Pros 
Cons A Mixed Bag of Experiences at Smith&Smith® Henderson
Smith&Smith® Henderson, located at 15 Moselle Avenue in Auckland, is a well-established auto glass repair service catering to the Henderson and wider Auckland area. Boasting a 4.1-star rating, the team handles a wide range of auto glass needs, offering onsite services and prioritizing accessibility for all customers. Their central location and regular opening hours (Monday to Friday, 8 AM – 5 PM, and Saturday 9 AM – 4:30 PM) make it convenient for many. They are easily accessible with wheelchair accessible entrance, parking and restroom facilities. However, as revealed in customer reviews, the experience with Smith&Smith® Henderson can be quite varied, spanning from delightful to deeply concerning. The phone number to contact them is +64 800 483 388.
When Things Go Wrong: The Severity of Repair Mishaps
Several reviews highlight significant issues, painting a picture of potential shortcomings in the repair process. One particularly alarming account details a customer's experience involving a $120,000 Lexus RX. The vehicle was entrusted for windshield replacement, only to be delayed and then returned with a damaged frame cut during the procedure by a junior technician. The lack of initial apology from this technician and the manager's seemingly blasé response ("it is what it is") was deeply dissatisfying. Further compounding the issue, the customer subsequently discovered four new dents on the car after the repair. While a senior technician later clarified the technician’s mistake (using an inappropriate cutting tool), the initial handling of the situation, and the subsequent damage, raise serious concerns about quality control and customer care. It underscores the potential for errors and the importance of thorough training and oversight amongst all staff. This experience serves as a cautionary tale, highlighting that while repairs can be successful, the process isn't always flawless.
Shining Moments: Exceptional Service and Expertise
Despite the concerning incidents, a significant portion of reviews detail overwhelmingly positive experiences with Smith&Smith® Henderson. Many customers praise the professionalism and expertise of specific staff members. The team leader, in one instance, went above and beyond by thoroughly inspecting a Honda Fit's windshield, identifying a potential rust issue before reassuring the customer that no further repairs were needed. Customers particularly appreciated this proactive and honest assessment. Another customer lauded the "seamless" and "utterly excellent" service, likening it to a television advertisement. Others highlighted the friendly and helpful nature of staff like Liam, who readily accommodated a last-minute appointment, and Chris, who provided an excellent and pleasant service. Several customers emphasized the clarity of the new windshields, the quiet operation of new wipers, and the meticulous attention to detail – ensuring the car remained clean throughout the process.
Accessibility and a Focus on the Customer
Smith&Smith® Henderson clearly prioritizes accessibility, offering wheelchair-accessible entrance, parking, and restrooms – a commendable inclusion. Beyond the physical accessibility, many reviews emphasize a strong customer focus. Staff members are often described as friendly, helpful, and willing to go the extra mile. The ability to change appointments at short notice, the provision of informative advice (like regarding wiper blade and cabin filter replacements), and the overall commitment to treating customers like valued individuals are regularly mentioned as key strengths. The positive interactions often cited highlight a genuine desire to satisfy customers and create a positive repair experience, adding a layer of reassurance amidst the reported challenges. This consistent theme of positive client interaction speaks volumes about the potential for Smith&Smith® Henderson to excel in customer service when things are running smoothly.