Exceptionally dissatisfied customer

On the 8 September I get an email from Discovery authorising Glasfit - Aliwal North as the service provider to replace our damaged windscreen, I receive an email with all the authorisation and get advised that the service provider Glasfit will be in contact with me to arrange for the fitment of the Windscreen. I wait and I wait and wait….. eventually fed up of waiting I call to find out what is going on; Glasfit call centre in JHB; the response I get is oh but the branch should have been in contact with you long ago to arrange fitment, so I call the branch, the response I get still amazes me… Oh you the client that needs the new windscreen? They had all my details from the claim so I am still baffled by that response! Anyway I make arrangements to go and fit the new windscreen, arrive there at 08h00 on the 25 September 2020 and leave the vehicle for the windscreen to be fitted; arrive back at 16h00 on the 25 September 2020 to collect the vehicle and my husband has a look and sees that the windscreen is not fitting correctly, the owner/manager Johan of Glasfit Aliwal North swears blind no no that is the correct windscreen for this vehicle! Still not happy we drive to the Nissan dealership and ask our service technician to please have a look at this windscreen because we are not happy with it; Nissan take one look and say that is not the correct size windscreen for the vehicle. We go back to Glasfit and say we are not happy this is not the correct windscreen for the vehicle, after some arguing he eventually agrees that yes it’s not fitting correctly they will come on Monday to replace it. Monday comes and goes nothing, eventually Tuesday the 29 September 2020 Johan calls to say the technicians are on their way to come and sort out the windscreen, oh happy days; well actually not at all, they get there and strip the vehicle and then try to fit the old windscreen’s rubber back in. My husband has a look and see that this windscreen is too small it doesn’t fit correctly, their response is yes sir it’s a pirate part! Right there and then my husband calls Johan and says we do not want any pirate part fitted to our vehicle, we want an original part that is designed specifically for this vehicle. After much back and forward he advises that he will order the new windscreen from Nissan in Bloemfontein and it will be here by Monday the 05 October 2020. We have not been able to use our vehicle since the 25 September 2020, this is totally unacceptable as I need this vehicle for work, and I am losing income on a daily basis because I cannot use this vehicle. We are still waiting for the windscreen to be replaced; the new excuse is that they are unable to get the windscreen from Bloemfontein to Aliwal North as there is no courier that can transport glass???????? Then get in your vehicle and go an fetch it!!!!

The fact that a company like Glasfit that supposedly specialises in windscreens is willing to fit a pirate part / generic / incorrectly fitting windscreen into a client’s vehicle is exceptionally disturbing to me, as your windscreen is your first line of defence if you are involved in an accident. How is this allowed? I am now fed up and am giving Glasfit today to sort this out; tomorrow I will be contacting the Consumer Protection Ombudsman to lodge an official complaint against Glasfit.