autoglass guarantee

soolin

I'm wondering when a guarantee isn't a guarantee

last August I got a stone chip in my windscreen it was quite large so insurance company said just get autoglass in to either repair or replace the windscreen. I did not pay anything for the service. Autoglass came said the chip could be filled even though it was quite large and did the work leaving me a lifetime guarantee.

It now looks like the repair resin has started to come out of the repair as the windscreen now feels chipped again in same place and I also can just about see a small crack radiating from original repair site. I called autoglass explained about it all and was told that a call out and repair would be £88. When I asked about the guarantee they didn't know and I had to hold while the customer services lady went and asked.

They have now informed me that the guarantee doesn't actually cover everything, as I was led to believe, so they will send someone to have a look and asses whether the repair was done correctly in the first place. If it wasn't then they will repair again free of charge. If however they believe the repair was done correctly and it has just moved or somehting else has happened then I'll have to pay an £88 call out fee.

They also told me that if I wasn't happy with that then I can go back through my insurance company and start again as though it is a new repair..but since it will be the second in less than a year I will probably be charged this time depending on my insurance cover and excess.

I'm feeling rather mystified as to what the guarantee actually guaranteed now..it doesn't say anywhere on the literature that the guarantee was dependent on the original work being deemed faulty

anewman

Sounds like another one of those guarantees you can't possibly claim on.

I wonder if it's worth reading the guarantee thoroughly, and if it constitutes a contractual agreement between you and autoglass could be worth sending a nice letter mentioning courts, guarantees and contract etc.

If you looked like the guy in your avatar I suspect they'd bnd over backwards to sort you out at no cost, lol.

soolin

It just states that customers can have complete peace of mind as all the work carries a lifetime guarantee. The form also shows exactly where th eoriginal chip was repaired, to stop a claim being made for a new chip elsewhere on the screen I suppose. My chip is the same chip it always was yet it sound slike whatever is decided I have to either gamble on them agreeing and risk an £88 call out charge, or go back to my insurance company.

It does say if there are any questions to go to your nearest autoglass repair shop and you will receive assistance, so I might do that tomorrow rather than wait for someone to come out. If I go to them and they want to argue that I am not covered I am in a position, I imagine, that they would not be able to charge me a call out fee, if they haven't actually been called out. I would also know then whether they consider me covered under the guarantee or not.

I'm dreading telling my OH as last year before I had it done he told me not to allow them to repair the chip as it was too big..yet the lady that came out insisted that all chips up to the size of a 5p piece must be repaired and not replaced. Actually she also told me that my 'new' wipers were badly worn and sold me new ones to stay legal (?) before she left...OH wasn't happy about that either as he said I had been conned.