Poor service, lack of initiative and knowledge

I have had a torrid time of windscreen chips this year and on each occasion I have requested to be directed to PG Centurion for convenience. First time service was fair, the other 2 visits were great, however the 11/06/2022 , competence and initiative of staff should be questioned - The service counter hand should be the CEO of PG Glass, I gave through my claim number, and was told it did not come through as yet, I requested ,should I call to get an authorization number - which I started to do but the CEO had to be told by her colleague to make a call to verify, (FYI - I stood all this time , at no point was I requested to Please take a seat!!! This call was made on speaker BTW - love it when you have other people in store and everyone gets to hear the conversation. I was told of a 5% possibility the screen could crack on repair, I simply asked the question Why 5% ? and how will the repair affect a tempered glass - I had my windscreen tempered due to it being replaced and chipped so often. Prior to me entering this circus, I spoke to the technician and was advised they did not have an ultra-violet light to dry out the resin used on the chip. I mentioned this to your CEO and wanted to know how will the ambient conditions - morning temperature of 5C to midday of 21C affect the repair. Both did not know. I requested a managers number and again no one knew of one - I requested a senior persons contact and lo and behold I got lucky with a number - Kajal - no surname as the staff also did not know this. It was just getting better by the moment. WhiIst outside before I called Kajal and advised of the tech not having the ultra-violet light - the workshop continued to tell clients to park their vehicle in the sun to dry the resin - I could not believe the lack and level of professionalism being carried out -Kajal was amazed that staff did not know of a spare key in the office. In my eyes a lack of service, initiative and staff collecting salaries without any effort. Staff sell a product without actually knowing what it is they are selling. I did not end up at this outlet by choice but for convenience and service , I pay a premium for my insurance so I am covered for any accidents be it minor or serious and I expect value to be placed on this by all service providers concerned. It was an experience to be forgotten but I hope the staff that are employed in the near future have the drive and ambition to at least trust their product, get to know what they are selling and can advise clients on a level that is full solution driven. Point being if I did not make that call, PG will have 20 cars in their parking lot getting chip repairs dried because no staff had the initiative to FIND a solution. There is no hussle in service - anyone can waddle and collect that salary, let see if there is initiative in those CEO's trying to find out why it's only 5%. The 2 star rating is for the fair service received with my previous claims - I did see lots of awards at the shop - I cannot believe this is how they received it. Standards must be quite low!! A very disappointed PG client