Autoglass query/rant

grahamjenks · 7 Jun 2016 at 20:12

Frozennova said:
And your problem probably lies with smart city braking, the large majority of them have a couple of different options in terms of camera/radar

Possibly, but given it's standard on all Mazda 6 SE-Ls and above, it shouldn't be that hard to get right. To be honest, even if Mazda have 2 different versions, I'm pretty sure the first screen they turned up with wasn't compatible with any type of Smart braking so didn't even have a 50% chance of being right.

It just can't be any way to run a business, sending fitters to appointments with the wrong screen, wasting customer services time dealing with peed off customers. I'm sure it'll get sorted, it's not the end of the world, but they seem to have a monopoly if you're going through insurance (which after all you're paying for as part of you're premium) so customer satisfaction is pretty low down their priorities - it's not like they thrive off by taking repeat custom off other companies.

Itchytrigg · 7 Jun 2016 at 21:21

Dav4 said:
Thanks. My policy is online so I'll have to get my policy number to give them i suppose. So u just paid the excess by card to the guy who turns up to replace it? So u have proof of payment? Did your insurance contact u at all?

I had to have a copy of my policy with me (they told me this on the phone) so print a copy out if you can which is what I had to do also as opted for online documents, he used it to confirm my excess and charge me just that there and then by card which was him calling the details into the office.

Dav4 · 8 Jun 2016 at 19:15

Fair play to Autoglass they turned up with the wrong screen as my car is down as having auto wipers on the Ford Etis website but it doesn't so I just needed a standard heated screen. The guy rang around and got another guy to drop one off then came back 3 hrs later to fit it after his other bookings. Done a very good job of it.
The screen is not a genuine Ford one but i was getting quoted £250 for them and this only cost me my £75 excess so can't complain

tsinc80697 · 8 Jun 2016 at 19:22

I've waited 6 weeks to get an OEM replacement for my E46 M3…and then they turn up with the wrong one. But magically they have the correct one in the local depot. Strange how they had to order me one from Germany and it took 6 weeks to arrive and there just so happens to be another in the depot.

Not holding my breath for tomorrow's 3rd attempt at it though.

Dav4 · 8 Jun 2016 at 19:42

tsinc80697 said:
I've waited 6 weeks to get an OEM replacement for my E46 M3…and then they turn up with the wrong one. But magically they have the correct one in the local depot. Strange how they had to order me one from Germany and it took 6 weeks to arrive and there just so happens to be another in the depot.

Not holding my breath for tomorrow's 3rd attempt at it though.

Think i got lucky because there is tons of Ford heated screens about but with your car being quite rare you seem to be experiencing more of a problem. 6 weeks is a joke. How bad was the crack on the screen? I drove mine for the 2 days while waiting for my booking and it doubled in size to about a 12 inch crack right across from speed bumps etc.

atpbx · 9 Jun 2016 at 04:43

I use an independent firm for windscreen replacement.

Autoglass are, well a polite way to put it is "extremely expensive" compared to other companies for the same service.

tsinc80697 · 9 Jun 2016 at 08:58

Dav4 said:
Think i got lucky because there is tons of Ford heated screens about but with your car being quite rare you seem to be experiencing more of a problem. 6 weeks is a joke. How bad was the crack on the screen? I drove mine for the 2 days while waiting for my booking and it doubled in size to about a 12 inch crack right across from speed bumps etc.

It's only a couple of £1-£2 size spider cracks so it is drivable.

Shock horror Autoglass have the wrong screen AGAIN. The one on Tuesday was missing the rain sensor and the one today was missing the green tint at the top. It sounds like they couldn't find the exact windscreen so just put a job sticker on a close match and hoped I wouldn't notice.

Utter shambles, good job I don't need to drive the car at the moment otherwise I'd be annoyed rather than amused at their incompetence.

Liquidfox · 9 Jun 2016 at 13:22

Itchytrigg said:
I had to have a copy of my policy with me (they told me this on the phone) so print a copy out if you can which is what I had to do also as opted for online documents, he used it to confirm my excess and charge me just that there and then by card which was him calling the details into the office.

I paid mine over the phone when arranging the appointment, the fitter was nearly finished fitting the glass by the time I got back to the office. A few signatures on a piece of paper and he was off on his way.

tsinc80697 · 2 Jul 2016 at 12:43

Well it looks like it's 4th time lucky! Now to hope they don't damage anything after taking this long at getting the right piece of glass.

grahamjenks · 2 Jul 2016 at 12:55

Still haven't got mine, on order with supplier and no ETA. 5 weeks now. Very poor

mattcrane · 2 Jul 2016 at 21:40

If you are getting dodgy service complain on their Facebook page you will get a Customer Service Agent called Chloe message you asking for full details of all missed appointments and errors etc.

I did this, (as recommended by one of their own fitters), then once they eventually fitted my new screen about 3 days later after I messaged them on Facebook to let them know I got a £50 cheque in the post as a good will gesture.

grahamjenks · 2 Jul 2016 at 23:12

Cheers I'll do this. We've been trying to escalate with the call centre and twitter but they're useless. They must have promised to call back within 24 hours with an update from purchasing about 5 times now and failed each time.

phil675 · 2 Jul 2016 at 23:20

I recently had to wait a month for a windscreen and got the whole £100 excess refunded.

mattcrane · 3 Jul 2016 at 09:05

phil675 said:
I recently had to wait a month for a windscreen and got the whole £100 excess refunded.

For Autoglass it seems a month isn't that bad I waited about the same from start to finish but have read horror stories of others having to wait 2 or more months.

The annoying thing for me though was that I had only had the car 3 weeks from brand new when it got damaged so it actually took them longer to repair then replace than I had actually owned the vehicle :mad:

I gave up arguing with them over replacing the wipers that got damaged by the repair that failed and caused the 18" crack.

When I went to Ford to buy some new ones they asked why I needed them so soon and after explaining the whole mess to them they fitted a new set free as I got the car through the mobility scheme and everything from wipers and bulbs are included in the lease which I wasn't aware of I knew all major stuff was included but not the smaller bits.

Uther · 3 Jul 2016 at 09:55

mattcrane said:
For Autoglass it seems a month isn't that bad I waited about the same from start to finish but have read horror stories of others having to wait 2 or more months.

The annoying thing for me though was that I had only had the car 3 weeks from brand new when it got damaged so it actually took them longer to repair then replace than I had actually owned the vehicle

I gave up arguing with them over replacing the wipers that got damaged by the repair that failed and caused the 18" crack.

When I went to Ford to buy some new ones they asked why I needed them so soon and after explaining the whole mess to them they fitted a new set free as I got the car through the mobility scheme and everything from wipers and bulbs are included in the lease which I wasn't aware of I knew all major stuff was included but not the smaller bits.

Absolutely everything is included with a motability vehicle. All I ever do is put air in the tyres and top up the windscreen washer bottle.
When the windscreen was damaged on our previous car, a Renault Scenic, it was replaced within a week, and we had no problems with the auto wipers.

mattcrane · 3 Jul 2016 at 12:11

Uther said:
When the windscreen was damaged on our previous car, a Renault Scenic, it was replaced within a week, and we had no problems with the auto wipers.

When Autoglass eventually got it right I agree everything works as it should but the chip spread into a crack when the repair failed 2 days after being done, the screen shifted slightly so the blades were catching on one edge of the crack and it ruined the passenger side blade.

Ford replaced the pair so all good.

skaif · 9 Aug 2016 at 18:47

Rather than start a new thread, here's a summary of my experience over the last 2 weeks...

Fri 29th - Called to sort cracked windscreen replacement on my old Micra - not a big deal I thought, even these guys can't mess it up!

Was told next available appointment was Weds 3rd between 8am and 1pm. Sorted!

Weds 3rd - Made arrangements to be home and was up nice and early in anticipation for Glass man to arrive...

12:50pm I get a call saying that the Glass man was late and that I should expect him until 6pm. Great - now I have lost a day waiting for the guy and need to stick around for the next 6 hours or I might miss him!

5:45pm I get a call saying that the glass that was due to be picked up has somehow cracked itself in the warehouse and I need to reschedule to another day - Fri 5th between 10 and 5pm. On the plus side the operative said something along the lines of 'it's our fault, if you want to raise a complaint let me know and someone from customer services will call back'. I responded in the positive

Whole day wasted and no call back from cust serv

Fri 5th - Again made arrangements to be around between allocated times, even managed to sneak out to run a few errands and sort things out using the other car. Strangely no one had turned up by 2pm ish - how odd :confused:

4:50pm - I get a call saying that the Glass man picking up the glass has somehow cracked the glass and that they won't be out today. Next appointment is Tuesday 9th first thing at 8am.

Oh but wait, customer services will surely call and talk to you about waiving the excess.

Now I'm quite a reasonable guy but this is taking the berties a bit. Why wait until the last possible moment to tell your waiting customers you're going to be a no show? Grinds my gears that does. Not to mention the fact that I still did not get a call back!

Anyway, fast forward to today - Glass man turned up and to be fair he was a nice guy and did a great job.

Bad bit was they wanted me to pay so I spent the morning onto cust serv who couldn't be bothered to call back and then had no recollection of the fact they would waive the excess and told me to pay anyway and someone from cust serv will call back later to sort out a good will gesture.....Needless to say, hopes were not high....

So, morning wasted I gave them until 4:30pm to call back and surprise surprise - No call!

So I called back yet again and got through to a chap who looked at the mess that was their system and all the 'notes' they had about the 'incidents' and agreed to do a refund on the excess. Finally!

Got it in writing via email too so hopefully shouldn't be a problem but not really impressed with these guys