Poor customer service experience at Miway and Glass Fitment Pretoria West

In April 2023, I filed a claim with MiWay for a windscreen replacement, and initially, everything seemed fine. MiWay directed me to their service provider, a Glass fitment center in Pretoria West, where my windscreen was replaced. However, during the replacement process, the installers damaged my car; they broke the holders on the side where the windscreen attaches.

1. Damage During Installation The fitment center replaced my windscreen, but in the process, they damaged my car. Specifically, the side holders that secure the windscreen were broken during the installation. Unfortunately, I only discovered this damage two months later while washing my car. 2. Attempt to Report the Damage When I noticed the issue, I immediately reported it to the fitment center. They advised me to contact MiWay directly, claiming it was an insurance matter. 3. Lack of Support from MiWay I reached out to MiWay and provided photos as evidence, clearly showing the broken holders. Despite my efforts to explain that this damage could only have happened during the windscreen replacement, MiWay conducted their investigation and the outcome of the investigation was like the service provider said everything was fine after installation. According to their investigation the car was in good condition post-installation, which contradicted my evidence, 4. Continuous Follow-up with No Resolution Over the next two months, I made numerous calls to MiWay, hoping for a resolution. Despite my persistence, MiWay showed little interest in addressing my complaint and made no meaningful attempt to resolve the damage caused during the repair process. 5. Decision to Cancel Policies Frustrated by MiWay’s poor customer care and unwillingness to help, I canceled my policy with them. I also intend to cancel my remaining insurance with MiWay due to this experience.

In summary, my experience with MiWay highlighted a concerning lack of accountability and poor customer support. I hope MiWay improves its service approach to prevent other customers from going through similar frustrations.