| rev:text
| - 7.5 WEEKS - many, many complaints about the service I received from Safelite Auto Glass in Phoenix. First - I scheduled through my insurance company for glass replacement early in the summer. It took about a week to get on the schedule. Ok. The first technician arrives at the end of his day and doesn't know how to take the GPS antennae off my window and safely put it back on. He calls his supervisor. They determine they need to order a "kit" from the dealership. The office orders the kit. I call to confirm they will call me when the "kit" arrives from the dealership. 2 weeks pass, no call to reschedule.... 3 weeks.... 4 weeks... at this time I say - really, it's been 4 weeks don't tell me you don't have it yet. She puts me on hold - and oh, yes, the "kit" has arrived. Now, get on the schedule again. Driver / technician arrives - he has NO windshield to replace is only armed with double sided sticky tape. He says there is no such "kit" all vans use double sided sticky tape. Oh, and by the way they have a lot of problems with new technicians who just try to get out of work when they are at the end of their day. He apologizes, he was informed the windshield had been replaced and he just needed to reattach the antennae. So he leaves and I call again to reschedule. This time the driver arrives and looks completely confused about the windshield, the antennae, I become very concerned and then he assures me he's been with the company a long time and that he will get it all taken care of, no worries. 2 hours later a knock at the door..... "did he happen to give me the part that he took off the windshield?" --- No, no, you didn't. So, a 15 minute search ensues all through my vehicle, all through his vehicle which was a mess. And no, it's lost. It disappeared into thin air apparently and so Safelite would have to order a new part. Seriously, that took 2 calls to executive customer service and then a follow up call to the office again to see where the part was. 7.5 weeks later the final technician arrives, with the part and the double sided sticky tape needed to attach it and there we go. FINALLY have a new windshield and functioning GPS.
You know what's the worst part. There was no offer to make it right, there were few apologies. If it was me managing this customer service division I would definitely have procedures in place to make things right with customers who we had severely messed up!
A total comedy of errors and unfortunately very much lacking empathy and follow through.
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