2 stars.

https://www.yelp.com/biz/scherer-window-and-door-consultants-hopkins-2

I spoke with the manager. She apologized (like that means something). Told me the persons on the counter were 'new'. Well how can you have two 'new' people? Maybe one in training, but two that don't know jack s**t? And send you to another store.

I would suggest that buying lumber might be OK, but don't expect anything more.

I have had a different experience. I needed a part for my Marvin Ultimate sliding French door. I called the Marvin customer service number. They asked me a bunch of questions, which I could answer because I still had the order write-up from 2009. They told me the part number I needed. I called the “Marvin Design Gallery” nearest me, and the nice gentleman said he would order the part for me. When it came in after about a week, he called me to pick up. It was fast, friendly, no problems. There were only 2 negatives: the Design Gallery was about 25 miles away, but I have friends in that area, so I combined the half-hour drive with a nice dinner with them (this was before Covid19); and the part was expensive. But I chose pricey Marvin windows so I signed up for that.

"I think it would go a long way for Marvin to clearly label their windows (build #)."

Marvin like most manufacturers does mark each window. It is a very subtle etched label starting with a letter (not sure where they are now but a few years ago, it was A) and then ten numbers. The first few numbers are the build year.

This is usually in the upper right hand corner. You may need a magnifying glass to read it but it's there. A larger Marvin dealer can plug that number into their program and get a readout of the window in question (size, color, glass, etc.)

Hope this helps all of you out there in search of window parts.

Our house was built in 1999 with Marvin clad Ultimate double hung windows. Some of the weather stripping is coming off. Is there a kit for the Marvin clad Ultimate double hung windows to replace the weather stripping? Thanks!

Kevin - Marvin does not have a "kit" for the replacement parts. I just looked at the page, and there are nine different weatherstripping types for your window in different colors (mostly

white or beige).

Your window has been replaced with the Ultimate Next generation (NG) so if you talk to a local dealer let them know your windows were purchased in 1999.

I wanted to do a copy and paste but Houzz didn't cooperate so the best I could do was a photo of the Marvin Parts Book. Make a copy and bring this with you to the dealer and they can order the parts. Good luck!