So what is customer service? Don't ask Safelite Auto Glass, they don't know. Today, I had to replace my windshield and at the recommendation of Geico's online service, we went with their preferred glass shop, Safelite Auto Glass. If you wondering why I am using the full name, it is because I want to make sure Google gets this to the top of the results when someone is looking for them. So, I scheduled the service this morning with Safelite Auto Glass online and they confirmed and sent me an email saying that they would come out to my house to replace the windshield in our van between 12-5PM. At 1PM, I called to say I hadn't heard from the local office for Safelite and wanted to make sure everything was in order for us to have it done between 12 and 5 as confirmed. They said everything was on schedule and that we would get a call from the technician to give us a more specific time as soon as he could. That was fine… Then the technician calls my wife at 4PM to tell us that he wouldn't be by until 5:30 and 6PM an hour after our block of time. My wife calls me and tells me and I call back to Safelite, to ask what had happened. As I tell them about the situation, the person on the phone spends 5 minutes explaining to me that is why they give a 4 hour window for scheduling. **AHEM** excuse me, but the window was five hours and your technician called to tell us it would be 30 minutes to an hour outside that window, to which the operator say, "Well, we tried. What would you like me to do about it?" And it wasn't a, "Hey, how can I make this right?" tone. It was a "How is this my problem tone." Nice… It just seems to me that customer service is dead…really all I want is for people to follow through with what they said they are going to do for my money. That's what I want…if you aren't going to give me what I want, why should I give you my money? The cool part is that I replace my windshield more often than most, my truck needs one right now too. I also recognize that glass places make their money, not off my deductible, but off what insurance will pay. That being said, I will probably not be using Safelite for my glass purchases in the future and through the power of social media, hope that my friends will help me make a statement by not using them either.
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I always use Jones Paint and Glass on 5th east in American Fork and have had nothing but good experiences with them. I totally agree with what you said. They should treat people better when they are giving them their hard earned money...Especially these days!