Smith & Smith

Went into Wairau for a repair for a small stone chip. They tried but it made it worse so I asked for a replacement. Booked in for a Saturday afternoon two weeks later. Night before get a phone call confirming and reminding me of all the things I need to do for calibration. Text message at 7am waking me up on the morning of offering other services (wipers) Finally get back to sleep and get a call. Oh we don’t have the glass. By now the chip has grown to a 20cm crack. Thanks for checking the day before guys. Re-book for central for a weekend repair. Read all the bad reviews the night before. Get up at 6: 30 optimistic anyway. Head over. They open the glass. It’s damaged. Again, thanks for checking the day before. Now what? Another 2 week wait? For another disappointment? Was told they’d phone me Monday to make another appointment. Waited until Tuesday afternoon and hadn’t heard so had to phone them. Lady at customer service was awesome very apologetic butI still have to wait another week. Hopefully I don’t get get my car written off the road for not being up to WOF standard. Meanwhile someone I know has gone to Novus and got a windscreen fixed in less than a week.

Update: After an apology phone call, where I was told that my experience was unusual as the glass is usually checked prior to the appointment I finally got it all sorted at the Wairau branch. This time it was how I expected and the replaced my windscreen wipers for free.

These guys are pretty good. Broke a rear window two days before a trip from Wellington to Auckland. The Wellington guys removed the old glass and added some plastic. Made a call in Auckland and was initially told that they couldn't fit us in. Ten minutes later they rang back and said they could fit the new glass before we had to drive home. Really happy that it was all fixed before the promised time. Will use them again both locally and whan out of town.

Great service on arrival and when picking up. Even vacuumed my car for me Would use again.

Despite my replacement windscreen being covered by insurance, they replaced my windscreen with 'after market ' glass.the glass is very substandard, wipers squeak and totally inferior. I am now replacing the glass again (time off work as job takes 4hrs plus). Make sure they give you a genuine replacement as there is a huge difference in quality. They did this on my 4yr old Range Rover. Nice staff but super disappointed this happened. If I kept this glass it would have devalued my car. Smith and smith never flagged this as being after market which is a concern.

Super responsive, very friendly and helpful with great advice provided. Quick service. Would definitely use again.

I had to get my rear and front windscreen replaced and I had over a month to get it sorted before I had to sell and move country’s. First appointment turned up and they didn’t have the the rear window. So I booked another appointment because of the two week wait time, which they changed the appointment that I booked by email which I didn’t see till late. Then pushed me another two weeks a day before my next appointment because they still don’t have the glass. Booked with another glass provider and they can get it done within a week. Wouldn't recommend at all.

I've had my rear right-hand triangle mirror broken, Smith & Smith central replaced it in three hours and I can still hear broken glass rattling on the insi6 panel of my car, it is obvious Smith & Smith did not bother to at least clean out the broken glasses before the replacement glass was installed

Not impressed at all had a appointment at 9.30am to get my windscreen fixed so I turned up only to be told they got the glass in Friday however it was damaged and not one person called me than I was rang at 1.30am to bring my car back and it didn't get seen too until 2.45pm and I'm still waiting for it and I advised them I needed to return to my mechanic to get my warrant however I wasn't going to make it and the weather was getting worse

Booked online in the morning. Got a appointment in the afternoon. The team were friendly and helpful even though it was busy when I arrived. Happy with the service. Many thanks

Terrible installation of my windscreen, rearview mirror placement was not in the correct position, rainsensor wires exposed inside the car you can tell this was a really rushed uncared for job will be back so you can do the job properly.

Great service! Was supposed to spend $500 in excess plus insurance claim (but upon arrival they reassessed and offered a $85 solution, saving over $400! What an honest business! Highly recommended.

Fantastic service, job well done. Although there was an issue, the team were exemplary in sorting out the issue. I would definitely use Smith and Smith CBD again.

These guys are cowboys, avoid at ALL cost! It has taken almost a year for them to fix the sub-standard windscreen replacement they did. They ripped parts off and glued them back on which my car dealership had to order the parts for and fix. Unfortunately my dealership is unable to replace the rain sensor pads they decided to re-use rather than replace as new, which should have been the case. There have been countless emails to customer service to resolve the issue, to which they reply with someone will contact me to arrange the fix, yet no contact is ever made. Stay well clear!

Made booking online, using vehicle registration to retrieve details and selected the broken pane from the image. The booking system proposed several times, and I selected one that same day, then drove across town to have it fixed. When I arrived, the guy said he had no booking. He checked and said the booking day and time had been changed!? ! He was very helpful, phoned up, had them check and confirm the glass was in stock, he then offered to adjust his own work schedule in order to fit in my job and he made a special early appointment for me a couple of days later. What a guy. That's how you deal with a screwup and keep a customer happy. So I booked my kids into pre-school care, got up early, dropped my kids off and drove through rush hour to get to the early appointment. Sorry appointment's been changed again!? ! He phoned to ask what the heck happened and they said, they had no glass!? ! What a disgraceful, clownish way to deal with people. Twice changed a customer's booking time, day and week, without speaking with them at all! Rarely have I ever encountered such disdain baked into a customer services system. The human being I dealt with at Smith & Smith in Auckland Central today was an example of the very best customer service; the organisation that he works for is an example of the very worst. I am giving a presentation today on customer journey mapping (I held to design customer service systems for companies) and Smith & Smith now has its own branded slides in my presentation, as a wonderful demonstration of how to destroy trust and undermine a brand. Every time I give my presentation-and it's a popular one-those slides will turn up again. Again. And again. And again. Thank you Smith & Smith for really bringing this subject matter to life.

Customer service was great, everyone was helpful, and repair was quick. Was more than a bit frustrating though, when I was told I could drop my car off early and pick it up late on the day of the repair, and when I arrived early on the day of my appointment was all but told that they didn't have space for me to leave my car there. Had I known this before I could have planned ahead. No one individual's fault, but a very frustrating and inconvenient lack of communication.

This was by far the best service I have ever received involving my car. Quick, friendly and they go above and beyond for their customers. Highly recommend!

Prompt service but very poor customer service.
Expected genuine replacement glass with full insurance but very poor quality after market glass fitted. (Zero assistance from ASB/IAG)
Left rear side panel wrong size was fitted missing rubber seals, silicone showing, Left side cargo door glass 10mm out of flush with rear side panel & not aligned properly. Small cargo door sliding glass not locking - vehicle unsecure! Unbelievable! Currently still trying to remedy this.

This company has slick processes but my experience suggests they don’t work very well. The staff seem tired and frustrated. My message to Management: wake up!

Correct vehicle information provided over the phone, on online form, and I even took the car to them to inspect the damage and get everything right. Despite all this prep, the wrong windscreen was sent to the branch.

Before my appointment, they kept calling and emailing to confirm I was coming, but the replacement windscreen wasn’t actually checked until I showed up.

Now, no one at the branch or the call centre is doing anything to proactively fix this. I am looking at another 10 days’ delay. I can’t wait any longer. I need it fixed right now.

Overall pretty disappointing experience. They ended up damaging the replacement windscreen 2.5 hours into the appointment time so my car needed to stay overnight. I asked for a taxi home but that wasn't setup in their business, the manager ended up giving me a ride home which was fine. The replacement quality the next day wasn't great, they has damaged some of the internal seals and there was silicone mess everywhere. Ended up charging me for wipers, which I thought due to the inconvenience served would be on the house, but no. Next time I'm going to Novus.

Replaced my wife's windscreen under insurance, S&S rang after dropping the car off to say she needed new wipers and these were free with a windscreen replacement. We show up to collect the car and they ask her for payment - what for? For wiper blades. Scammy behaviour