Happy Friday!!! It is SO beautiful in the Bluegrass! I try to not complain too much (who am I kidding? I gripe all the time to Danny! :)) Anyway, I wish that customer service was valued by companies and individuals...I really, really, really appreciate great customer service. We had a rock fly off of truck and chip and crack our windshield on the way back from vacation last Saturday. We called our insurance company on Sunday. Safelite Autoglass was contracted to repair the windshield from rock damage apparently via their partnership with Liberty Mutual. The Autoglass representative asked the color of the tint of the windshield and told us that Wednesday morning at 8:00 was the earliest they could get to us. I had Danny call back and ask if they could come sooner, and THEN they explained that the windshield had to be ordered and would not be in until Tuesday night. Okay. Wednesday morning at 7:00 we received an email letting us know that Scott would call when he was on he way. Great! :) 8:30 am comes and goes...no Scott...9:30 am....no Scott...finally at 10:30 am Scott arrives and he is very friendly. And he has the wrong windshield. And tells me, dont kill the messenger; I didnt order it, and we dont have it in stock. It will be in Thursday and we will install it Friday. I tell Scott there should be a better process. And Scott agrees, yes. And I ask Scott to put us on for 8:00 am first thing Friday morning. Agreed. We get a voice message Friday morning that the technician will be out Friday between 12-5 pm to install the windshield. No excuse, just the message. I call and I am put on hold for 17 minutes because the shop doesnt answer. Then I am transferred to the Executive Service Team for customer resolution. I am told that it is our fault that the wrong windshield was ordered in the first place because we didnt answer the questions correctly about whether it was rain sensing or not. [We were not asked that question--only blue or green tint] And then I was told by the representative that Scott did not relay the information about being put on for 8:00 am Friday morning. So basically, None of this is our fault. What is your problem? Wow. So today, after my call, the new technician did finally arrive by 9:30 and doesnt introduce himself at the door. And I decide to check out Safelite online with the Better Business Bureau. I am hoping that some of the 300+ negative complaints are not what I have to look forward to :( In the big scheme of things, a cracked windshield and getting it repaired is a minor annoyance. But I also think a business should do what it says it is going to do and have accountability. Please tell me you have had good experiences with this company and alls well that ends well! THAT would be nice and pleasant ;) safelite/stores/Lexington
Posted on: Fri, 26 Sep 2014 14:12:22 +0000
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