Pros 
Cons A Mixed Bag of Experiences with Smith&Smith® Hastings
Smith&Smith® Hastings, located at 504 Karamu Road North, Hastings 4122, NZ, operates with a 3.9-star rating, suggesting a service that’s generally positive but with room for improvement. This article delves into the diverse customer feedback regarding their auto glass repair services, highlighting both the praises and the points of concern. They’re open Monday to Friday from 8 AM – 5 PM, with Saturday hours from 9 AM – 1 PM, and closed on Sundays. For those requiring accessible services, Smith&Smith® Hastings boasts both wheelchair-accessible entrances and parking. Calling their 0800 number is often necessary to secure a booking, as online options don’t allow for over-the-counter payments (accepting only AfterPay and card).
The Bright Spots: Helpful Staff & Streamlined Processes
Several customers laud the positive interactions and efficient service provided by Smith&Smith® Hastings. Multiple reviewers specifically mention the exceptional service of Paul, praising his professionalism, helpfulness, and ability to resolve issues effectively.
- Personalised Advice: Many highlight the initial consultation, with Fernando mentioned specifically for providing clear explanations of repair options and potential outcomes. This proactive approach clearly demonstrates a commitment to customer understanding.
- Hassle-Free Bookings & Convenient Service: The online booking system is considered easy to use and is recommended, although calls to the 0800 number are sometimes required for securing appointments. Text reminders are a welcome addition, ensuring customers are kept informed.
- Quick Turnaround: A recurring theme is the speedy service, with several customers reporting completion within the estimated timeframe, and even earlier in some cases. One customer was particularly impressed with a 2-hour turnaround for a windshield repair.
- Clean & Professional Finish: Customers appreciate the return of their vehicles clean and with the glass repair done flawlessly. The offer of additional services like windscreen repellent and wipers is also noted as a positive.
"Just so easy from start to finish. On-line booking, text reminders, and finally just drop off the vehicle and come back when they text it's done (was finished early)." - Happy Customer
Troubleshooting Timescales & Technical Knowledge: Areas for Improvement
While the overall experience is often positive, a significant thread of criticism revolves around inaccurate time estimates and, in some cases, a lack of technical expertise. These concerns highlight vulnerabilities within Smith&Smith® Hastings’ processes.
- Booking System Issues: One particularly frustrated customer experienced a deeply problematic booking. Despite scheduling an appointment for a windscreen replacement expecting completion within an hour, the car remained untouched for 50 minutes. This raises serious questions about the booking system’s effectiveness and the management of appointments.
- Aftermarket Windscreen Concerns: A more complex case involved issues with aftermarket windscreens and their compatibility with a vehicle's heads-up display. The technician initially dismissed the customer's concerns, suggesting a period of adjustment was needed. This disregard of pre-existing information and the insistence on using a potentially incompatible part led to significant inconvenience and multiple vehicle drop-offs to rectify the situation. This speaks to potential gaps in technical knowledge regarding specific vehicle models.
- Cost vs Customer Service: It’s suggested that pursuit of cost reductions may be impacting customer service quality.
| Issue | Severity | Possible Solutions |
|---|---|---|
| Inaccurate Time Estimates | High | Improve internal scheduling and communication protocols. |
| Technical Knowledge Gaps | Medium | Invest in training and ensure technicians are well-informed. |
| Booking System Malfunctions | High | Audit and refine the booking system to ensure more reliability |
Accessibility & Overall Customer Sentiment
Smith&Smith® Hastings earns positive marks for its commitment to accessibility, providing both wheelchair-accessible entrances and parking for customers with mobility requirements. The overwhelmingly positive testimonials, particularly those praising Paul and the streamlined process, paint a picture of a service that can deliver exceptional results. However, the negative experiences regarding booking issues and technical misunderstandings serve as reminders of areas needing consistent attention. While many customers sing the praises of Smith&Smith® Hastings, addressing the identified shortcomings will greatly contribute to bolstering their reputation and elevating the overall customer experience.