Smith and Smith Glass product reviews

Branch: Rotorua

I contacted my insurance company for a windscreen replacement and it went straight through to Smith and Smith Glass, I don't have a local Smith and Smith and had to travel to Rotorua 58.5 kms each way, I was told I would have to wait 3 hours, so I arrived at the booked time and left my vehicle at the branch, was in the middle of eating lunch when I got a call from them to advise me that they hadn't received the windscreen. I was annoyed travelling 117 kms for nothing, so I told them they can pay for the new wipers.

I couldn't afford to drive back the next day and had to wait to be paid and went back again the following week, left the car again had lunch and wandered around for a couple of hours, then got the call again this time they had managed to crack the windscreen putting it in, so yet another wasted 117kms of travel and I had to drive around for a week for a massive crack from top to bottom of the new windscreen, so I was booked in again on Wednesday and again wandered around on foot for 2 hours 38 minutes and after sitting in a park for ages went by to see if the car was finished and it was sitting outside, yet I hadn't been called to say it was finished. I went inside was told all finished, they filled out the guarantee by this stage I had expected some petrol vouchers as it had been mentioned in the previous visit but nothing. So I am driving back home and on SH30 when I thought my windscreen looked so clear, and hit the brakes and did a U-turn when I realised they hadn't put my rego and wof back on the new windscreen so went back for the 4th visit.

I haven't received the email giving me the opportunity to review them yet, will be interesting to see if they do, or is it just the jobs that go well that get that opportunity? I travelled a total of 362 kms to get my windscreen replaced and no compensation for there screw-ups. They advertise they have most windscreens in stock.... I drive a common Mitsi but they didn't have mine, each time they screwed up they had to wait for a new one to be sent.

I found out later from the insurance company, having spoken with a person, that I could have gone through Novus and used a local company but at the time I rang them it went straight through to Smith and Smith and didn't know I had a choice, turns out each time you ring you either get Smith and Smith or Novus. My luck I got Smith and Smith

Branch: Christchurch

I have had reason to have experience with two different sections of Smith and Smith Glass and nothing that happened would make me use them or recommend them.

The first instance my windscreen developed a large crack on a trip from Christchurch to Blenheim where I was staying for 3 days and could have extended it if more curing time was required for a new windscreen. I made contact with my insurance company as soon as I arrived and heard from Smith and Smith not long after, while there was still time to get a replacement on a courier to arrive the following day. I was informed that I would be required to drive back to Christchurch with a cracked windscreen and it would be replaced once I was home. This advice is contrary to everything they advertise on TV and the crack was certainly no fault of mine, with me taking a stone while driving through the km's of road works that were active. The job was ok however the technician did not tell me once they were finished and leaving, they also did not tell me a recommended time frame before driving the car again to allow the resin to set the glass properly.

My next run in with them was following the Christchurch Earthquake where one of our very large windows smashed, I contacted them as I felt they were in the best position to have or get hold of stock to replace it. Due to it's size it was a two person job to replace and required safety or laminated glass to be used. They attempted installation three times over four weeks before I gave up and rang another company. Each time they turned up and were surprised with the size, stating the above and taking measurements. While I understand these were stressful times for all involved obviously something was going seriously wrong when four weeks later we were still without glass despite being seen and measured multiple times.

I was shocked further when I rang to cancel their services that the receptionist was neither surprised or apologetic about our circumstances and treatment.

I can't really pass judgement on price as it was all fully covered under insurance so we didn't even see the bill.

For a national, well known, company I found my contact with them appalling.