Pros 
Cons Wayne's Autoglass: A Tale of Two Experiences & Local Support
Wayne's Autoglass, located at 50 Kioreroa Road in Port Whangārei, Whangārei, NZ, holds a solid 4.6-star rating based on customer feedback. This reflects a mixed bag of experiences; while some customers sing their praises for friendly service and competitive pricing, others have voiced serious concerns regarding workmanship and accountability. The business operates Monday to Friday, 9 AM–4:30 PM, and is closed on weekends. They offer onsite services and accept credit/debit cards, prioritizing accessibility with a wheelchair-friendly entrance and parking lot. Appointments are recommended for smooth service. Let's delve deeper into the perspectives of those who’ve entrusted their vehicles to Wayne's Autoglass.
The Downsides: A Concerning Pattern of Quality and Communication
One customer shared a particularly disappointing experience involving two vehicles. The replacement of a rear glass resulted in leftover glass rattling within the panel and, critically, damaging the boot latch – a significant repair on a German vehicle. Attempts to rectify this resulted in a refusal to accept responsibility, despite an acknowledgement of the high likelihood of failure when glass residue is left behind. Further compounding the issue, the window frame was dented during glass removal. A similar problem arose with a work van, where a poorly reattached rearview mirror compromised visibility. Beyond the workmanship itself, the customer detailed concerns regarding:
- Unexpected Price Increases: Charges exceeded the original quote.
- Excessive Waiting Time: A delay in sourcing the correct glass left vehicles undrivable for an extended period.
- Lack of Site Cleanliness: Broken glass scattered across the driveway following the work.
- Lack of Accountability: Refusal to address critical errors and their consequences.
This individual strongly advises against using Wayne’s Autoglass, citing a lack of care, accountability, and attention to detail leading to inconvenience and added expense. These concerns highlight the importance of thorough quality control and transparent communication, particularly when dealing with vehicle repairs. It does, however, contrast starkly with the positive experiences shared by other customers – demonstrating a need for consistent service across all jobs.
The Shining Examples: Exceptional Service & Genuine Care
Despite the criticisms mentioned above, a significant number of customers have lauded Wayne's Autoglass for its exceptional service and genuine local feel. Many highlight the team's proactive approach and the personal touch often missing from larger corporations. Consider these testimonials:
- Insurance Liaison & Respect: One customer praised the team's assistance in liaising with their 92-year-old father-in-law's insurer and for their friendly, helpful, and respectful demeanor. They appreciated the extra time taken for a chat and the thorough cleaning of the windscreen.
- Price Negotiation & Value: Another customer was offered a cheaper windscreen upon willing to wait an extra day, demonstrating a commitment to providing the best possible price.
- Rapid Turnaround & Attention to Detail: A customer praised the 3-hour windscreen replacement turnaround, especially considering it was performed over the Christmas/New Year period, and the care taken to return the car in the same condition.
- Prioritising People: Several reviews repeatedly mention the team's tendency to put people before profits, indicating a strong commitment to customer satisfaction.
- Supporting Local: Customers actively encourage others to support this family-owned business instead of larger chains.
These positive reviews paint a picture of a business that values building relationships, providing personalized service, and offering competitive pricing. This commitment to the local community is a key differentiating factor for Wayne’s Autoglass.
Key Takeaways & Potential for Improvement
Wayne's Autoglass presents a complex picture. The 4.6-star rating, coupled with the customer feedback, reveals a business capable of delivering exemplary service, yet also prone to significant quality control issues. Here's a summary:
| Strength | Weakness |
|---|---|
| Friendly & Helpful Staff | Inconsistent Workmanship |
| Competitive Pricing | Communication/Accountability Issues |
| Local & Family Owned | Inconsistent Pricing |
| Insurance Assistance | Site Cleanliness |
| Quick Turnaround (in some cases) | Unexpected Delays |
To solidify their reputation and maintain their high rating, Wayne’s Autoglass could focus on the following:
- Enhanced Quality Control: Implement stricter protocols for glass removal and attachment to prevent errors and associated damage.
- Transparent Pricing: Provide clear and detailed quotes upfront, outlining any potential additional costs.
- Improved Communication: Maintain consistent and proactive communication with customers regarding timelines, pricing, and any unexpected issues.
- Site Management: Implement procedures to ensure a clean and safe work environment, preventing the spread of broken glass.
- Feedback Mechanisms: Actively solicit and address customer feedback to identify areas for improvement and ensure ongoing satisfaction.
By addressing these opportunities, Wayne’s Autoglass can solidify its position as a trusted and reliable auto glass repair service within the Whangārei community.
Contact: +64 210 251 4202, 50 Kioreroa Road, Port Whangārei, Whangārei 0110, NZ