Advice on car windscreen issue with main dealer needed
Discussion
I was wondering what the good folks of PH thought of the following situation and what I should do next?
I bought an approved used car from a main dealer at the end of December 2017 with no marks / chips on the windscreen.
100 miles later I had two chips / cracks on the windscreen (spider style) that were not big enough or in a critical location to fail an MOT but are very visible and the chip is likely to spread over time.
Tough luck on me to get a chip so quickly I thought and called Autoglass out to do a repair.
Upon examination Autoglass told me that the chips had already been repaired and that they could not do a “repair on a repair”.
So I took the car back to a dealer and they called their windscreen technician out who confirmed that he had repaired the windscreen.
I then suggested that the repair was faulty and although I would have been more than happy with a repair, the reality is that the windscreen needing replacing.
The dealer has suggested that as the chip wouldn’t fail an MOT and they would not be replacing the windscreen. They did offer to pay my insurance excess if I chose to go down that route.
My expectation is that the dealer (or their windscreen technician) needs to return the screen to a standard for an approved used vehicle which I assume is chip free (otherwise it wouldn’t have been repaired on the forecourt prior to me buying it).
As an aside, the chip also falls foul of the standard they’d expect from an equivalent vehicle being returned on a lease (which isn’t 100% relevant to my case but is indicative of the standards expected for a vehicle of that age).
I think the dealer should replace the windscreen on the basis that their forecourt repair was defective and I assume that their repairer should warrant / make good the repair - it is unfortunate that the only remedy now is a new windscreen. I’m loath to live with the chip / crack as a) doesn’t feel like I should and b) if and when the chip / crack gets worse I’ll not get any remedy with the dealer.
Furthermore I actually would have preferred a repair as replacing windscreens isn’t trivial in terms of getting it reattached and cured and all the camera gubbins realigned.
I doubt I’ll get very far with the salesman who sold me the car, I’m thinking of escalating to the dealer principle and / or UK customer services.
What do others think?
I bought an approved used car from a main dealer at the end of December 2017 with no marks / chips on the windscreen.
100 miles later I had two chips / cracks on the windscreen (spider style) that were not big enough or in a critical location to fail an MOT but are very visible and the chip is likely to spread over time.
Tough luck on me to get a chip so quickly I thought and called Autoglass out to do a repair.
Upon examination Autoglass told me that the chips had already been repaired and that they could not do a “repair on a repair”.
So I took the car back to a dealer and they called their windscreen technician out who confirmed that he had repaired the windscreen.
I then suggested that the repair was faulty and although I would have been more than happy with a repair, the reality is that the windscreen needing replacing.
The dealer has suggested that as the chip wouldn’t fail an MOT and they would not be replacing the windscreen. They did offer to pay my insurance excess if I chose to go down that route.
My expectation is that the dealer (or their windscreen technician) needs to return the screen to a standard for an approved used vehicle which I assume is chip free (otherwise it wouldn’t have been repaired on the forecourt prior to me buying it).
As an aside, the chip also falls foul of the standard they’d expect from an equivalent vehicle being returned on a lease (which isn’t 100% relevant to my case but is indicative of the standards expected for a vehicle of that age).
I think the dealer should replace the windscreen on the basis that their forecourt repair was defective and I assume that their repairer should warrant / make good the repair - it is unfortunate that the only remedy now is a new windscreen. I’m loath to live with the chip / crack as a) doesn’t feel like I should and b) if and when the chip / crack gets worse I’ll not get any remedy with the dealer.
Furthermore I actually would have preferred a repair as replacing windscreens isn’t trivial in terms of getting it reattached and cured and all the camera gubbins realigned.
I doubt I’ll get very far with the salesman who sold me the car, I’m thinking of escalating to the dealer principle and / or UK customer services.
What do others think?
Some interesting perspectives.
I guess this issue boils down to whether anybody thinks that the dealer witj their windscreen technician should stand by their original repair as the repair hasn’t worked.
Feels like the prevailing wisdom both on here and at the dealers is that there is no recourse with the dealer on the repair.
The insurance position is second order once liability has been established.
I guess this issue boils down to whether anybody thinks that the dealer witj their windscreen technician should stand by their original repair as the repair hasn’t worked.
Feels like the prevailing wisdom both on here and at the dealers is that there is no recourse with the dealer on the repair.
The insurance position is second order once liability has been established.
Torcars you have summed up exactly where I’m at.
The two considerations vexing this thread are
1. Whether the ‘standard’ that the windscreen should meet in this situation is to pass an MOT or whether the standard is for a near perfect screen that you’d reasonably expect from premium main dealer approved used stock.
2. Whether I contractually signed up to a windscreen that is truly a component that is ‘sold as seen’ whether it has pre-existing fault or not.
Point 1 is a red herring as the expectation set through the main dealers’ marketing and pricing is that multi point checks, early servicing, tyre tread depths, brake pad wear etc. strongly suggests that cars will and do exceed minimum legal requirements. Why did they repair the windscreen in the first place?
Hopefully I can establish Point 2 in my favour through the small print because...
I never felt I had a claim with my insurance company; if they read this thread they’d refer me back to the dealer for a defective repair and subject to Point 2 being in my favour recommend my escalation from here would be any one or more of small claims court, motor traders arbitration, dealer’s UK customer services, etc.
I will invest some time in exploring Point 2. and if I have signed up to the risk that has happened then live with the consequences or if the paperwork is silent, then make a decision whether it is worth the bother to pursure further.
Thanks for all the replies and thoughts.
The two considerations vexing this thread are
1. Whether the ‘standard’ that the windscreen should meet in this situation is to pass an MOT or whether the standard is for a near perfect screen that you’d reasonably expect from premium main dealer approved used stock.
2. Whether I contractually signed up to a windscreen that is truly a component that is ‘sold as seen’ whether it has pre-existing fault or not.
Point 1 is a red herring as the expectation set through the main dealers’ marketing and pricing is that multi point checks, early servicing, tyre tread depths, brake pad wear etc. strongly suggests that cars will and do exceed minimum legal requirements. Why did they repair the windscreen in the first place?
Hopefully I can establish Point 2 in my favour through the small print because...
I never felt I had a claim with my insurance company; if they read this thread they’d refer me back to the dealer for a defective repair and subject to Point 2 being in my favour recommend my escalation from here would be any one or more of small claims court, motor traders arbitration, dealer’s UK customer services, etc.
I will invest some time in exploring Point 2. and if I have signed up to the risk that has happened then live with the consequences or if the paperwork is silent, then make a decision whether it is worth the bother to pursure further.
Thanks for all the replies and thoughts.
Butter Face said:
Oh man, I am out 
You sir sound like you need to buy brand new cars..... Used cars with used windscreens aren't for you.
What you meant to say was used cars with recently (poorly) repaired windscreens presented in near perfect condition for sale whose repairs fail when 100 miles down the road aren’t for me.You sir sound like you need to buy brand new cars..... Used cars with used windscreens aren't for you.
I would agree with that, but courtesy of helpful feedback from this thread I’m starting to realise there is a reality to this situation that I didn’t realise.
Dabooka said:
FFS, you can claim on my insurance if it closes this f
king thread.
Remember, it is entirely discretionary to read and / or participate in a forum thread.king thread.It is evident from the contrasting views that there is something to debate here - if you choose to.
You should consider using this discretion rather than winding yourself up.
Red 4 said:
Glassman said:
Red 4 said:
standard screen or heated, etc ?
What difference would that make?Edited by Red 4 on Saturday 20th January 14:35
Red 4 said:
Simonium said:
We can look forward to your used car emporium then, if running a car business is as simple as evaluating cars.
Well, there are dealers and there are dealers.op - where did you buy your car ?
Main agent for the marque/ approved used/ car supermarket/ arthur daley, etc ?
Standard screen or heated, etc ?
Glassman said:
sasha320 said:
Glassman said:
OP - just so that I've got this clear - for 100 miles you didn't spot the [repaired] damage and it suddenly cracked off?
No. The glass was showing no sign of repairs, chips or cracks.The cracks surfaced after 100 miles of driving.
That said I wouldn’t see anything other than an obvious chip or crack.
The cracks appeared once the car started getting driven (normally).
For me, the point here is that the repair could not withstand normal driving.
Torcars said:
It's interesting that the established PH view is that only tts claim on insurance for made up personal injury claims etc.
I'm in full agreement.
But it's OK to collude with a lazy dealer and make a fraudulent insurance claim for a windscreen.
OP, I wish you well with this.
I'm sure a quick call to the DP will have this sorted in no time.
All the potential hassle paperwork and negative attention from the manufacturer must make the cost of new glass look attractive to him
Thanks Torcars, I hope the DP is able to look at this in a different light too.ts claim on insurance for made up personal injury claims etc.I'm in full agreement.
But it's OK to collude with a lazy dealer and make a fraudulent insurance claim for a windscreen.
OP, I wish you well with this.
I'm sure a quick call to the DP will have this sorted in no time.
All the potential hassle paperwork and negative attention from the manufacturer must make the cost of new glass look attractive to him
I must say I was surprised by both the dealer’s and the PH response that drawing on my insurance was seen as a reasonable option. Fraud aside, if there is an insurance payout it is surely with the dealer, ergo the windscreen technician’s insurance.
Note, I wrote ‘IF there is...’; taking everyone’s opinion onboard it still remains to be seen whether I signed up to the risk of a previous repair creating a problem on a ‘consumable’ and having no recourse irrespective of potentially being in the ‘right’...
Hot off the press - threw in a call to the National Customer Services number just now and although the response was based on my version of events, at face value the agent said there is a strong possibility of a new screen even if it is off the back of pure goodwill.
Edited by sasha320 on Saturday 20th January 16:09
Mexman said:
Crikey, 5 pages about a bloody chipped screen.!!
Can we continue this if necessary on the ask a car salesman thread?
As it seems to have gone off track a little bit and the OPs original problem has now been resolved satisfactorily.
Mods?
It isn’t just ‘a bloody chipped screen’, if it were it would have been repaired by Autoglass a week ago, at my expense, in my time with no recourse to anyone else.Can we continue this if necessary on the ask a car salesman thread?
As it seems to have gone off track a little bit and the OPs original problem has now been resolved satisfactorily.
Mods?
Given the chipped screen could not be repaired, there appears to be some debate (circa 5 pages worth) whether this is a £800+ situation that the dealer should remedy or one that I should remedy. I asked for some advice and am grateful for all perspectives provided - much food for thought.
Update: I put this windscreen saga to one side a year ago after getting distracted by other things (as well as sensing that the situation was going nowhere).
Predictably, the windscreen now has a larger ‘bullet hole’ type crack and is very visible. Main dealer said I need to get it repaired for the next MOT. As I am unable to do this due to the previous ‘repair’ I am now looking at a
Replacement OEM screen cost at £1,100
My insurance will fit a ‘pattern’ windscreen, I am reluctant to do that as there may be implications for my manufacturer’s warranty and also my insurance (due to the amount of assist tech associated with the windscreen).
The time has long gone for any remedy from the original dealer. I am now masochistically looking forward to paying the full OEM replacement cost and buying a ‘how I fell between the cracks’ (no pun) of a fully assured, warranted and insured purchase.
Predictably, the windscreen now has a larger ‘bullet hole’ type crack and is very visible. Main dealer said I need to get it repaired for the next MOT. As I am unable to do this due to the previous ‘repair’ I am now looking at a
Replacement OEM screen cost at £1,100
My insurance will fit a ‘pattern’ windscreen, I am reluctant to do that as there may be implications for my manufacturer’s warranty and also my insurance (due to the amount of assist tech associated with the windscreen).
The time has long gone for any remedy from the original dealer. I am now masochistically looking forward to paying the full OEM replacement cost and buying a ‘how I fell between the cracks’ (no pun) of a fully assured, warranted and insured purchase.
I have actually, but on both occasions I didn’t get definitive responses.
Words to the effect of, in principle you’d be OK but it is not until you made a claim would we assess and if a claim was a consequence of a sub-standard part then we may not pay. Should that be the case then you’d need to turn to the windscreen fitter / glass manufacturer - and we’re talking about a claim for a collision / accident - not a replacement screen.
None of this was particularly reassuring.
Interestingly the insurance company contradicted themselves as they couldn’t bring themselves to provide assurances on cover using a pattern part yet they would only pay for a pattern part!!!
So, weasel words really, but it is all ancient history now - I’m looking forward to buying a brand new OEM replacement screen and having nice branded glass all round.
Words to the effect of, in principle you’d be OK but it is not until you made a claim would we assess and if a claim was a consequence of a sub-standard part then we may not pay. Should that be the case then you’d need to turn to the windscreen fitter / glass manufacturer - and we’re talking about a claim for a collision / accident - not a replacement screen.
None of this was particularly reassuring.
Interestingly the insurance company contradicted themselves as they couldn’t bring themselves to provide assurances on cover using a pattern part yet they would only pay for a pattern part!!!
So, weasel words really, but it is all ancient history now - I’m looking forward to buying a brand new OEM replacement screen and having nice branded glass all round.
Edited by sasha320 on Sunday 21st April 22:45
Glassman said:
sasha320 said:
Update:
Replacement OEM screen cost at £1,100
Says who, same dealer?Replacement OEM screen cost at £1,100
Of so, I bet it's not.
Do you think the cost should be significantly cheaper elsewhere? Because I’d be happy to get it done elsewhere.
Pothole said:
I worked for Autoglass (in their scheduling team) for a while and it appeared that some insurers covered OEM glass. You should investigate those.
Thanks, no joy on this one I’m afraid, my insurer says ‘their glass’ or a £100 contribution towards my choice of glass.There’s also the small matter of whether my insurer would accept a claim or whether they would have directed my claim towards the original windscreen repairer.
Anyway, the car is getting booked in this week for new windscreen, four tyres and an Inspection Service.
Funnily enough the prospect of a few thousand pounds worth of high margin service work will flush out the service people from the bog (no pun).
Glassman said:
sasha320 said:
/... my insurer says ‘their glass’ or a £100 contribution towards my choice of glass.
This is something which should have been brought to your attention before policy inception. It's there for you to see (because it is a requirement) only it's not that easy to find nor understand. >> I’m fine with this and knew about it at policy inception. I took (and continue to take) the view that if I crack the windscreen from an unlucky stone or anything else that is unequivocally on my watch then the full cost of a replacement is on the cards.
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