Pros 
Cons A Mixed Bag of Experiences: NOVUS Glass Invercargill Under the Microscope
NOVUS Glass Invercargill, located at 195 Spey Street, Invercargill, has garnered a rating of 4.4 out of 5, signalling generally positive customer perception. This review delves into the spectrum of experiences shared by customers, uncovering both the impressive strengths and areas needing urgent attention within the Invercargill branch. Notably, the shop operates Monday to Friday from 8 AM to 5 PM, with weekend closures. The facility is equipped with wheelchair accessible entrance, parking and restroom, and appointments are recommended. They accept both debit and credit card payments. Phone: +64 3 214 0360.
Shining Moments: Quick Fixes & Exceptional Service
Many reviews highlight swiftly resolved issues and commendable customer interaction. It’s clear that when NOVUS Glass Invercargill operates at its best, the service is genuinely impressive. Here’s a breakdown of the positive feedback:
- Speedy Chip Repairs: Several customers praise the immediate and effective repair of windscreen chips. "They fixed our chip in windscreen immediately, no problem at all. Great service, Screen like new. Thank you." This suggests a skilled team capable of handling smaller damages efficiently.
- Same-Day Availability: The ability to be seen within the hour, as reported by one customer, is a significant advantage, particularly for those requiring urgent repairs. "Excellent customer service. We were able to be seen same day (within the hour) and the crack in windscreen was fixed quickly." This showcases strong operational capacity and responsiveness.
- Holiday Helpfulness: The exceptional support provided to stranded holidaymakers underlines a commendable willingness to go above and beyond. “Very friendly and helpful team, have gone above and beyond to help us when we got stuck with a broken windscreen on holiday. Very much appreciated."
- Mirror Replacement Prowess: The speed and efficiency with which a wing mirror was replaced – just 25 minutes, according to one customer – demonstrates impressive technical skill and a dedication to rapid service. "Absolutely fabulous! These guys are rock stars."
- Positive Communication and Friendliness: Many customers appreciated the friendly and approachable demeanor of the team, and the clarity of communication throughout the service process. "Had windscreen replaced in work car, great service excellent communication 👏 super friendly to deal with."
The Cracks Beneath the Surface: Recurring Issues & Quality Concerns
Despite the numerous positive accounts, a significant number of reviews reveal troubling inconsistencies in the quality of workmanship and a recurring theme of poor phone communication. These issues warrant serious attention and corrective action.
| Issue | Description | Frequency | Severity |
|---|---|---|---|
| Leaky Windscreen Replacement | Windshield replacements reported to leak after installation, indicating potential improper sealing. | 1 | High |
| Dodgy DIY Aesthetics | Criticism of substandard silicone application ("horrible silicon job") and crooked sticker placement. | 1 | Medium |
| Fingerprint Residue | Presence of fingerprints on the vehicle post-service – a sign of lack of attention to detail. | 1 | Low |
| Recurring Chip Problems | One customer experienced a chip reappearing shortly after repair, raising concerns about the long-term fix. | 1 | Medium |
| Phone Quote Refusal | Refusal to provide a quote over the phone, coupled with reportedly rude behaviour, particularly on public holidays. | 1 | High |
The most significant complaint revolves around a windscreen replacement performed to a reportedly subpar standard, with visible silicone work and poorly positioned stickers negatively impacting visibility. Another customer’s frustration stemmed from a recurring chip, suggesting a potential failure in the repair process.
Phone Service: A Critical Area for Improvement
The most consistently highlighted negative feedback centres around the phone service. Multiple customers have expressed dissatisfaction with the unwillingness to provide quotes over the phone and – crucially – experiences of rude and unhelpful staff, even on a public holiday.
A reviewer explicitly stated: "Terrible phone service, wouldn't provide a quote over the phone and told me to ring the next day. The lady was also very rude. Yes it's Good Friday, but Smith & Smith provided me with a quote and so did a small local vehicle glass repairer and they did so with a great attitude and great service."
This issue isn’t just about inconvenience; it’s a reflection of NOVUS Glass Invercargill’s overall customer service approach. As another reviewer aptly put it: "You should train your staff to have better customer service on the phone regardless of what day it is, or if that's too hard, then don't have someone operating the phones on a public holiday." Addressing this deficiency is paramount to improving the overall customer experience.