Windscreen replaced by Autoglass, still faulty – seeking advice on warranty and rights

Rikapella

What did you buy?
Replacement windscreens for a Mercedes C-Class (W205) under insurance claim (via Autoglass).

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When did you buy it?

• First standard Autoglass windscreen installed: 16 Oct 2024

• Second standard Autoglass windscreen (due to issues): 29 Oct 2024

• Mercedes OEM windscreen installed (after complaints): 22 Jan 2025

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Where from?
Autoglass (insurance-approved supplier).

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How did you pay?
Through insurance (Direct Line) — I paid the windscreen excess.

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What went wrong?

• Both standard Autoglass screens had a large internal gap (~15mm) between glass and dashboard.

• After months of complaints, a Mercedes OEM screen was finally installed.

• Since the OEM install (Jan 2025), the windscreen has creaked constantly while driving — noise comes from the bottom of the screen, worsens with body flex (cornering, uneven roads).

• Autoglass inspected (June 2025). Technician acknowledged noise but blamed the dash without any technical checks. No proper diagnosis.

• Autoglass refused to act further unless I pay Mercedes to inspect it, with only verbal promise of reimbursement if screen is at fault.

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What are the vendors telling you?
Autoglass claim it’s a dashboard issue and refuse further work unless I pay for a Mercedes inspection first. No formal guarantee they’ll cover costs even if found to be their fault.

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What solution or remedy are you looking for?

• For Autoglass to honour the warranty and resolve the issue (properly refit OEM screen, or replace if damaged during removal).

• Alternatively, written guarantee they will cover the cost of a Mercedes inspection and any related OEM refit if the screen/installation is the cause.

• Reasonable compensation for the long delay, inconvenience, and stress caused (this has gone on since Oct 2024).

Aylesbury_Duck

Wouldn't this be something to take up with your insurer?  They're the Autoglass customer here.

As for your proposed remedy, the first or second are reasonable.  The third is only reasonable if you can quantify a specific loss.  The car sounds like it's been driveable and safe throughout.  What would you consider reasonable compensation to be?

DullGreyGuy

Have you spoken to DL about it? Ultimately it was fitted under their T&Cs and your options for complaints etc are more with an insurer than a glass fitting company.