I am responding to the customer complaint submitted by *** *** on September 28, Mr
*** complaint asserts having damage to a newly installed windshield we performed on September 15, due to workmanship or faulty glass
We received a complaint from Mr*** regarding the damage and immediately went to inspect the damageAccording to Mr*** he noticed the damage the following day, September 16, after driving round trip to Rhode IslandWe examined the windshield and found a rock chip damage in the windshieldTo further satisfy Mr***'s claims of faulty glass or workmanship, we lifted the molding and inspected the edge of the glass nearest the chip; which would have been the source if it were faulty glass, and found nothingWe explained to Mr*** it was neither faulty glass or workmanship, but simply bad luck of having a rock chip damageWe offered to replace the windshield at a discounted price, but Mr*** refused
Our warranty covers air leaks, water leaks, and defects in the glassHowever, we determined the damage was caused by outside influences beyond our warranty coverageWe regret Mr*** is dissatisfied as customer satisfaction is our highest priority
I am rejecting this response because:
I don't believe in using bad luck as a factor in making a business decision.I find it highly unlikely that over a period of 20 years of driving on highways I never had a window shield cracked and a day after installing a new windshield it cracks because of a flying stone. I would like to add that the driver never noticed any rock hitting the wind shield.
Regards,
[redacted]
I am responding to the customer complaint submitted by *** *** on September 28, Mr
*** complaint asserts having damage to a newly installed windshield we performed on September 15, due to workmanship or faulty glass
We received a complaint from Mr*** regarding the damage and immediately went to inspect the damageAccording to Mr*** he noticed the damage the following day, September 16, after driving round trip to Rhode IslandWe examined the windshield and found a rock chip damage in the windshieldTo further satisfy Mr***'s claims of faulty glass or workmanship, we lifted the molding and inspected the edge of the glass nearest the chip; which would have been the source if it were faulty glass, and found nothingWe explained to Mr*** it was neither faulty glass or workmanship, but simply bad luck of having a rock chip damageWe offered to replace the windshield at a discounted price, but Mr*** refused
Our warranty covers air leaks, water leaks, and defects in the glassHowever, we determined the damage was caused by outside influences beyond our warranty coverageWe regret Mr*** is dissatisfied as customer satisfaction is our highest priority
I am rejecting this response because:
I don't believe in using bad luck as a factor in making a business decision.I find it highly unlikely that over a period of 20 years of driving on highways I never had a window shield cracked and a day after installing a new windshield it cracks because of a flying stone. I would like to add that the driver never noticed any rock hitting the wind shield.
Regards,
[redacted]