Autoglass ! Absolutely shocking service......

[Rob1562]

I hope you're sitting comfortably.....then I'll begin !

On our way home from collecting the MH we had a birdstrike on the windscreen.....2017 Frankia i7400plus. Contacted ins company (Ageas) who got Autoglass to attend to repair (small bullseye directly in drivers eyeline).

Autoglass attended and said "can't be repaired....needs a new 'screen" took loads of photos and all vehicle details.....all going well so far !

Then the fun began.......Autoglass 'phoned to say that they needed us to take a load of photos plus measure screen (internal/external and size fo hole!) despite their technician having done this already.....so we duly obliged and sent them everything they needed.
They got in touch to say they would order a windscreen and get in touch.....two weeks later, nothing heard so chased them up. They said they were in the process of ordering a pattern windscreen.......hmmm not happy ! Told them that we needed a OEM screen to preserve the water ingress warranty......"you need to get the ins company to authorise this then".

Contacted Ageas who duly authorised an OEM 'screen.

Autoglass immediately texted to say we are ordering you an OEM 'screen......happy days!

Two weeks later still nothing so chased again.......spoke to a complete numpty at Autoglass who said "its ordered, we'll be in touch, it can take up to two weeks"......I replied "its already been two weeks !" "Oh yeah.....we'll be in touch !"
I had already been in touch with SMC (UK distributor for Frankia) who stated that any windscreen order would have to come through them and they had not had an order.
When challenged about this Autoglass said "we've ordered you an OEM screen and don't have to tell you where we've ordered it from.....it may not come through the UK as we could save money by ordering from elsewhere"
OK says I, "when will it be here then" ?
"We'll be in touch"

Another 3 weeks later and I'm on my way to Sheffield Autoglass (70 miles for my new 'screen to be fitted).....allow at least 3-4 hours they said in the text. Easy enough to kill 4 hours as it's near a Porsche and Mercedes showroom and 20 min walk to Meadowhall.
When I arrive at 0800 the fitter greets me with "it'll be ready by mid afternoon tomorrow"..........?????
So i'm stuck in Sheffield 'til tomorrow.......to be fair the fitter was very embarrassed and spoke to his manager to try to resolve.....in the meantime I'd 'phoned home and arranged for the good lady to drive 70 miles to collect me (had to be bribed with a slap up lunch !)
Wife duly despatched to collect me, keys handed over too Autoglass........."before I go", says I "can we just check that its a genuine Frankia 'screen"............I bet you can guess where this is going !

Yep.....pattern 'screen ordered and delivered.....and promptly rejected !!!

Went mental with them (incompetent, badly organised, downright liars,etc)......much apologies all round and I'm back on the road 70 miles home with no new 'screen !

Very difficult conversation with Ageas (who were great) and Autoglass kicked into the long grass and SMC authorised to supply and fit new 'screen.

Be warned.

Regards, Rob. Mr Angry from Lincolnshire.

 

[glenn2926]

I had the complete opposite from Autoglass. Crack all the way across the screen. Contacted insurance company. Autoglass then rang me within the hour. New screen fitted within a week. Great job. Unfortunately we don’t hear about good service. We only tend to post about problems.

 

[Clarky]

What a cock up……..terrible service!
We have had a couple of A Class screens fitted by Autoglass but always fitted at home on the drive.
The first time they turned up with a pattern screen having been told it must be OEM. They got sent off with a flea in the depot managers ear.
The second time I told them it must be OEM and the manager said they were well aware and had already ordered from a Carthago dealer. The message had obviously got through from the first time.

Hope you get yours sorted soon.

Richard.

 

[TheBig1]

huge difference between a standard van windscreen as fitted to a coachbuilt van and an A class screen. The former is a stock item, the latter a special order from the converter at best or a factory order at worst. The price difference is a few thousand pounds too

 

[The general]

They are truly incompetent , I am very surprised you managed to find a premises they are just mobile in Southampton ? Shut their depots yrs ago .

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[Richard n Ann]

When we had a new screen in the MINI the technician said BMW just buy them from the windscreen factory and print BMW on them, they're all the same screens.

 

[tonyidle]

I've had good service from them twice with different A class screens. I think the standard of service depends very much on the individual franchise.

 

[Landy Andy]

Wont let them touch any of my vehicles. They employ anybody,

Mind go to a local specialist who knows the job.

 

[Silver-Fox]

Had a similar experience with my Classic Impreza.

They even managed to bend the screen trims fitting the screen

Still three attempts not too bad I suppose

 

[Richard n Ann]

They messed up the MINI screen too, a subsequent screen fitter said the previous screen had no sealant contact across the top of the screen, you could hear it knocking when going over a bump, I knew something wasn't right and mentioned it to the fitter... That's when he told me.

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[tonyidle]

huge difference between a standard van windscreen as fitted to a coachbuilt van and an A class screen. The former is a stock item, the latter a special order from the converter at best or a factory order at worst. The price difference is a few thousand pounds too

Indeed. £1500 for my first and £2300 for the second. Both fitted on the drive.

 

[bigtree]

They are only about €1000 from Frankia.

 

[Simon Meadwell]

Just for my information what is a OEM screen and how can you tell. I have Bavaria (pilote) A class. We have a tiny chip high up that auto glass says doesn’t warrant a repair .

 

[Casper46]

Just for my information what is a OEM screen and how can you tell. I have Bavaria (pilote) A class. We have a tiny chip high up that auto glass says doesn’t warrant a repair .

My question as well, please.

 

[Jamesh]

Original equipment manufactured.

Not sure difference in quality to pattern?

Anyone know.

Cheers James

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[Silver-Fox]

Original equipment manufactured.

Not sure difference in quality to pattern?

Anyone know.

Cheers James

There can be huge differences between oem and pattern, particularly the shape of the pattern one.

 

[Wack]

I'd be utterly amazed if there was more than one manufacturer of windscreens where they're only likely to sell a handful a year

 

[bladerunner]

They are only about €1000 from Frankia.

Ummmmm

mine was pence short of £3000.
covered by comfort. OEM fitted by SMC
Auto glass good for small chips but shows away from new screen because of leccy blind they thought they might damage.

 

[Rob1562]

I've spoken with SMC at length about the quality, etc of the glass.....apparently the pattern screens are often difficult to fit as the curvature of the screen in the bottom corners does not match exactly.....and glass doesn't bend well ! This invalidates the 10 year water ingress warranty.
It may well be the case that they are made in the same factory and then have the manufacturers logo painted on at a later date, but without it your water ingress warranty goes south for the winter.

 

[Rob1562]

To be fair to the technicians at the Sheffield branch they were spot on, and stated that the floor was engineer levelled so that the m/homes could be left exactly level with the new screen installed for 12 hours so that it set perfectly. He said they shy away from fitting these large screens at home now as the customers drive is often no where near as level as they think it might be.

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[Clarky]

Just for my information what is a OEM screen and how can you tell. I have Bavaria (pilote) A class. We have a tiny chip high up that auto glass says doesn’t warrant a repair .

My question as well, please.

This is the corner of our OEM screen :-

 

[bigtree]

Ummmmm

mine was pence short of £3000.
covered by comfort. OEM fitted by SMC
Auto glass good for small chips but shows away from new screen because of leccy blind they thought they might damage.

That’s buying a screen from the factory, not a fitted price. Shows the mark up and I know from experience how good SMC are at that.

 

[dickydo]

Ordered from Autoglass waited 2 weekss rang them - it had not been ordered and they had no record of original order...

 

[Detnor]

I can only speak from my own experience of a damaged hymer windscreen, called insurance company.
'Autoglass specials' came next day, immediately took the Hymer serial number and rang Travelworld. Called me later to give me a fitting date in just over a week. Turned up at my storage facility, 2 vans, on time. First they got the replacement out of one van and checked they were happy, then left it on a stand to become temperature adjusted. Took the damaged one out and fitted the replacement. All done in under 3 hours, no fuss, mess or issues. Identical screen (I'd photographed the markings), couldn't fault them.

 

[The Wino]

At those prices I'm surprised A class insurance is not through the roof

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[The Lord Squid]

Had a similar experience with my Classic Impreza.

They even managed to bend the screen trims fitting the screen

Still three attempts not too bad I suppose

Makes me feel old to read that a car which first came out when I'd already been driving for 17 years is now a classic.

 

[Silver-Fox]

Makes me feel old to read that a car which first came out when I'd already been driving for 17 years is now a classic.

I certainly couldn’t have bought one when it was registered in 1998.

It had over 10k of approved upgrades

 

[Lenny HB]

Had our screen replaced by Autoglass last year, they came out a next day inspected the screen and agreed it needed replacing. I said I wanted an OEM they said if that's what you want it will take about 7 seven days.
About 10 days later two vans turned up with a genuine screen fitted in about 1½ hours. Saw their invoice from TW for the screen £2044 + VAT.

 

[cliffanger]

What a woeful experience!

We had a crack in our windscreen. National Windscreens ordered a genuine Hymer screen and told us it would take 5 weeks to arrive.

They rang us when it had arrived, and we took the van inand had it fitted, it took 5 hours and the whole experience was absolutely problem free.

Hope you get it sorted.

 

[Lenny HB]

What a woeful experience!

We had a crack in our windscreen. National Windscreens ordered a genuine Hymer screen and told us it would take 5 weeks to arrive.

They rang us when it had arrived, and we took the van inand had it fitted, it took 5 hours and the whole experience was absolutely problem free.

Hope you get it sorted.

If you didn't know National Windscreens is Autoglass.

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