I've had a number of terrible customer service experiences, and unfortunately a lot lately. However, this one really takes the cake. I'm still aghast from what happened this morning.
But let's start from the beginning. Sales folks from Coast to Coast Auto Glass had came to my work a number of times. They check for cracks and offer their "free" service (in FL there is no deductible for having this replaced). I had said no a number of times, as I knew it was a difficult process on the Insight. Finally, one salesman talked me into it, and guaranteed me they'd be doing everything right, including replacing the clips that are known (expected) to break.
I told them that as long as they show up with the proper materials, I'll let them do it. Saturday comes around and they call me, telling me that they didn't list any parts required, (not even the top moulding for the glass). I tell them that it is a low production car, and it is unlikely for them to have that information.
I did my best to provide the info. They reschedule for the next Saturday, first thing in the AM (8AM). Much later, I get a call. The guy argues with me and tells me that none of the clips will break. He also tells me that if they do, that they do not seal the car, and water will not leak in. He says that he knows all about the first generation Insight (yeah right). He guarantees me that he's sending out "his best guy" and that they do not break clips. He says that if someone breaks them, they don't know what they're doing. I finally agree that they can do it, but if they break anything, they will be required to replace it.
Then a number of hours later, two guys show up. These guys were cool, understood me, and listened as I explained. They advised that what the guy on the phone had said was wrong, clips break, and even gave me examples. They admitted they had never worked on one of these and asked to see the diagrams that I mentioned.
I showed them a number of pictures and schematics from this site (thanks guys). They agreed that they couldn't do the job, and put in a request for the clips. They asked me to email me the information (and make it foolproof), so I did. Below is what I emailed:
Thanks for hearing me out and being willing to do the job right!
As I promised, here's all of the information that you'll need to know regarding removing and reinstalling the A-pillar garnish that is required for windshield installation on my 2001 Honda Insight: how the clips break, how many of them there are, part numbers, etc.
Here is a diagram of all of the clips that are under the garnish piece: http://i43.tinypic.com/drb2o5.jpg
This site has another diagram, but also shows the part number and pricing: Honda Automotive Parts
14 pieces of clip A (# 33) Part Number: 91503-S3Y-003
2 pieces of clip B (# 34) Part Number: 91504-S3Y-003
2 pieces of clip E (# 35) Part Number: 91505-S3Y-003
2 pieces of clip F (# 3 Part Number: 91511-S3Y-003
It has been thoroughly documented that all of these pieces are known to break upon removal. Additionally, this car is unique, in that when they are broken, the car will leak. It is discussed in these posts: Grrrrrrr...Just had to order both door garnishes
For reference, here are a couple of other discussions where owners discuss the clips breaking upon removal:
Garnish Assy Clip: Question?
This car is extremely uncommon, and it is unlikely that the installer will have worked on it before. I'm supplying this information to help - not trying to be a jerk! I apologize if I've come off that way. I really appreciate your help!
A few days go by, and first thing this morning, the same rude guy calls me back. I was so taken aback by what he said, that I can't quote his exact words. He told me that I was wrong, didn't know what I was talking about, and that the clips would not cause the car to leak. He told me that they know what they were doing and that they were canceling the job. He then hung up on me before I could even respond.
I'm not exaggerating here, no joke!
Needless to say, if they come around my workplace again, I'm going to ask them to leave. They are not getting any business from us ever again.
I've emailed their main contacts, including PR
. I'm including a link to this thread. Let's see if they can make it right.