Smith&Smith® Mt Maunganui: Customers Share Their Glass Experience

A Solid Reputation: Smith&Smith® Mt Maunganui's Overall Score

Smith&Smith® Mt Maunganui has earned a respectable rating of 4.3 out of 5 stars, a testament to the consistent service they provide in the competitive auto glass repair industry of Mount Maunganui. This rating reflects a generally positive customer experience, with many praising their professionalism, helpfulness, and efficient service. Located at 64 Hewletts Road, Mount Maunganui 3116, NZ, the shop is easily accessible, boasting wheelchair accessible entrance and parking. Their commitment to accessibility ensures that everyone can access their services. The convenient opening hours (Monday-Friday 8 AM – 5 PM, Saturday 9 AM – 1 PM, Sunday Closed) mean they cater to a wide range of schedules. With a phone number of +64 800 483 388, booking appointments is straightforward, which is consistently mentioned as a positive. Overall, the strong rating suggests that Smith&Smith® Mt Maunganui is a reliable choice for auto glass needs within the region, consistently aiming for customer satisfaction. Their ability to navigate insurance claims also factors into the positive perception.

Shining Moments: Praises & Positives

The feedback consistently highlights several key strengths of Smith&Smith® Mt Maunganui. Here's a breakdown of what customers are raving about:

• Exceptional Communication: Many reviewers specifically mention the excellent communication throughout the process – leveraging text, email and phone calls to keep customers informed, particularly those referred by insurance providers.
• Seamless Insurance Handling: A significant advantage cited is Smith&Smith's ability to handle insurance claims, taking the hassle out of the process for the customer. This is a huge value-add, freeing up customers’ time and reducing stress.
• Professionalism & Helpfulness: Comments repeatedly praise the team's professionalism and willingness to assist. "Very professional and helpful" is a recurring phrase.
• Quick Turnaround: Customers are pleased with the speed of service, noting a "very quick turnaround" for both large and small jobs. This efficiency is a major draw.
• Warranty Honoring: Smith&Smith are recognized for upholding their warranty promises, providing comfort and confidence to customers.
• Outstanding Customer Service (Call Centre): The call centre receives specific praise for being readily available ("always pick up the phone"), responsive, and demonstrating genuine care for the customer.
• Going the Extra Mile: One review details a particularly impressive instance of exceptional service where staff went above and beyond to resolve an ongoing issue.
• Bonus Touches: A complementary car vacuum was a surprising and appreciated gesture by one satisfied customer.

"Smith and Smith definitely honour their warranties and the staff are always helpful and courteous, particularly the call center staff who always pick up the phone and actually care about the customer." – A Verified Customer

Addressing Challenges: Areas for Improvement

While the majority of feedback is positive, there's an important area of concern raised that Smith&Smith® Mt Maunganui needs to address. One customer experienced a cracked windscreen repair that was initially performed incorrectly, leading to further issues and multiple visits. Furthermore, after electrical damage to the car occurred during the repair process, the company reportedly refused to cover the $161 invoice for an electrician’s assessment.

This highlights a need to:

• Reinforce Quality Control: Ensure rigorous quality checks are in place after all repairs to prevent issues like improper windscreen sealing.
• Manage Electrical Damage Claims Responsibly: Review and refine the process for handling claims related to electrical damage, ensuring fairness and transparency. Refusing to cover a relatively minor electrical check fee creates a negative perception, even if liability is disputed.
• Proactive Communication Regarding Potential Issues: Even if issues arise, keep the customer informed of expected delay in management of the issue.

It’s important to note this is a single instance amongst numerous positive reviews, but it warrants attention to uphold the high standards customers expect.

Key Takeaways & Contact Information

Smith&Smith® Mt Maunganui appears to be a popular and reliable choice for auto glass repair in Mount Maunganui, consistently achieving positive feedback for exceptional communication, insurance claim management, and professionalism. Their accessible location and convenient hours further enhance their appeal. While there’s a nuanced situation regarding a specific repair issue that should be addressed, the overall sentiment is overwhelmingly positive.

Here’s the essential information for getting in touch:

• Shop Name: Smith&Smith® Mt Maunganui
• Address: 64 Hewletts Road, Mount Maunganui 3116, New Zealand
• Phone: +64 800 483 388
• Hours of Operation:
  • Monday: 8 AM–5 PM
  • Tuesday: 8 AM–5 PM
  • Wednesday: 8 AM–5 PM
  • Thursday: 8 AM–5 PM
  • Friday: 8 AM–5 PM
  • Saturday: 9 AM–1 PM
  • Sunday: Closed
• Accessibility: Wheelchair accessible entrance and parking available.