Windshield Repair Forum

I just got a call from a customer that my chip repair cracked out. I repaired it almost three weeks ago. Any advice on how to handle it? I am going out in the morning to look at it and do some more repairs on it. It was pretty embarrassing taking that call. I know it's pretty rare for a lot of techs on this site but how should I word everything when I arrive? Thank you.

I would offer a full refund on the repair.

Sometimes people see the "ghost" lines left after you do a job. If this is the case, then show the customer that the lines are not flexing when pushed on with a probe and explain that there is always a remnant left even with the best repair. reassure them that this is normal and will not continue cracking. I have had cases where people have tried to pull a fast one and fained anger or be completely unaccepting of a good job. They were probably bullies in school too. After trying to de-escalate things and finding being a nice guy isn't helping, I usually tell these kinds of jerks to go to h**l. This has happened maybe 4 or 5 times in 15 years so don't expect it to happen, just be aware that it can and think about how YOU would handle it. Most always people are decent and understanding.

If on the other hand if it did indeed crack out, then a refund is probably in order, or maybe a re- repair if that could maybe be done. You will have to make that determination when you see it. Probably a refund.

I agree with both replies, depending on the situation.
Always cover yourself and tell them it will be slightly visable, before you start. When they can't find it, you will be their hero. If you can't fix it, just give their money back, and you have kept your word.

It happens. Refund the repair in full. Try to determine why the repair failed, ie moisture, fine hairline crack not readily visible, or just not filled to the tip. Personally I let the customer know this is a negative business experience for both of us but if they get another chip I will repair it free of charge..no money or insurance involved. Some take advantage of the offer and some don't. Take pride in your work and take care of the customer. That awesome successful free repair will bring that customer back over and over again( with new chips).

I am not going to advice on how to handle the situation as I do not have enough information. I would say that a crack out in my experience is extremely rare, I cannot even remember one and I have a good memory, so I would say something was not done correctly if it has actually cracked out.

Moisture, this will prevent the resin flowing to the end of the damage.
Premature curing, the same as above.
Heat, this will lead you to think a leg is filled when it definitely is not, very few guys allow the damage to cool correctly when heated. It can take upwards of 20 minutes for a small star break to cool and the legs to reopen, without using a heat sink, at least that is what we have found in testing sometimes even longer.
Cross referencing, making absolutely sure without any doubt that the damage is filled correctly.
Low UV, change the bulbs guys they do not last forever.

I will let other chip in with a few more.

Best of luck and do not get too stressed, I am sure the customer will be understanding.

I find the best way to handle this is to think what the customer will say to a friend once you have concluded this. If the worst they can say is that "it didn't work but at least ....... " then you have got a win win out of the situation.

I just did a crack today that only looked 5", 2" on one side of the chip and 3" on the other side... I looked closer and saw that the crack was tightly closed on the 3" side and was actualy 5" and another leg came from the top of the chip 3". I had the customer look at it at the same time and had him watch me open the crack up to expose the hidden cracks, as I would let go the cracks would close back up.....

I did the repair using crackjacks to keep the crack open and it worked out verry well...

u2ricardo
Could it be that the crack you had on your car was the same and you did not see that as you were doing your repair? Just a thought.

I can say I almost missed the hidden cracks myself till I put on my glasses now that I can not see up close anymore...

I have always had a small magnifying glass as part of my kit, I just assumed everybody else would do the same, spending a few seconds working out which way a damage runs will make for a better repair.

Thanks for the replies. I went back and saw my repair. The chip still looks good. I think a new crack inside the glass formed from an old faint crack that I had pointed out weeks ago. I ran my fingernail across and it did not snag. My chip repairing skills are getting really good, however, I just don't feel comfortable with longer cracks. This was an insurance job so my customer was not out any money. I think if the customer had described the repair as a long crack to his insurance company they could have sent a company that does long cracks. It was misdiagnosed. Hope everyone is doing well. Thanks again.