Smith&Smith® Whanganui: A Mixed Bag of Windscreen Woes and Wins

A Shifting Tide: Recent Experiences at Smith&Smith® Whanganui

Smith&Smith® Whanganui, located at 55 Saint Hill Street, Whanganui (phone: +64 800 483 388) has garnered an overall rating of 4.3 stars, indicating a generally positive perception among customers. However, recent reviews paint a complex and somewhat contradictory picture, suggesting a significant shift in service quality. While previously known for helpfulness and reliability, a concerning number of recent customer experiences highlight issues ranging from inexperienced technicians to inadequate quality control. The business offers onsite services and boasts wheelchair accessibility with an entrance and parking lot, though a wheelchair accessible restroom is currently unavailable. Their opening hours are Monday-Friday, 8 AM–5 PM, and Saturday 9 AM–1 PM. The following analysis breaks down these experiences into discernible categories, offering a comprehensive overview of what customers are saying.

The Dark Side: Complaints and Concerns

It’s impossible to ignore the substantial feedback detailing negative experiences. A recurring theme within the recent reviews centres on what many customers are perceiving as a decline in professionalism and expertise. Here’s a breakdown of the main concerns:

• Inexperience & Attitude: Several reviews directly mention inexperienced technicians – described as "two twelve year old lads" – lacking the knowledge and confidence necessary for proper windscreen replacement. A generally negative attitude was also noted, with some customers calling for "attitude transplants."
• Installation Errors & Quality Control: This is a serious point of concern. Multiple customers reported issues directly related to faulty installation:
  • New windscreens shattering shortly after replacement.
  • The camera box becoming detached during a drive home indicating improper attachment.
  • A combination of these two, with attempts to deflect blame from the installation.
• Lack of Management & Customer Service: The absence of office personnel was also flagged, suggesting a breakdown in overall management and a limited point of contact for customer concerns. One reviewer bluntly stated an "obvious absence of professional management".
• Examples & Direct Quotes:

  "What has happened to this place?! It used to be a helpful and reliable business but is now seemingly run by two twelve year old lads who have more confidence than they do knowledge and experience." "Windscreen was replaced on my VW, and while driving home noticed the camera box starting to come away from the windscreen - had not been attached properly, poor quality control."

Rays of Sunshine: Positive Experiences & Praises

Despite the concerning complaints, it’s crucially important to acknowledge the positive experiences reported by other customers. These reviews highlight the historical strengths of Smith&Smith® Whanganui and demonstrate that positive service remains possible.

• Efficient & Friendly Service: Many reviews emphasized the friendly and efficient nature of the service. Phrases like "quick and very efficient," and "wonderful friendly guys" are repeated.
• Convenience & Booking Ease: The ease of online booking, allowing customers to bypass insurance contact, was a key positive highlight.
• Prompt Repairs & Timeliness: Some customers were particularly pleased with the promptness of repairs, receiving chip repairs the very next day as booked.
• Professional Technicians: Specific mentions of technicians, like “Coby”, being “great at his job” offer a counterpoint to the general concerns regarding experience.
• Illustrative Testimonials:

  “Was so easy to book online, not needing to contact my insurance. Was able to get the chip repaired the following day to the booking, and completed when they said it would be. Awesome service.” “Recently had a windscreen replaced... Service was professional, swift and friendly. Coby the technician was great.” “Excellent customer service, genuine, friendly, knowledgeable, able to answer my questions, put mind at ease, and did a damn good job with the finished product."

A Snapshot of Recent Feedback: Summary Table

To provide a clear, concise overview of the most recent sentiments, here’s a summary table capturing key feedback points about Smith&Smith® Whanganui:

Ultimately, Smith&Smith® Whanganui seems to be navigating a period of transition and potential inconsistency. Whilst past experiences have been positive, recent reviews suggest a need for immediate attention to issues concerning technician training, quality control measures, and managerial oversight before the business can consistently uphold its former reputation.