Safelite Warranty

[clearquest]

Had a customer tell me that they had a windshield repaired by safelite and the repair failed. When she went back to them they told her that the warranty was that they would only credit the cost of her repair towards a replacement. She wanted a refund of the cost of the original repair.....they refused. How's that for having your cake and eating it too???

[Layne]

As I understand it, all failed repairs result in a credit toward replacement. I wonder why anyone would want a refund when they need a new windshield anyway?

[GlassStarz]

Not sure how you would think there was something wrong with the policy? pretty clearly told to customer at the time of repair they have a script and its spelled out clearly on the order.

[Brent Deines]

We used to offer the same warranty in our glass shop. I think it makes sense, especially in the replacement world where some shops will talk customers into a replacement even though a competitor has performed a perfectly acceptable repair.

I don't recall ever being asked for the cash back but if someone thought I did not do a good repair I could see why they might not want me to do the replacement either. I don't know what other shops do but in that case I probably would have given them their money back.

Now that we don't do replacements we have a satisfaction guarantee. If not completely satisfied at the the time of the repair the customer does not pay. If they are satisfied at the time of the repair but the repair fails at a later date they will receive a full refund or the charge will be credited back to the insurance company who paid for the repair. We haven't had to do that yet either, but the 2nd part of the warranty is valid as long as the customer owns the vehicle.

As GlassStarz indicated, what is important is that the customer is made aware of the warranty procedure prior to authorizing the repair.

[clearquest]

Would you care about giving quality repairs if that was your warranty policy? Knowing that if it cracks out, so what? I think it should be the customers option to either get a refund or a credit towards a windshield. I think that is the fair way to do it.

[t4k]

Would you care about giving quality repairs if that was your warranty policy? Knowing that if it cracks out, so what? I think it should be the customers option to either get a refund or a credit towards a windshield. I think that is the fair way to do it.

I agree!

[just chippen away]

with us out here, we have a shop that does bad work hoping to get the replacement in the long run anyway. We have had customers say the same thing, the repair failed and they wanted to get their money bad, only to go else were to have the replacement done. They already have a bad taste in there mouth and may have heard about the reputation of the company....

I favor to the customer in getting the refund. But if it is in the wording on the invoice, not much can be done.

[Brent Deines]

Would you care about giving quality repairs if that was your warranty policy? Knowing that if it cracks out, so what? I think it should be the customers option to either get a refund or a credit towards a windshield. I think that is the fair way to do it.

I cannot speak for anyone else, but yes, I cared very much about the quality of my repairs when I owned a replacement shop. A reputation is built on every job you do. As I stated previously, if I did a poor job on a repair for someone they would not likely want me to do a replacement which is far more complex. They would also not recommend me to friends and would likely bad mouth me to everyone they know. It would be stupid to not care about the quality of your repairs regardless of your warranty. Always put your best foot forward!

[GlassStarz]

Your starting to sound like the shop keeper who rants about Walmart all the time. Get a grip and get over it Safelite isnt some big monster out there just another competitor one who is a lot bigger and time spent complaining is time you could spend figuring out how to compete. If there was some Policy to do bad repairs one of the kazillion ex employees would have spilled the beans a long time ago. My own guarentee is simple if it breaks i will apply the cost to a replacement with my guy now go to work and quit complaining about the boogieman he isnt real

[clearquest]

Why insult me because I don't share your opinion? I still think the customer should have the option of refund or credit towards replacement. Besides. this was also the opinion of the FORMER safelite customer who came to me after getting shoddy work performed by them. Oh and trust me....ain't skeeered of the boogieman!!