Windshield Repair Forum

Dave M;27272 wrote:Just had to ad this. Starquest, so on those 7 breakouts, you never paid for the full cost of replacement? You either directed the customer to replacement company that would cover deductible or put repair cost toward replacement.
Would'nt taking responsibility mean paying for the whole cost of replacement?

David, that's a fair question and my response is "no" I never had to pay full price for a replacement or for that matter many times nothing at all.

After owning and operating a full service Glass & Accessory shop for over 7 years (now closed) I've developed quite a few glass replacement friends in my area. I feed all the non-repairables to them for a $40-$50 fee and if something happens on my end they will cover me, simply because they don't want to lose my added referral business. Actuallly 4 of the 7 cracks outs I mentioned happen way before I had any professional training in repair or became certified and were all covered through my own shop. The last 3 took place over the last 5 years and even though they weren't justified as a technician era I still took care of them.

The signed waiver is not a bad thing but you have to realize a customer can still pull you into small claims court if you want to spend a whole day there. You may win with this signed waiver or may lose! To me it's not worth the time and effort.

Some of you may feel that 7 is a high number for 12 years of service but I have a friend that does high volume accounts and his average is 2-3 a year. With the money he's making he could care less about paying for a replacement to save face with his accounts. One crack shield to him is less than 1 hour of work time.

Not to sound snippy about post #10 again but Marks initial question was:

"Is anyone aware of a policy that does cover further damage to the glass by a technician?"

Maybe I read this differently from you but I don't think by offering a signed waiver was the answer he was looking for! Only Mark can let us know if he was satisfied with that.

If he was, I apoligize to you Dave M

No apology needed! What's a good forum without some lively, cool headed discussion and debate?

I have been learning from all the responses to my question (post 10), so thanks. I think it boils down to being up front with customers, especially if you have a notion that a crack is going to run.

When I asked about covering myself for damage I was thinking of much more out of pocket cost than $150 or so. I can deal with the occasional low dollar investment to keep good customers satisfied. I figured if I broke a real expensive windshield it would be good to have the option of filing a claim. I stress the word option. I have no desire to file claims. just looking for some piece of mind if I come across some exotic glass that could set me back a chunk of change if the worst should happen.

thanks again

mark

Just as an off the wall idea... perhaps you could have a nice compromise between buying a (potentially expensive) new w/s, and telling a customer sorry, you're SOL.

You could even have this in writing, back of invoice, etc.

Basicly have a double-or-nothing type of "guarantee". Something that goes beyond just not charging them, or finding them a "good deal" on a new w/s.

Repair is $50. If it cannot be repaired to satisfaction, customer recieves a full refund of $50. If the damage spreads during repair process and requires replacement, offer customer $100 ($50 you charged plus another $50 out of your pocket) toward replacement as a show of good faith.

You could word it however you want, and use whatever $$ amount makes you comfortable. $100 refund sounds better than offering $50, LOL.

Anyway.... I can't see how a customer would not be impressed with a "policy" like that. (ok... there are some people that would not be happy no matter what)

I might start doing this if I ever do more retail work some day. It would also make a nice way to get paid at the start of the job rather than kill time after you are done and packed up.

Afterall, you can't offer a money back satisfaction guarantee if they haven't even paid you yet.