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Our glass was broken on a bank holiday Monday. Insurance told us to ring Autoglass. No help, the RAC had to recover us, despite us being very close to the Autoglass premises. Next day they rang offering to "crashwrap" my car 2 days after that, and actually replace the glass 2 weeks on from that. I objected, as it was raining, and they managed to actually make the car weather proof same day. I even managed to get a sheet of perspex out of them by pointing out that I cannot leave the house without my car, and being housebound for 2 weeks as they could not fix the car any quicker would have us going straight back to the insurer. The insurance had told us that they would clean up the glass for us, to not wreck our own vacuum. The guy who came out told me it was Autoglass policy to not clean up the glass until they actually replaced the glass, 2 weeks later. Well, who can leave their car covered in glass for a fortnight? I objected, and the guy did some glass removal for me, as a favour. The next time I use the heated seat it no longer works, the wires underneath have all been yanked out.
The glass was finally replaced at the time arranged. I was then told that Autoglass had done their bit, it now needed to go to the dealership for them to do "their bit". Oh, and sign here, to say the job is finished. Pardon? Oh yes, I was told, normal for my type of car, it has to go to the dealership to have the sensors reset so that the window stays closed. No, of course Autoglass don't pay, they have replaced the glass, that is all they have to do, the fact the window does not stay shut is not their problem. Oddly, my insurance disagreed, and saw no reason why they should pay out to the dealership as well. Autoglass eventually decided the problem could be a distortion in the glass, so suggested putting in a "proper" glass. That took so long to get the appointment that I took my car down there to be done on site (after all, it is impossible to make the appointment before the glass comes in, and then there is at least a ten day wait, their engineers are busy, why can't I understand that?). After two hours in their waiting room the sensors still need resetting. I am bored witless. The manager offers to pay half of whatever the dealership charge for resetting the sensors. Of course getting the car to the dealership is my problem, as is sorting out the courtesy car.
I was still very unhappy, having had to clean up most of the glass myself, have a major row to get the car even made weather proof, having been told it was up to me to take the car to the dealership to actually get the window to shut, so I phoned up the customer services.
They told me to send the bill for resetting the sensors to them, they would reimburse us. They did. Their customer service department was excellent, however, he could have offered me a full refund at that point and I would have stayed unhappy, the hassle felt endless, and I certainly did not feel valued as a customer, I felt like they wanted me to not hassle them, and certainly not expect anything done within days rather than weeks.
I will never use Autoglass again, when the glass on the car is smashed it really needs sorting out in less than a month.
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Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
The glass was finally replaced at the time arranged. I was then told that Autoglass had done their bit, it now needed to go to the dealership for them to do "their bit". Oh, and sign here, to say the job is finished. Pardon? Oh yes, I was told, normal for my type of car, it has to go to the dealership to have the sensors reset so that the window stays closed. No, of course Autoglass don't pay, they have replaced the glass, that is all they have to do, the fact the window does not stay shut is not their problem. Oddly, my insurance disagreed, and saw no reason why they should pay out to the dealership as well. Autoglass eventually decided the problem could be a distortion in the glass, so suggested putting in a "proper" glass. That took so long to get the appointment that I took my car down there to be done on site (after all, it is impossible to make the appointment before the glass comes in, and then there is at least a ten day wait, their engineers are busy, why can't I understand that?). After two hours in their waiting room the sensors still need resetting. I am bored witless. The manager offers to pay half of whatever the dealership charge for resetting the sensors. Of course getting the car to the dealership is my problem, as is sorting out the courtesy car.
I was still very unhappy, having had to clean up most of the glass myself, have a major row to get the car even made weather proof, having been told it was up to me to take the car to the dealership to actually get the window to shut, so I phoned up the customer services.
They told me to send the bill for resetting the sensors to them, they would reimburse us. They did. Their customer service department was excellent, however, he could have offered me a full refund at that point and I would have stayed unhappy, the hassle felt endless, and I certainly did not feel valued as a customer, I felt like they wanted me to not hassle them, and certainly not expect anything done within days rather than weeks.
I will never use Autoglass again, when the glass on the car is smashed it really needs sorting out in less than a month.
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