Over a week to get replacement window

Replacement of broken back window.

I would like to to bring to your attention the poor quality service I am receiving from your affiliated company Pg glass.

I put through my claim on Saturday 07/12/2019 and I had faith things would run smoothly as you were efficient.Since dealing with Pg glass from branch level it has been awful.

The call centre agent said it needs to be ordered and I will get a call from the branch.I called the branch myself to be pro-active and the lady said I need to wait on the order and was told by the lady possibley Friday 13/12/2019. I asked about temp window and was told I Need to pay.I told her I have insurance so if I dont pay I need to drive with no window for almost a week and she said I can come in for a temp plastic cover.(amazed I needed to ask for something when they are the specialists and they are awaiting the order).I will understand if it takes 2 business days for the order but really almost a week with no window surley I'm vulnerable as the car is now much more easier accessible to ******.

Then Monday 09/12/2019 I called into outsurance to mention I'm not happy waiting so long and the agent didnt seem too understanding(that's a first from outsurance).I again then called Pg glass myself to find out what's happening.The same lady that I had to ask about temp cover told me my window has arrived and I can come in.

To my disappointment it was a mistake by the lady and there is no glass and I'm annoyed coming to the branch for nothing.

Then Belinda apologised the for error and offered me discount on the excess.She said they are still waiting for the delivery it should be rèady Friday.The manager Nuraan over hears and chips in saying she will get the glass herself and it was mentioned as we were talking that it should have a smash & grab tint as that is mentioned on the documents Belinda had in her hand.

Then Friday 13/12/2019 arrives I call in to follow up, as I had not heard from the branch.The lady that answers not sure of her name as she seems so lost as always,I asked to speak to Belinda and said she that the window will be there by 2pm as the manager Nuraan is collecting it from Parrow and that 2pm it will be load shedding in the area.Stating the window can still be fitted however they won't be able to vacuum,which I said was fine.

Then I get to pg glass after 3pm.The guy doing the job and the lady said they can install window but cant vacuum I said it fine and then he said the glass in panel needs to be cleared too and I can come back.I said I dont mind waiting as the power will be going on after 4pm.I wanted the job to be done as I dont want to return since they close at 5pm.

As I'm sitting there over 30 minutes already the manager informs me that I need to come back on Tuesday 17/12/2019 as the person that does the tint is not there and she did not know I needed the tint(clearly u can see all the windows on my car has tint and its stated on the documents which was mentioned on Monday.She offered to come to my place Tuesday 17/12/2019 if there is a power supply which there isnt ,as I live on a complex.This means I now need to drive back to pg glass ,this is insanely bad service.Almost 2 weeks to get my window sorted by a company that SPECIALIZES with glass.

There is a lack of Transparency,communication, time value of your customer and knowing what must be done for your customer.

I have been just over a year an outsurance client. My first claim and I'm irrately disspointed in the lengthy poor process.My faith in outsurance and pg glass is zero.When my premium was collected it was not a lengthy long wait all the funds were there.