Pros 
Cons NOVUS Glass Napier: A Mixed Bag of Experiences - What Customers Are Saying
NOVUS Glass Napier, located in Onekawa, Napier, consistently holds a 4.5-star rating, indicating a generally positive reputation amongst customers in the Hawke's Bay region. This article delves into the reviews and opinions shared by individuals who have interacted with the shop, offering a balanced perspective on their services, customer care, and potential areas for improvement. The phone number is +64 6 842 0282 and they are located at Cnr Wakefield st &, NOVUS Glass Napier Sheffield Place, Onekawa, Napier 4110, New Zealand. They are open Monday to Friday, 8 AM - 5 PM.
The Good: Efficiency, Friendliness & Helpful Extras
A consistently recurring theme throughout the positive reviews highlights the efficiency and friendly service experienced at NOVUS Glass Napier. Many customers praise the swift turnaround times and the proactive approach taken by the team. Here's a breakdown of what people are loving:
- Fast and Efficient Repairs: Numerous customers express appreciation for the speed with which their auto glass issues were addressed, getting them back on the road quickly. The phrase "extra quick and efficient service" appears repeatedly.
- Outstanding Customer Service: Several reviewers specifically commend the team’s exceptional customer service, describing it as “amazing” and noting a willingness to help.
- Helpful Receptionists (Generally): A significant number of positive reviews mention the receptionists as being "super helpful" and contributing to a positive first impression.
- Courtesy Car Availability: The offer of a courtesy car during repairs is a highly valued perk, especially for customers who rely on their vehicles for daily commutes.
- Awards and Recognition: The shop's award-winning status adds to its credibility and reinforces the perception of high-quality service. “It's no wonder they win so many awards 😎" exemplifies this sentiment.
"Fantastic!!! Fast and friendly service from first contact. Receptionists were super helpful, definitely my first choice. Loved having a courtesy car on offer. 10/10, Outstanding service and efficiency from the whole team!" – A happy customer.
Areas for Improvement: Inconsistent Communication & Booking Issues
Despite the overall positive rating, a concerning number of reviews point to areas where NOVUS Glass Napier could improve, primarily concerning communication and booking processes. This highlights a gap between the expected level of service, given the positive feedback, and the reality for some customers. Key concerns include:
- Unresponsive Receptionists: Several reviewers describe encounters with receptionists who appeared disinterested, unwilling to assist, and difficult to reach by phone. A key complaint is "Calling them appears to be pointless as they barely answer the phone.”
- Quote Discrepancies: One particularly distressing review details a significant difference between the initial phone quote and the final price, leading to a frustrating and emotionally distressing situation for the customer.
- Incorrect Screen Orders & Multiple Trips: A customer travelling from Wairoa experienced a frustrating situation where the correct windscreen wasn't available for their scheduled fitting, requiring a third trip to the shop. This highlights a need for better stock management and communication regarding part availability.
- Payment Issues: A customer was allegedly refused to pay via bank deposit, leading to further distress. While credit/debit cards and NFC mobile payments are accepted, this incident suggests a need for greater flexibility in payment options.
- Accessibility Considerations: While wheelchair accessibility is offered – both entrance and parking – there's an opportunity to ensure staff are fully trained in assisting customers with disabilities to maximise accessibility. The planning facility recommending appointments makes sense, especially given the potential for longer fitting times.
| Issue | Description | Potential Solution |
|---|---|---|
| Phone Unresponsiveness | Difficulty reaching receptionists. | Implement a call-back system or automated message during peak hours. |
| Quote Variability | Major difference between quoted and final prices. | Implement a clearer breakdown of costs upfront, and double-check all details before confirming a price. |
| Incorrect Screen Orders | Wrong windscreen delivered, leading to rescheduling. | Improve stock management and verification procedures to ensure the correct part is ordered and available. |
Navigating the NOVUS Glass Napier Experience: Important Considerations
Given the mixed reviews, here's guidance to potentially improve your experience with NOVUS Glass Napier:
- Book Appointments: It’s recommended to book appointments as they manage availability effectively, assuring prompt service.
- Confirm Quotes in Writing: Always obtain a written quote before committing to any work to avoid unexpected price increases.
- Verify Part Availability: If travelling from a distance, absolutely confirm the windscreen is in stock before planning your visit. Ask for written confirmation.
- Be Prepared for Potential Delays: While efficiency is often praised, be mindful of the possibility of delays, especially if a part needs to be ordered.
- Consider Insurance First: Ensure you have contacted your insurance company, as they may have preferred providers or specific processes to follow.
- Payment Flexibility: Ask about available payment options, especially if you are unable to pay with a card.
By understanding the experiences shared by other customers, you can make informed decisions and potentially mitigate any potential issues when using NOVUS Glass Napier's services.