Windscreens

Windscreen Repairs Australia

1 Review

call business (02) 9638 1738

Rydalmere

NSW, 2116

VISIT WEBSITE

Rydalmere,

NSW, 2116

Windscreen Repairs Australia

5 STAR GOOGLE RATING - 5 STAR GOOGLE RATING - 5 STAR GOOGLE RATING

Despite what you may have been told -
your windscreen may be able to be repaired.
And for literally half the price of some others.
Don't Call "O" for O'ver the top prices.
Established 1978 - Australia's 1st Repair Service

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(02) 9638 1738 0411 144 848
43233652067

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annoyed customer 789
OVER 6 years AGO

I was warned very clearly by him that the bullseye/star would be 80% repaired, after the repair it was more like 80% unrepaired. I wish the guy charged me $20 - $30 for his time to warn me that the repair will still be very visible, I am not that fussy but I can hardly see the difference after repair. $70 flushed down the drain, now I need a new windscreen..

I'm so annoyed about his such unprofessionalism and lack of concern for customer service.

Windscreen Rep Aust
OVER 6 years AGO

Part 3

I remember our meeting clearly. You mentioned that you were in a hurry to get back to work. And with respect, it is my perception you appeared to not be attentively listening to my explanation. This was validated, as at the end of it you asked, “so it’ll be 80 percent"? Now as I’ve stated, a blanket percentage like that is inaccurate and ignores all the details of variation, about which I’d just informed you. However, rather go through it again, and waste your time, I paused, then said “mmm, yes, that’s a reasonable estimation". That was my (only) mistake. I should have redirected you. Because that’s all you absorbed, 80%, and is the basis upon which you are now framing your claims.

So, yes, yours is absolutely a distorted perception of that reality. A simple 80% estimation, which disregards all the nuances that have been meticulously described, is counterfactual.

Windscreen Rep Aust
OVER 6 years AGO

Part 4

Practically all repairs vary visible depending on from where you view them. I told you that. So, your first sentence that "I was warned very clearly by him that the bullseye/star on my windscreen would be 80% repaired” is, for all the above reasons, 100% inaccurate and uninformed and totally discredits that vital sentence. Thus, by definition, a “distorted view of reality”. That’s not an insult, it’s a diagnosis.

But now, totally objectively, leaving aside for a moment the subjective issue of appearance, it HAS been repaired. 100% repaired. !00% guaranteed not to crack. I told you that. 100% guaranteed for registration. I told you that. It’s also written on the LIFETIME WARRANTY supplied to you. So your windscreen is completely saved, structurally and legally.

Windscreen Rep Aust
OVER 6 years AGO

Part 5

So your suggestion of 20 - 30 (dollars I assume) to advise that “repair won’t fix it”, is completely wrong. It was repairable. 100% repairable. And it’s been repaired. 100%. 100% not to crack and 100% guaranteed for registration. You still have my LIFETIME WARRANTY stating so.

And further to that I have never charged anyone for my time in explaining that a screen is not repairable. That would be illegitimate. It only takes a minute to do so. As I have done so tens of thousands of times, as frequently damage is beyond repair.

It just didn’t disappear. They never do, not 100%. Sometimes pretty close to that, and others scaling down to still plainly visible. Yours was somewhere near the middle of that scale. And it was thoroughly explained to you.

Windscreen Rep Aust
OVER 6 years AGO

Part 6

And to ensure I remain publicly transparent, via full disclosure I will now paste below, in italics, my original response (from I believe it was 5th June) to your original post, (the day before), and then the text messages that followed.

5th June - Well, Angela, I am slightly surprised at this distorted perception of reality. It was, as you’ve acknowledged, made absolutely clear to you that this particular damage would be improved, but still plainly visible from some angles, particularly from inside the car, looking out. Your 80% gauge is misleadingly subjective, as it depends entirely on the position from which it is viewed. In fact, from the outside it would be better than 80% and from inside less so. This is commonly the case.

Windscreen Rep Aust
OVER 6 years AGO

Part 7

After 40 years of doing repairs I am well used to different people’s expectations of the varying cosmetic improvements possible, so without exception I do my best to ensure it’s understood prior. Still, however there a some, a very few, that fail to thoroughly absorb my explanation, hence remain dissatisfied.

So, in an effort to reinstate my questioned professionalism and maintain the value of the adage that "the customer is always right”, I shall resist commenting fully on my perception of your nature, wherein I believe, lies the true basis of this less than pleasant report.

However, all things considered, it doesn’t please me to have any customer unhappy and in conflict with the 5 star rating service I unfailingly, apart from you, enjoy, so, I’m happy to REFUND YOUR $70.

Windscreen Rep Aust
OVER 6 years AGO

Part 8

Btw, you don’t NEED to replace your screen. It is, as is all my work, 100% guaranteed not to crack further and also to pass any roadworthy test, so only for cosmetic reasons you may personally choose to replace it.

Honestly, you should have simply called me, I’m not an unreasonable person. No need for such vile inaccuracies.

But as I say, if you care to contact me I will, without creating any awkwardness to you, RETURN YOUR FEE.

7th June - I then texted you and said - “Angela, have you seen my response to your Google review and are you interested in my offer? I don’t know what more I can do for you - Graeme - Windscreen Repairs Australia".

Windscreen Rep Aust
OVER 6 years AGO

Part 10

20th June, the day of this writing - You have still not responded. And I suggest part of the reason for that is that you know it is not 80% visible. I couldn’t have remained more professional, not to mention outrageously and undeservingly generous in my offer, to appease your ill-founded dissatisfaction, to BUY YOU A NEW SCREEN

Now I know, you’re not lying, you honestly think that it should be, by your definition, 80% invisible. So I have an understanding of your position. In any disagreement, everybody always thinks they’re right. This one is just one of those unfortunate human misunderstandings.

So once again, I offer, you show me that screen and and IF it is a s you say 80% visible I’ll buy you a new screen. And if not, well, anyone can surmise the motivation in your reticence to attempt to legitimise your claim. Also, be aware, my offer will not last forever.

But still kind regards - Graeme

Windscreen Rep Aust
OVER 6 years AGO

Part 1

Dear annoyed customer,

These are the facts:

I gave you a detailed explanation of the various parts of your particular stone chip (surface chip, watery outline of the bullseye section, likelihood of bubbles that would remain in this type of damage, clear outline of the internal star etc). I explained that you would see different aspects of it depending on the position of view, in particular, much more visible inside than out. That’s always the way. Crack repairs in glass are never something to which one could apply such a lazy all-encompassing potentially troublesome description as, 80%.

Windscreen Rep Aust
OVER 6 years AGO

Part 2

I have been doing repairs for 40 years. Over time I developed that explanation that I can repeat in my sleep as I’ve done it tens of thousands of times. And it was what I said it to you, prior to the repair. I learnt decades ago that it was necessary, as people have varied preconceived expectations.

In fact I play the visual improvement aspect down and try to make it sound worse than it is going to be, thereby hopefully invoking a more favourable view of the finished product. I do this unfailingly.

Does it seem likely I would decide to do a lesser quality repair for some reason, what would be my purpose of that? And be totally in conflict with the glowing reports I unerringly receive and are present in EVERY OTHER REVIEW. Yours is the odd one out. Do you think it was me, or was it possibly something else?

Windscreen Rep Aust
OVER 6 years AGO

Part 9

You answered “Hmmm i also did same review on product review and true local. Now seeing "distorted perception of reality” infuriates me even more. 80% is quite clear. It has hardly changed in the repair.As I said id rather give you 20 - 30 for your time and be advised repair won’t fix it. Me wanting to replace my windscreen is because the damage and lack of repair is a horrible reminder of my experience”.

To which I answered “Then the next step is for me to see that repair”.

8th June - you hadn’t respond so I wrote again - “Hi *******, haven’t heard back from you. You have misread me and the situation. I’m trying to help you. Happy to refund and further, you show me that screen, and if it is as you say, 80% visible, I’ll buy you a new screen. I’m OK to come and see you, to save you a second visit, whatever suits you”.

annoyed customer 789
OVER 5 years AGO

I have been refunded now by the repairer....

Windscreen Rep Aust
OVER 5 years AGO

Part 11 25th June, You wrote - Hi there,how can i take you up on your $70 refund. Also i dont feel confident in having my car near you from this point and you seem quite in disagreeance to my claim to be 80% still visable so i dont think you paying for a windscreen will ever happen in any event...
25 June – I answered - A refund is simple, I’ll direct deposit or send a cheque, whatever is your preference. I would hope that you will add a postscript, accurately stating what has transpired. Regarding a replacement screen, I stated the terms, and for now, they still stand. If that windscreen repair is as you claim, 80% unchanged I will pay for a new screen, fitted of course, everything, mobile, GST, lifetime warranty, included.

Windscreen Rep Aust
OVER 5 years AGO

Part 13 (cont) This episode has caused me some grief. Not because of any real impact on my business, as it is so in contrast with all other reviews, so little effect there really but regardless of that, it has frustrated me as it just wasn’t the right portrayal and I hate anything being out there that I feel isn’t just. Honestly, there was nothing wrong with that repair quality. No, it didn’t disappear, they never literally do, but the way it evolved, it became a fruitless debate over percentages etc. But, I won’t bore you with another long explanation about various angles etc, I’m assuming you’ve seen my long-winded response to your posts. I’ve tried to detail it there. It was just such a shame we weren’t on the same page as far as your expectations and what was physically, “cosmetically", possible with that particular individual piece of damage. Structure and legality is 100% black and white and guaranteed but appearance can be subjective.

Windscreen Rep Aust
OVER 5 years AGO

Part 14 (cont) Where I perhaps failed with you was not solidifying that you were crystal clear with my pre repair explanation. No defective repair job, or skill, or deceit, or plan to extract your money unjustly, just a lack of communicable understanding. So again, truly sorry, that it was less than you anticipated. That doesn’t please me at all.

Windscreen Rep Aust
OVER 5 years AGO

Part 15 (cont) But again, there was nothing more I or anyone could have done for a different cosmetic result. Actually, I should have thought before now to suggest that perhaps, if you are interested, and I would welcome it - if you took it and showed any other windscreen repairers and they should be able to recognise what it was like prior and hopefully give you an honest appraisal of the existing repair. If only for your peace of mind and to diminish the poor opinion you have of me.

Windscreen Rep Aust
OVER 5 years AGO

Part 16 (cont) So, as I said, it doesn’t particularly impact my 40 year old, otherwise unanimous 5 star overall Google rating. However, having said that, as I didn’t have anything active on the other site, and as yours is the only review, it does indeed display a very bad image of my business, which I hope, really hope, you are, or might become, at least partially convinced is not reflective of your initial and sole and experience with it. And is absolutely not deserving of such the unjustly inaccurate one star rating public image presently displayed. And I would be disappointed and surprised if you actually thought that was fair. So am eager to see either a removal or strong postscript.

Windscreen Rep Aust
OVER 5 years AGO

Part 17 (cont) Anyway, as this episode is nearly complete (and believe it or not, I am trying to keep this minimal). But one final gesture to you. Truly, it has always been my intention, nature, and habit, to try to do the best for my customers, I have, on countless occasions, gone out of my way to assist, done discounted repairs, down to scores of free ones when I thought it was warranted. At my own whim. Sometimes if for some reason the job wasn’t up to scratch, or I sensed the person was financially struggling, or if I simply took a personal liking to them, or something as trivial as if if they’d had a bad day and i thought I could create a positive change to that. They have been some of my greatest enjoyments.

Windscreen Rep Aust
OVER 5 years AGO

Part 18 (cont) So, in a similar effort to finally convince you of my intentions, which are NEVER “deceitful”, I happily offer to you, and your family, or whoever you wish to nominate as a friend - get them to identify themselves as such and you and they will have "a lifetime of free windscreen repairs". Chip a screen, bring it to me, no charge, ever. And you would have to expect that if such a scenario arose, me being fully aware of them being associated with you, that I would be hyper attentive and obviously do the best possible job. Plainly that would be in my best interest. But again you will see, even under those circumstances, that repairs don’t disappear and sometime nowhere near it. It’s the nature of repairing glass. They vary infinitely in the cosmetic result depending on type, size and age etc.

Windscreen Rep Aust
OVER 5 years AGO

Part 19 (cont) And if you do ever do personally accept this invitation, please don’t feel awkward. I will do my best to make it easy on you and perhaps we can have a giggle over this whole thing as in the long run, I’m guessing, it’s not one of either of our major life issues. If you can’t tell I’m genuine by now, then this really has been in vain,
Cheers and good wishes,
Graeme
13th July – I checked Google – she had removed the review. I checked True Local – she had written “I have been refunded now by the repairer”…

Windscreen Rep Aust
OVER 5 years AGO

Part 12 (cont) 7 July – you wrote - Hi there..i would prefer a bank transfer and then i will remove and / or update the review once cleared..thanks.

9 July - I answered - OK, thanks.

I have transferred $70 to your account as agreed. I will trust and look forward to a fair result from your side our agreement, thank you.

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