My car came back with a cracked windscreen from service

On October 24, 2023, I brought my vehicle to CMF Mazda Menlyn for servicing. Upon arriving and delivering the keys, I noted the absence of a pre-inspection conducted by the service consultant, unfami**** with Mazda's procedures due to it being my initial experience with the brand. Following the completion of the service, I received a notification to retrieve my vehicle. During my departure, I observed a significant crack on the windscreen, prompting me to notify the service agent immediately. The service consultant, upon inspecting the car, committed to reviewing the workshop's camera footage and promised to provide an update the following day.

On Wednesday, anticipating their call, I initiated contact around lunchtime. The consultant informed me that the matter had been escalated, and his supervisor was expected to reach out to me. Despite multiple attempts on my part, I eventually connected with the supervisor, who proposed a visit to the dealership on Thursday for an inspection with the dealer principal. Upon my arrival, the supervisor assessed the crack, reviewed the camera footage, and inquired about my insurance coverage. Upon confirming my insurance, he suggested covering my access. I contested this proposal, as the windscreen damage was not present when I initially brought in the vehicle for service.

Upon rejecting the offer, the supervisor consulted the dealer principal, who, after a prolonged discussion, agreed to review the video footage and contact me later that day. Despite waiting for the promised call, I received no communication. Subsequent attempts to reach the dealer principal on Friday proved unsuccessful. Upon finally contacting him, he indicated that he had been occupied the previous day and assured me of a call later in the afternoon. Regrettably, as of Monday, no such communication has transpired.

I am deeply dissatisfied with the lack of resolution and perceive the handling of this matter by Mazda as both frustrating and unprofessional. My sole desire is the restoration of my windscreen to its original condition as it was when the vehicle was submitted for service.