Pros 
Cons A Cascade of Complaints: Recurring Issues Plague Smith&Smith® Invercargill
The 4.0-star rating for Smith&Smith® Invercargill auto glass repair service, located at 1 Liddel Street, Invercargill 9810, NZ, paints a picture that’s far more complex than a simple average suggests. While some customers praise the service (detailed later), a significant number express serious concerns regarding the quality of workmanship, communication, and overall customer experience. A recurring theme throughout numerous reviews points to systemic issues that appear to stem from internal processes and potentially, management oversight.
Several customers detail instances of sloppy work. Notably, one reviewer reported a leaking windscreen after the repair, mirroring issues allegedly experienced at the Blenheim branch–suggesting a lack of consistent quality control across locations. This was compounded by the discovery of a black mark left inside the vehicle’s cab, further demonstrating a disregard for attention to detail. Beyond the initial repairs, there are consistent complaints related to parts management. A particularly frustrating example saw a customer travel daily from a rural area, only to be informed five minutes before scheduled pickup that the wrong windscreen had been ordered, resulting in a three-day delay and requiring a borrowed vehicle. Adding insult to injury, the customer's radar detector suction cups mysteriously disappeared during the car's stay. The perceived lack of concern from staff regarding these issues fuelled a sense of frustration and ultimately led to a vow to never return.
| Issue Reported | Frequency | Impact |
|---|---|---|
| Leaking Windscreen | High | Safety Hazard, Customer Inconvenience |
| Incorrect Windscreen Order | Moderate | Significant Delays, Disruption to Customer Schedules |
| Lost Customer Property | Low | Frustration, Loss of Personal Items |
| Sloppy Workmanship (Marks, Residue) | Moderate | Aesthetic Concerns, Potential for Further Issues |
Customer Service: A Mixed Bag of Experiences
The experiences reported with Smith&Smith® Invercargill’s customer service are decidedly mixed, ranging from initial friendly interactions to alarming incidents of dismissive behaviour and questionable sales tactics. One initial chip repair visit involved a cursory handover with keys being tossed and a shrug accompanied by a comment about the "cloudiness" of the repair, a feeling of being treated without respect.
Further compounding the problems, a customer attempting to have a windscreen replaced (due to insurance) received repeated, unsolicited inquiries from staff questioning the necessity of the replacement and suggesting the insurance company might be unaware. This went beyond simple dialogue, bordering on an accusatory stance and demonstrating a concerning lack of respect for the customer's decisions and insurance arrangements. Scheduling also presents challenges, some users finding appointments difficult to secure and experiencing unexpected cancellations. One instance saw a scheduled pickup delayed by over an hour due to staffing shortages – highlighting organisational deficiencies and a lack of consideration for the customer's time.
Moments of Positivity: A Glimmer of Hope
Despite the overwhelming negative sentiment, a few customers have expressed positive experiences, offering a contrasting perspective. Some praise the speed of service and easy booking process, suggesting a potential for excellence when things run smoothly. One customer specifically highlighted the friendliness of a technician who went "beyond the norm" to assist with a non-glass related issue, demonstrating a willingness to provide exceptional service. These positive reviews, while fewer in number, are crucial in understanding the potential for Smith&Smith® Invercargill to deliver a satisfactory outcome – assuming consistent standards and improved communication are implemented.
Highlights from Positive Reviews:
- Quick and efficient service
- Easy online booking
- Friendly and helpful staff willing to go the extra mile
- Positive experience with chip repair
A Need for Transformation: Addressing the Root Causes
The cumulative weight of the negative reviews reveals a pattern of problems that require more than just isolated fixes. The issues—from incorrect parts orders and shoddy workmanship to dismissive customer service and organizational challenges—strongly suggest systemic problems within Smith&Smith® Invercargill. The frequent mention of a lack of concern from staff points to a potential training gap or a broader cultural issue within the branch. The consistently failing to fulfil commitments, such as promised callbacks or rescheduled appointments, indicates a lack of accountability and a need for improved internal communication. Addressing these issues will likely require a comprehensive review of operational processes, enhanced staff training (particularly focusing on customer service and attention to detail), and potentially, a shift in management's approach to customer relations. The incidents relating to WOF failures underscores the serious implications of inadequate workmanship and reinforces the need for urgent corrective action to restore customer trust and ensure vehicle safety.