King Price service provider DCG ***********

Since DCG represents King price and since it seems impossible to speak to someone at KP about it, this review is copied for KP too.

I submitted a claim with King Price who sent it through to DGC for completion. I was not able to get everything sorted in one call and had to eventually speak with a manager to get the arrangements in place. I specifically mentioned that it needed a grey shade band (to which he rep**** that it needed to be manufacturer's glass). I also mentioned the rubber seal around the edges was damaged the last time the window was replaced and would be unusable (to which he again confirmed it needed to be replaced with a manufacturer's part). I double checked everything with him and set the appointment. I received a mail shortly afterwards from KP that the claim was approved.

The guys arrived to do the replacement 45 minutes late, with the wrong glass and no replacement seal. I called DCG and spoke with an agent who confirmed a manager would call me within 10-20 minutes to confirm how it would be sorted. I eventually called again after an hour and ended up speaking with Hein. Apart from not listening to the client, he was completely unapologetic and insisted everything needed to be redone with the insurance. I asked several specific questions and he was unwilling to check within DGC's own structures about what was communicated and committed. I eventually asked for the recordings, but no confirmation could be given as to when I would receive them. I asked to speak with Darryn (who's name is on the confirmation mail I received from DCG), but was told I can't be put through to him as he does not speak to customers (the director of the business is too high up to be dealing with clients, it seems). So an unprofessional Hein is as far as you can go when things go poorly.

To top off the experience I was hung up on mid-call (although Hein claimed it was the line that cut, even though he admitted to having had enough of the conversation and made no attempt to call me back), had to call in excess of 10 times only to be able to speak with someone on 3 occasions, I was treated as ill-informed and was therefore fed excuses instead of truths. The worst of it all, though, was when the conversation had gotten a little tough and Hein was no longer interested in serving a customer or rectifying their poor behaviour, he said he was cancelling the claim and telling King Price to use a different provider. That is likely the poorest show of character I've seen in years - pathetic.

As an added bonus, I received SMS messages telling me that teams are en-route (long after they were late to arrive and already left) and received emails to confirm the job on my vehicle has been completed (even though it has not been touched) - what an absolute farce.

I was willing to work towards resolution at the start, but now I'm intent on being as difficult as you have made it for me. I await my recording.