Gennifer
Pearl Clutcher
Posts: 4,968
Jun 26, 2014 8:22:26 GMT
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Post by Gennifer on Feb 12, 2019 15:57:42 GMT
Replacing the window is good customer service. I think it's unrealistic to expect anything else. Sorry about your day! sorry, but replacing the window is their legal obligation. They aren't doing her a favor, they destroyed her property and they have to fix it. Yes, it was an accident, but that doesn't mean it's not their responsibility. Good customer service would take it further. If I were them, I would have offered rides to and from her home. I doubt it. I worked for years in a service department, and there is all sorts of legalese in the paperwork you fill out, basically absolving them of all sorts of things. No one reads it, but it's there. If this is a chain, and not some mom-and-pop shop, I can almost guarantee that, legally, they've covered their butts and aren't required to fix it. Of course, most places will do it, because customer service.
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Post by workingclassdog on Feb 12, 2019 16:09:19 GMT
Replacing the window is good customer service. I think it's unrealistic to expect anything else. Sorry about your day! sorry, but replacing the window is their legal obligation. They aren't doing her a favor, they destroyed her property and they have to fix it. Yes, it was an accident, but that doesn't mean it's not their responsibility. Good customer service would take it further. If I were them, I would have offered rides to and from her home. Definitely.. they broke it so it is their responsibility 100%. I would explain to them how much this was inconvenient (dog care, rides, etc.) and hope that they will give you a discount. If not, you can see how far they will go to help. That might determine if you give this company your business again.
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likescarrots
Pearl Clutcher
Posts: 2,879
Aug 16, 2014 17:52:53 GMT
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Post by likescarrots on Feb 12, 2019 16:23:16 GMT
sorry, but replacing the window is their legal obligation. They aren't doing her a favor, they destroyed her property and they have to fix it. Yes, it was an accident, but that doesn't mean it's not their responsibility. Good customer service would take it further. If I were them, I would have offered rides to and from her home. I doubt it. I worked for years in a service department, and there is all sorts of legalese in the paperwork you fill out, basically absolving them of all sorts of things. No one reads it, but it's there. If this is a chain, and not some mom-and-pop shop, I can almost guarantee that, legally, they've covered their butts and aren't required to fix it. Of course, most places will do it, because customer service. I would bet money that if they refused to pay for the window, she would win that court case if she sued for the money. Just because you have a waiver does not mean the waiver is legal. Especially when negligence is involved, which it was.
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freebird
Drama Llama
'cause I'm free as a bird now
Posts: 6,927
Jun 25, 2014 20:06:48 GMT
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Post by freebird on Feb 12, 2019 16:30:03 GMT
Car problems are such an annoyance when it's your only vehicle and you need transportation. I would expect that they replace the window with an OEM window, not the whatever is the cheapest available. I would not expect a free tire or discount or reimbursement for the kennel. I own an auto glass shop. She'll get the aftermarket most likely unless the car is brand new. about 80% of parts ONLY have aftermarket available unless they get it from a dealer. Expect another 2-3 day delay if she insists on dealer parts. Aftermarket is just as good as OEM 99.5% of the time as many of the glass manufacturers also manufacture OEM parts.
Her biggest problem is going to be safelite. Notorious for crappy work and no shows.
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Post by littlemama on Feb 12, 2019 21:51:40 GMT
Car problems are such an annoyance when it's your only vehicle and you need transportation. I would expect that they replace the window with an OEM window, not the whatever is the cheapest available. I would not expect a free tire or discount or reimbursement for the kennel. I own an auto glass shop. She'll get the aftermarket most likely unless the car is brand new. about 80% of parts ONLY have aftermarket available unless they get it from a dealer. Expect another 2-3 day delay if she insists on dealer parts. Aftermarket is just as good as OEM 99.5% of the time as many of the glass manufacturers also manufacture OEM parts.
Her biggest problem is going to be safelite. Notorious for crappy work and no shows.
That must be a regional issue. We have used Safelite a half dozen times and have never had anything other than exemplary service and work.
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freebird
Drama Llama
'cause I'm free as a bird now
Posts: 6,927
Jun 25, 2014 20:06:48 GMT
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Post by freebird on Feb 12, 2019 22:08:50 GMT
I own an auto glass shop. She'll get the aftermarket most likely unless the car is brand new. about 80% of parts ONLY have aftermarket available unless they get it from a dealer. Expect another 2-3 day delay if she insists on dealer parts. Aftermarket is just as good as OEM 99.5% of the time as many of the glass manufacturers also manufacture OEM parts.
Her biggest problem is going to be safelite. Notorious for crappy work and no shows.
That must be a regional issue. We have used Safelite a half dozen times and have never had anything other than exemplary service and work. you've been lucky. You've also been overcharged, IMO. Windshields I quote $189, they quote $300+ locally. Try calling a mom and pop shop when you need one again, you'll be supporting some local guy that really appreciates it, not Belron.
ETA: Every glassman takes his turn at Safelite, it's where everyone gets paid to learn. My husband worked for them too - in the early years of his career (he's been a glass man for 37 years - unheard of in the industry). Also, you guys should be aware that not only does safelite install glass, but they also manufacturer it, and they also own a network. A network is the company between the glass shop and the insurance company that dispatches the jobs. So they get a piece of every bit along the way. FYI.
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Post by ktdoesntscrap on Feb 13, 2019 2:06:59 GMT
Replacing the window is good customer service. I think it's unrealistic to expect anything else. Sorry about your day! How is fixing their mistake good customer service? The broke it through total negligence.
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Post by ktdoesntscrap on Feb 13, 2019 2:09:08 GMT
So I feel they should replace the window at no cost to you and it would have been nice if they had a loaner to offer or paid for an Uber. Almost 2 weeks ago my dd took her Jeep in to the dealer for an open recall (she just bought it a month prior) and while they were fixing the recall the technician exploded ALL of her air bags! They called her to inform her and told her where to go to pick up her rental car. I think that was amazing customer service. I feel bad for the tech that did it and I hope he didn't lose his job over it although I realize its a very expensive mistake to make. I hope they do whatever makes you feel whole and I'm sorry it happened. That is awesome customer service!
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chaosisapony
Drama Llama
Posts: 7,474
Jun 26, 2014 3:27:53 GMT
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Post by chaosisapony on Feb 13, 2019 2:45:15 GMT
ktdoesntscrap I'm not clear on your update. When you say "He took the bill crossed out the price said to the gal working the desk... get her name and address and make her sign it", do you mean they didn't charge you for anything?
Sorry they were rude but I'm glad your car is finally fixed and you can get back to normal.
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Post by gotranch on Feb 13, 2019 5:39:32 GMT
They are a business and I'm pretty sure required to carry insurance for this type of thing. Looks like they were trying to avoid a claim and put it on you. Glad you stuck up for yourself.
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Post by christine58 on Feb 13, 2019 10:33:54 GMT
e. He took the bill crossed out the price said to the gal working the desk... get her name and address and make her sign it. And then asked me for my keys to get the car and left. So what 'price' did he cross out?
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Post by Really Red on Feb 13, 2019 11:45:05 GMT
You know they'll be saying that ktdoesntscrap is just like everyone who wants something for nothing. This place is unbelievable. I agree with you ktdoesntscrap that a sincere apology goes a long way. I'm glad they took the amount off and glad you have your car back!
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Country Ham
Pearl Clutcher
Posts: 3,313
Jun 25, 2014 19:32:08 GMT
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Post by Country Ham on Feb 13, 2019 12:52:31 GMT
Pay for the window.
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Post by AngieandSnoopy on Feb 13, 2019 19:51:13 GMT
e. He took the bill crossed out the price said to the gal working the desk... get her name and address and make her sign it. And then asked me for my keys to get the car and left. So what 'price' did he cross out? Yes, what "price" did he cross out? The attitude is what would make me mad. I do think they should have been very apologetic and given you some kind of discount for inconveniencing you. Even if they didn't know you were paying for extra night for you dog at the kennel because of it, it is a big inconvenience due to their negligence. At the very least, falling all over you apologizing.
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StephDRebel
Drama Llama
Posts: 6,658
Location: Ohio
Jul 5, 2014 1:53:49 GMT
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Post by StephDRebel on Feb 14, 2019 12:56:46 GMT
DH is a long time manager in the automotive industry. He said he would've had a rental car for you immediately and would take the cost of boarding off of the tire cost.
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Post by ktdoesntscrap on Feb 14, 2019 23:54:41 GMT
ktdoesntscrap I'm not clear on your update. When you say "He took the bill crossed out the price said to the gal working the desk... get her name and address and make her sign it", do you mean they didn't charge you for anything?
Sorry they were rude but I'm glad your car is finally fixed and you can get back to normal.
yes.. sorry that wasn't clear.
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Post by ktdoesntscrap on Feb 14, 2019 23:55:25 GMT
e. He took the bill crossed out the price said to the gal working the desk... get her name and address and make her sign it. And then asked me for my keys to get the car and left. So what 'price' did he cross out? The price of the tire and the labor.
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Post by ktdoesntscrap on Feb 14, 2019 23:56:04 GMT
You know they'll be saying that ktdoesntscrap is just like everyone who wants something for nothing. This place is unbelievable. I agree with you ktdoesntscrap that a sincere apology goes a long way. I'm glad they took the amount off and glad you have your car back! Right.. I am sure they will!
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Post by ktdoesntscrap on Feb 14, 2019 23:56:45 GMT
Huh? Do you think I should have paid for the window?
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Post by ktdoesntscrap on Feb 14, 2019 23:58:03 GMT
So what 'price' did he cross out? Yes, what "price" did he cross out? The attitude is what would make me mad. I do think they should have been very apologetic and given you some kind of discount for inconveniencing you. Even if they didn't know you were paying for extra night for you dog at the kennel because of it, it is a big inconvenience due to their negligence. At the very least, falling all over you apologizing. I didn't pay anything... but I expected a sincere apology.
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Post by ktdoesntscrap on Feb 14, 2019 23:59:11 GMT
DH is a long time manager in the automotive industry. He said he would've had a rental car for you immediately and would take the cost of boarding off of the tire cost. that is good customer service.
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Country Ham
Pearl Clutcher
Posts: 3,313
Jun 25, 2014 19:32:08 GMT
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Post by Country Ham on Feb 15, 2019 4:03:25 GMT
Huh? Do you think I should have paid for the window?
No. I was just choosing one the options you asked in your post.
So what would you expect the tire store to do?
Pay for the window replacement?Give you some sort of discount on the tire? Give you the tire for free? Expect the tire store to pay for the extra night at the dog kennel?
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