Pros 
Cons Smith&Smith® Authorised Dealer: A Mixed Bag of Experiences
Smith&Smith® Authorised Dealer, located at 56 Gladstone Road, Richmond 7020, New Zealand, is an auto glass repair service earning a respectable rating of 4.200000. They operate Monday to Friday, 8 AM – 5 PM, and are closed Saturdays and Sundays. Their address in Richmond allows them to serve a significant portion of the Tasman region. Initial impressions are positive, with dedicated accessibility features including wheelchair accessible entrance and parking, a welcome inclusion for customers with mobility needs. Reaching them via phone can take a few minutes due to a national system, but once connected, staff are described as friendly and informative.
Exceptional Service – Handling the Unexpected
Several customers have shared remarkably positive experiences, particularly in resolving unexpected issues beyond the initial repair request. One customer’s experience highlights the dealer's responsiveness and efficiency when dealing with vandalism.
"I woke up to 5 of my windows smashed in by some vandal rang my insurance company who got onto Smith and Smith within 4 hours they were here picked up the car and within 48hours the car was returned to me the inside of the car had been all vacuumed out like new from all the glass and when they told me the car was ready there had also been a tryre slashed witch they changed for me so all and all excellent service can't fault it."
This testimony shows an impressive commitment to customer care, going above and beyond the simple windscreen repair. Other positive mentions include:
- Courtesy Car: Provided, minimising disruption for customers.
- Emergency Kit & Treats: A thoughtful touch, leaving a new emergency kit and jellybeans in the vehicle upon return.
- Timeliness: Vehicles were generally ready on time as promised.
- Neat & Tidy Work: Replacement work described as "neat and tidy."
Navigating Potential Downsides: Tinting and Wait Times
While many customers rave about Smith&Smith® Authorised Dealer, a significant concern raised revolves around tinting following windscreen replacement. One customer articulated a frustrating scenario:
"I ended up with a clear glass in my van when the rest of my van had dark windows. Lost all of my privacy. They would not complete the job and get the glass tinted. I complained but it made no difference. WOULD NOT RECOMMEND!!!"
This highlights a potential gap in service and a lack of flexibility regarding customisations. Addressing this issue would significantly improve customer satisfaction. Another recurring point is related to wait times, particularly for appointments.
| Drawback | Details |
|---|---|
| Wait Times | Some customers experienced a wait of a week and a half for a windscreen fitting due to a busy schedule. |
| Tinting Incompatibility | Difficulty in matching existing window tints after windscreen replacement, leading to a loss of privacy. |
| Phone System Delay | Navigating the national phone system can result in some initial delays connecting with a representative. |
It's clear that managing appointment scheduling and offering consistent tinting options are areas for potential improvement.
Overall Impression: A Reliable Service with Room to Grow
Despite the noted limitations, the majority of reviews for Smith&Smith® Authorised Dealer paint a picture of a competent and helpful auto glass repair service. The positive testimonials about their responsiveness to vandalism, courtesy car provision, and meticulously clean vehicles demonstrate a genuine dedication to customer satisfaction. The accessibility features are also a valuable asset. However, the issues surrounding tinting and occasional lengthy wait times need addressing. With adjustments to appointment management and wider tinting options, Smith&Smith® Authorised Dealer could solidify their position as a truly exceptional auto glass repair provider in the Richmond area and beyond.