Autoglass : An Apology For The Title of My Previous Post

Stop the Cowboy

You may recall that I made another post about the continuing saga of the cowboys at Autoglass and their totally inept and incompetent staff. Their inability to replace a window in a mainstream car because they are incapable of ordering the right parts and are unable to send technicians who are competent to do the job.

Last night I made a post entitled Autoglass – The No Service Cowboys . Following events today and communication from Autoglass I realise the post I made was totally wrong and unfair on Autoglass. I should have entitled my post last night

Autoglass – The Lying No Service Cowboys

After posting my blog last night, I posted a link to it on twitter and also made a post on the Autoglass Facebook page linking to the blog post.

This morning I received a Facebook message purportedly from a CHLOE at Autoglass, apologising for the situation and promising to look into it and get back to me today.

Guess what then happened? Yes….. absolutely nothing at all. No contact whatsoever from Chloe or anyone else at Autoglass. They have my 2 twitter account details, they have my Facebook details and they have my personal email address. They therefore have numerous different ways of making contact.

Sadly Autoglass tell lies – repeatedly. Given the history of their being strangers to the truth, their staff signing documents as the customer despite the customer being present and available to sign the documents, their false promises etc.…I have to say I was not surprised that Autoglass promise something and then do not deliver it. They have an excellent track record in this.

What puzzles me is why the lying cowboys at Autoglass bothered to contact me to make promises they do not intend to honour.

If you read the previous blog posts about Autoglass I have made,

Autoglass Better at Forgery Than Car Window Repairs

Autoglass: An Apology (They are an apology for a reputable company)

Autoglass the no service cowboys

You will recall that I received communications via their twitter account @autoglass that contradicted the advice I was given by Legal Counsel  from Autoglass and which was repeated despite my pointing out that Legal Counsel had given contradictory advice. The advice from Legal Counsel was correct and that from the social media operative was completely wrong in every respect. The person operating the twitter account claimed to be called…CHLOE.

Yes, that is right , the same name that the person sending the Facebook message used.  I wonder if there is such a person as can anyone be so incompetent and dishonest and remain in a job…..unless of course their being dishonest and telling lies is the purpose of their employment at Autoglass.

It seems to me that perhaps the name CHLOE is a generic name for their customer responses and it is an acronym standing for

Communicating

Huge

Lies

Only

Everytime

So Autoglass, why did you go out of your way to contact me this morning promising to give me a response today and then not deliver on your promise?

You have lied yet again

I also note that Autoglass have deleted my post off their Facebook page. Seems like they want to hide the truth. A bit like previously when they tried to communicate via twitter direct message because they have something to hid from public scrutiny perhaps?

I have no doubt that some of you may think I am being unfair on Autoglass. When I spoke recently with my insurers about the saga with Autoglass, they told me that they have a dedicated team dealing with the problems arising from Autoglass!

The respected BBC Watchdog programme have even produced an episode dealing with the lying cowboys at Autoglass. You can watch the programme online here It is a most illuminating programme and one that shows I am not the only one that thinks that Autoglass are lying cowboys.

That episode of Watchdog was broadcast on 25 June 2015, some 11 months ago. In response to the programme, the lying cowboys at Autoglass issued a statement that said

“…we take any customer complaint extremely seriously and always try to learn from any mistakes we make. We have made contact with the customers you have brought to our attention to apologise to them personally and to resolve any outstanding issues…”

It seems that Autoglass do not learn from any mistakes they make. They continue to lie and to deceive their customers and say they will do things then fail to do what they say.

I wonder what the excuse Autoglass will come out with for todays broken promise?

Given they still have not responded to any of the previous complaints, I am guessing they wont provide any explanation. Still, I am sure the Financial Ombudsman Service will be interested in the fact that not only do Autoglass not respond to complaints at all, but they do not follow their own complaints procedure and they tell lies to complainants in response to complaints posted online.

Perhaps I should run a sweepstake as to what the next lie the cowboys at Autoglass will tell?

A quick google search reveals the following reviews for Autoglass

Wrong glass twice and 5 weeks wait.

I went to autoglass as my insurance company referred me to them. I described to the technician which glass was broken and heard nothing for 5 days. I rang again the week after no reply to my query. The third week they attended, wrong glass they took a photo of the shattered glass. OK these things happen 2 weeks later they ring me to arrange appointment. I discussed with them the glass which is broken and guess what!!! Wrong glass again.
I am now in week 5 and ask the technician to get a manager to phone me, he said they would but they did not. I rang Kia directly in the afternoon and picked up the glass the next day, got independent glass fitter to install. So within 2 days I got the glass and had it installed independently. Autoglass need to get some customer liaison

 

Sounds familiar?

Ignored

After querying why the operative apparently deliberately cracked my windscreen my email was ignored. I have had no further contact despite sending another email.
The chat line operator also offered no help.

There are so many to choose from

Ignored

After querying why the operative apparently deliberately cracked my windscreen my email was ignored. I have had no further contact despite sending another email.
The chat line operator also offered no help.

More?

Poor Communication, Service and Customer Care

My Passenger Window was Smashed and I was placed in contact with Autoglass through my Insurance. The First available appointment was in Nine days time. This was an Unacceptable time to wait as the use of the Car was critical.
A complaint was placed and I was informed I was a Priority and that the waiting time would be reduced to Six days. I was also offered a Temporary fit of a Plastic Glass which would allow the Car to be used.I was informed that I would be contacted asap with an appointment time. There was no further contact from Autoglass at this point.
I contacted my Insurance Company to complain and they offered to contact Autoglass on my behalf to investigate.
Soon after this call Autoglass confirmed to my Insurance Company that a Fitter would be around to fit the Temporary glass prior to correct glass being fitted on the original appointment date, being Nine days from the first contact from Autoglass.A day and time was verbally corresponded to me via my Insurance Company however no email confirmation was sent by Autoglass. Due to the appointment conflicting with my Business opening hours I was forced to close my premises in order to ensure that I was available for the Temporary fit appointment.
On the day prior to the Temporary fit appointment I contacted Autoglass as I was concerned that I had not received any official confirmation of the appointment for the following day.
Autoglass responded that there was no appointment scheduled other that the original appointment and that they could not explain for the lack of notes attached to my complaint put forward by my Insurance Company.
I again complained to Autoglass directly and it was at this point the Excess Fee charge was removed to acknowledge the Nine day delay.
Finally the day came for the fitting and the Autoglass fitter was prompt and fitted the glass quickly.
The Glass fitted was not like for like as my care has privacy glass. This had been something I had asked about prior to the appointment as I wanted confirmation that it would be the same a before the incident. The Autoglass Operator I discussed this with assured they had placed my requirement on my appointment notes. It was explained by the fitter that this was ‘an after sales product’ and was not part of the arrangement the service Autoglass offered.
I made my Insurance company aware and they immediately looked to rectify this with an alternative supplier.
I am still awaiting contact from Autoglass with a compensation offer for all the failings that have been acknowledged by Autoglass on my final contact with them. Guess what…. this was over a week from writing this Review.
Autoglass fail with the Co-ordinating of their Service process along with their Customer Care so Badly that I would be Embarrassed to be associated with them

Still more?

Terrible

Cancelled appointments, lack of communication, problems with billing…just a nightmare from start to finish. Trying to communicate via email seems impossible as they don’t respond.
This should of been quick, simple and pain free. Far from it.

The list is seemingly endless

Bad service

Two home visits broken tags on windscreen.Two visits to Croydon depot. Still had problems. Head office never reply to my complaint .Had to do it twice. 16 April till 5 May

 

Those are just a sample selection of reviews posted in the last 8 days. There seems to be a pattern here. It also seems to confirm what my Insurance company told me about the problems there were having with the cowboys at Autoglass.

One really can only come to the conclusion that Autoglass really do not care at all about their customers and that the customer complaints procedure they post on their website saying the following is merely window dressing and meant to tick boxes rather than being something Autoglass subscribe to

Make a complaint

Did we get it wrong?

You should receive excellent service from Autoglass® as we always aim
to do our best; however there are times when things go wrong.

If you have a complaint, we will take it seriously, work hard to resolve the
problem and do everything possible to make any necessary improvements
to our policies, processes and procedures.

Please make us aware of your complaint using one of the ways listed below and an experienced Customer Service Specialist will be happy to help you.

Here’s how to get in touch:

By phone

Call us on 0800 011 3896. (We’re open Monday to Friday, 8:30am-5pm, and on Saturday 8:30am-12pm)

Email

Our email address is customer.services@autoglass.co.uk

Letter

Send your letter to our Customer Service Management team at:
Autoglass®
1 Priory Business Park
Cardington
Bedford
MK44 3US

Fax

Send your fax to the Customer Service Management team on 01234 279494

What will happen with your complaint?

Autoglass® operates a single step complaint process. This means that once we’ve provided a decision to you, if you are unhappy with our decision you can choose to refer your complaint directly to the Financial Ombudsman Service (FOS).

As part of our complaints promise we will:

  • Treat you fairly.
  • Have a dedicated expert to take responsibility and deal with your complaint.
  • Use your experience and feedback to make our service and products better.

If you’re unhappy with the outcome or we’ve been unable to resolve your complaint within 8 weeks you may ask the Financial Ombudsman Service (FOS) to carry out an independent review.

You can contact the FOS in these ways:
Financial Ombudsman Service
South Quay Plaza
183 March Wall
London
E14 9SR

0300 123 9123 (free from most mobiles)
0800 023 4567 (free from landlines)

You can send an email to:
complaint.info@financial-ombudsman.org.uk

Or you can log on to their website:
www.financial-ombudsman.org.uk

 

I think this complaints process was written by Hans Christian Andersen with fairy tales like

You should receive excellent service from Autoglass® as we always aim
to do our best

Clearly Autoglass’ s best is not good enough. It is a million miles away from being even an acceptable service.

an experienced Customer Service Specialist will be happy to help you.

That will be the Customer Service Specialists that do not contact you I presume.

As part of our complaints promise we will:

  • Treat you fairly.
  • Have a dedicated expert to take responsibility and deal with your complaint.
  • Use your experience and feedback to make our service and products better.

Words fail me. Even a politician seeking election would be ashamed to tell lies like this.

Elsewhere on their website they state:

Our complaints promise

At Autoglass® we strive to deliver an outstanding service to all our customers. We always aim to do our best; however there are times when things go wrong.

If you have a complaint, we will take it seriously, work hard to resolve the problem and do our very best to make any necessary improvements to our policies, processes and procedures.

Please make us aware of your complaint using one of the ways listed below and an experienced customer service specialist will be happy to help you.

I presume this is a comedy website, as this is a complete joke of a statement and couldn’t be further from my experience of these cowboys

So Autoglass, what are you going to do next? The ball is in your court.

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About spen666

I'm a 40 something football fan and cyclist. I've been a football fanatic most of my life and have completed the 92 football league & premier league grounds Added to this numerous non league grounds, a number abroad and you start to get the picture. I took up cycling in around 2000. Although my father was a former World Vets Champion, I got into cycling accompanying my son to ride in London. This was followed by my commuting to work each day into Central London. Then doing some Sunday rides, then some audax events (www.audax.uk.net) and then a week's cycling holiday in France with a friend. From there, I got more and more into cycling and in 2009 completed LEJoG and in 2010 rode in the USA with the Police Unity Tour. I completed blogs for those events at www.aminearlythere.blogspot.com and www.bothesidesofthepond.blogspot.com Feel free to read them and learn more about me. I live alone which suits me as it gives me time at weekends to pursue my interests of cycling and football. (Well what did you expect me to say? That I'm sad at being single?) I'm currently looking for my next challenge. Any suggestions gratefully received.
This entry was posted in My Life, Politics/ Current Affairs/ Law. Bookmark the permalink.

One Response to Autoglass : An Apology For The Title of My Previous Post

  1. Anonymous says:

    What a bell end you really are

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