Newest Review: ... and help over 1.5 million motorists per yer. You can book and appoinment with Autoglass either by phone on 0800 011 3676 (which I did) ... more
Member Name: SWSt
Date: 06/10/08, updated on 08/10/08 (203 review reads)
Advantages: Superb customer service, friendly, efficient and helpful, hassle-free
Disadvantages: Their local office is a nightmare to find!
I approached this with some fear and trepidation. Although I was insured for free repairs to windscreen cracks under my car insurance, I feared I would have to complete a mountain of paperwork to get this simple task accomplished. It turns out, I needn't have worried. For once, the whole process was hassle free from start to finish. I checked my insurance documents and found that there was a special hotline to ring for authorised repairs using Autoglass.
The hotline for once lived up to its name. I dialled the number and within less than 5 rings, the phone was answered. The person who took the call was friendly, thorough and efficient. She took my details and the details of the problem, then booked me an appointment... for 4pm that same afternoon (bear in mind, it was already well after lunch by this point - I'd been anticipating an appointment sometime within the next millennium.) Talk about fast service! She even took the time to assure me that my car was fitted with extra tough glass, so that there was no danger of the windscreen shattering and it was safe to continue driving. We arranged that I would call in at their local office where it would be fixed on the spot in around 30 minutes. The whole call was on also on a freephone number and took less than 2 minutes from start to finish. An impressive start!
At this stage, I experienced my only problem, which was not Autoglass' fault: I couldn't find them! Although the woman I had spoken to on the phone had given me their address and postcode, and although I was armed with a map, I drove round and round the labyrinthine system of roads in the place where I live trying to find where they were hiding. Anticipating such problems, I'd left myself plenty of time to get there - over 40 minutes for what should have been a 15 minute journey - but ten minutes after my appointment time, I was still no nearer finding them.
In the end, I returned home defeated and rang them up, apologising profusely. Like the telephone helpline, the local branch was incredibly friendly and helpful. They waved off my apologies, thanking ME for bothering to let them know I wouldn't be coming! A new appointment was arranged swiftly for two days later and to avoid me having to take any more time off work, they arranged to come out to my place of work and repair it. An hour long appointment window was booked and they promised the repair man would ring me when he was on his way.
At this point, my natural, in-built scepticism kicked in. I've come across "promises to ring" before, and they almost never happen. I had visions of spending most of the morning on the phone trying to track down the elusive Autoglass man.
Wrong again. True to their word, at 9.30am, he rang to tell me he would be there in 20-25 minutes. Still slightly sceptical, I made my way over to my car to wait... and a few minutes after I arrived, the Autoglass van pulled up.
Like all the other Autoglass staff I had dealt with, he was friendly, polite and courteous. He examined the chip and confirmed he could repair it, explaining that a slight mark might remain, as some dirt had got into the glass in the meantime. He told me what he was going to do (although, in truth, I didn't really understand what he said!) and that it would take around 30 minutes and then got down to work. He worked quickly and efficiently, and, sure enough, around 25 minutes later, the chip was fixed. The quality of the repair was excellent. As he predicted, there was still a slight mark, but to be honest, unless you knew it was there, you probably wouldn't see it.
Best of all, there was very little paperwork to complete. All the forms he brought along with them were pre-filled with my details, so all I had to do was quickly scan them and sign twice and that was it - job done.
It's difficult to fault the service I received from Autoglass. I spoke to two different helplines (usually such a nightmare) and one of their repair technicians and, without fail, they were all incredibly friendly, courteous and efficient. It's nice to see that some companies can still say the words "Customer Service" and actually back up their words with their actions.
© Copyright SWSt 2008
Summary: Cracking good service
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