Smith&Smith® Wellington: Windshield Woes and Customer Concerns

A Mixed Bag: Examining Smith&Smith® Wellington’s Windscreen Services

Smith&Smith® Wellington, located in Mount Cook, offers auto glass repair and replacement services across Wellington and the wider NZ region. Operating Monday to Friday from 8 AM to 5 PM, and with Saturday hours from 9 AM to 1 PM, they’re a readily accessible option for many. Their premises are readily accessible, boasting both wheelchair accessible entrance and parking – a significant plus for customers with mobility needs. Payment flexibility is also a strength, accepting credit cards, debit cards, and NFC mobile payments. While the 3.6-star rating suggests a need for improvement, some customer experiences have been positive, praising the efficiency and professionalism of the staff. However, a recurring theme in the reviews is a concerning lack of transparency and issues with customer service, particularly regarding additional charges and handling of complaints. The phone number to contact them is +64 800 483 388, and their full address is “Smith&Smith® Wellington 23/25 Torrens Terrace, Mount Cook, Wellington 6011, New Zealand." Let's break down the good, the bad, and the concerning trends.

The Sparkling Positives: Efficiency and Communication

Several reviews highlight notable strengths in Smith&Smith® Wellington's operational efficiency. Customers frequently mention the proactive communication – receiving phone calls, emails, and text reminders leading up to their appointments. This level of attentiveness demonstrates a commitment to organisation and keeping customers informed. Positive experiences often centre around the staff's helpfulness and friendliness, creating a welcoming atmosphere. One customer specifically mentioned their car being ready exactly when promised, reflecting timeliness and reliable service delivery.

"Excellent services, booked online, and they followed up with text and email. Got there, and the guy made sure everything was ready and I knew what was going on. Text me two hours later job done. Got there, another guy went over everything, including the warranty information. Fast and efficient.”

This quote exemplifies the ideal customer experience showcasing excellent communication and professional execution. Many customers appreciate the clarity and detail provided regarding the service and warranty. This attention to detail builds trust and contributes to a positive perception of the company.

Here’s a summary of the points that earned praise:

• Proactive Communication: Text, email, and phone reminders.
• Staff Friendliness: Helpful and approachable personnel.
• Timeliness: Cars ready when promised.
• Clear Explanations: Warranty and service details communicated effectively.

The Cracks in the Glass: Customer Service & Pricing Concerns

The most significant area of concern appears to be customer service, especially relating to pricing and transparency. Multiple reviewers detailed frustrating experiences regarding unexpected and inflated charges. The most prominent example involves a customer’s wife being quoted $50 for wiper blades and subsequently charged $150. Attempts to resolve this issue were met with resistance, with management refusing to investigate the technician's misleading quote and showing an unwillingness to provide a refund.

Beyond this, several customers express feeling taken advantage of or misled regarding additional services. This suggests a need for greater clarity in quoting and a stronger emphasis on ethical sales practices. Other issues reported include:

• Unexplained Price Hikes: Significant discrepancies between initial quotes and final charges.
• Lack of Accountability: Management's refusal to address technician errors and investigate complaints.
• Deceptive Practices: Possible intentional misleading on service costs.
• Use of Second-Hand Parts: Installing a used windscreen on a relatively new vehicle without explicit customer consent.
• Lost Parts: Failure to properly secure replacement windows and losing door panels during the repair process.
• Rescheduling Issues: Frequent rescheduling of appointments, sometimes with little notice and due to internal operational errors.

The core sentiment across these complaints is a feeling of being treated unfairly and a lack of genuine concern for customer satisfaction.

Unreliable Repairs & Quality Control: A Pattern of Problems

Beyond pricing issues, a worrying number of reviews describe problems with the quality and reliability of the repairs themselves. Several customers experienced issues that directly arose from Smith&Smith® Wellington’s actions:

• Windscreen Damage During Repair: One review alleges a technician cracked the windscreen while attempting to repair a chip.
• Incorrect Parts Ordering: Repeated failures to order the correct parts for the job, leading to delays and multiple appointments.
• Damage to Existing Components: Breaking the original window while attempting to remove a part.
• Poor Quality Replacement Parts: Installation of a scratched, second-hand windscreen.
• Insecure Window Installation: Leaving a new window unsecured on the back seat after installation.

These issues point to potential problems with technician training, quality control processes, and a lack of attention to detail. The repeated instances of errors, combined with the dismissal of customer complaints, create a concerning picture of an organisation that struggles to consistently deliver reliable service. Customer sentiment, as expressed by one reviewer, emphasizes finding alternative providers like Novus for more dependable work.