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“Poor communication and response ”

written by jocelynm22 on 28/09/2015

My car window shattered in the morning of Wednesday 23rd sept, I called my insurance straight away and paid the excess to have autowindscreens come out to fix it. I was told it should be that day, but could be the Thursday, but that someone would call to confirm. This was around 8am. By almost 2pm I had heard nothing, so called to check every hour, as each time it was 'escalated', yet I never got a call back. The evening team call at 7.30pm to tell me they couldn't even put a temporary plastic window, as theirs didn't fit my car. I was assured someone would call back Thursday to sort a time. After 1pm I had not had a call, so ring in and was assisted by someone very helpful called Olly, who managed to contact the 'call back' team and confirm they would come out Sunday (as they has to order the glass, which was due to be delivered Saturday). I find it bizarre that a company who's trade is glass fitting does not keep stock of every window, my car is a mini, so it's can't be rare that they would need to fix one. Yet, I am grateful to olly for being the first honest person and actually sorting out a time for my car to be fixed. I was told this would be 2pm Sunday. I called on Friday to confirm this, as Olly had left me this information in a voicemail. On Sunday, I waited until 2.30pm, before calling again, as no one had arrived, only to be told it wasn't booked for 2pm. It was booked between 5-8pm. I had already missed a family birthday to be home at 2 for this, and then had to miss a friends evening birthday event to stay home for when it was actually booked. The technician was over an hour later than he has stated as well, although this was due to traffic, and I actually think he was incredibly friendly, helpful and efficient in fixing the window. However my experience of the whole process has been extremely poor, aside from it take 5 days to fix my window, I wasn't even kept up to date throughout, which would have made a huge difference to me!