When you buy from a local business, you are not lining the pockets of some nameless investment fund and you are not contributing towards some Fat Cat’s ‘phat’ bonus.
But you are putting food on the table for a family; you are helping pay for the household bills; you are helping to build your local economy.
The economic recovery starts with buying from local and small businesses.
Like with most things in life, we can’t resist the urge to shop around for a bargain. We all have our own standards to uphold and the difference in quality is usually as clear as the old adage, ‘you get what you pay for’.
If your insurance doesn’t cover you for windscreen (or glass) breakages, you’ll be looking to get the problem solved as soon as possible, as cheap as possible and hopefully, having the work completed to an acceptable standard.
The cheapest prices are not always the best option.
A decent, reputable windscreen installer will be competitive on price, but he will not give it away. There is a clear line between:
a) completing the work using quality materials and supporting the installation with a robust guarantee and,
b) stripping the price down to a ridiculously cheap quote in the hope to capture the job.
Cutting prices usually means cutting corners.
Some simply will not and do not care about how their windscreen is fitted, ‘as long as it doesn’t leak, or fall out’ seems to be the general consensus with those people. But when it does go wrong (and trust me, it will!) Mr Cheap Installer has long gone with the very little that he yielded from that job. But take it a step further, let’s say you sell the vehicle (and thus don’t really care about the quality or the guarantee) but imagine the grief a leaking windscreen (or rusting aperture, loose trims, wind noise, creaking trims etc) will cause the new owner of the vehicle when he or she tries to get the problem addressed.
Windscreen replacement is straight forward when done correctly.
There are many things to look out for when having a windscreen replaced; but your starting point should be to ascertain who it is that is providing the service – have they been around for a while? Do they offer a guarantee (and I’m not talking about six months or a year – will they go as far as three years, or for as long as you own the vehicle?). Are they registered with ATA (Automotive Technician Accreditation)? If so, ask to see the technician’s ID card; if he is NVQ qualified, ask if this can be verified (’cause after all, anyone can say yes!). Check out the state of the van that pulls up near your car – or if you take it to a workshop, ask to have a peep – if it’s messy and dirty, this may reflect in the overall quality of workmanship.
Good automotive technicians take pride in their appearance and their work.
Ask what polyurethane (adhesive) they use and don’t be afraid to ask what brand of glass they propose to use. When it comes to safe drive times, the installer should make clear how long the job is expected to take and and at what time the car can be driven to keep in line with the adhesive manufacturer’s guildelines. Check and note the condition (as well as type) of trims, or mouldings around your screen before any work is carried out – ask the installer if new trims will be used, and if so, ask for reassurance that these will be standard, ie, purpose made for that particular car. If you’re not sure, about any aspect of the work, take a picture and email it to me via the contact me page.
We’re here to help.
When you’re looking at your shiny new windscreen, you are looking at the finished article and while you may be satisfied that your broken glass has been replaced, you may be surprised to learn that it may also be concealing a multitude of sins which could creep up and haunt you in the not too distant future:
This is a 10 year-old car. What you’re seeing is excessive corrosion which is creeping out from underneath the heated rear windscreen. “They don’t make ‘em like they used to” I hear you say. But this has nothing to do with the manufacturer of the car. This Peugeot 206 had its rear window replaced two years prior to these images being taken. The old (broken) glass was removed by a very careless ‘technician’ who used a utility knife (similar to a Stanley) to cut away the polyurethane which holds the glass in place. In doing so, the paint surface had been scratched so deeply, the knife tip had scored right through to the metalwork. He left it untreated and thus exposed to the elements:
If you can see past the cosmetic issue, the stale smell of stagnant water held in the interior carpets is not so easy to ignore. There is also the issue of the glass becoming unstuck which is how all the water is getting into the car.
I recently had a look at a track-prepared BMW E36 to try and find out why the front windscreen had cracked. There was no impact mark to suggest a stone had caused it. This crack occurred when the pinchweld had corroded and swollen and thus, pushed its way against the bonded windscreen. All this could have been avoided if the previous installer was careful with his cutting tools and conscious of what he was doing.
The extra repair work added unnecessary time to the replacement as well as an unwanted cost for the car owner. In this instance, the affected areas were stripped of all corrosion and prepared in readiness for the windscreen bonded process stage.
One of the worst cases I’ve seen was this 2004 Mercedes-Benz Sprinter van windscreen. The screen had stress cracked as the rust expanded, taking on more and more water until this happened:
The windscreen was removed and what we found was truly shocking; remember: this is a bonded windscreen whereby the two contact surfaces (glass and body) must be nothing short of clean and fit for purpose:
Motorists looking for what they regard as a ‘high-quality’ windscreen replacement should understand there are differences between the various types of automotive glass available to them. I often hear how original equipment manufacturer (OEM) glass, or dealer part glass is superior to aftermarket glass. This is a common misconception however, as much as there are some differences between OEM and aftermarket glass, you may be surprised to learn just how similar some examples are.
There is no mistaking, if you purchase a replacement from a manufacturer-authorised ‘main’ dealer, you will get the same brand as your original windscreen i.e., the glass will bear the vehicle manufacturer logo, such as Audi, BMW, Mercedes-Benz, Porsche and Volkswagen. But if you order your glass from a windscreen replacement company, your glass will most likely come from a reliable distributor who will stock OEM certified glass, such as Guardian, Pilkington and Sekurit Saint Gobain. This glass will have been manufactured to the same, if not exact specifications. The windscreens are the same shape, size, thickness, durability and color as original specifications and in many cases, the vehicle manufacturer logo has been removed or covered over by the glass manufacturer’s logo. Automotive glass – especially windscreens – must meet stringent safety standards; to this effect, they are identical to the dealer versions.
Many of the recognised glass manufacturers have relocated their factories to countries in Asia, China being the most common country. But China is also home to some not so well known (to the average motorist) brands, such as Fuyao and Xinyi. Purchasers of the new Freelander 2 for example may not notice, but the glass of their shiny new Land Rover is manufactured by a company known for its proliferation in the aftermarket industry: Fuyao. Insisting that your car’s windscreen is replaced with an OEM branded glass may not guarantee that you get an identical windscreen; it is very common for vehicle manufacturers to change glass manufacturer. It’s big business, so as contracts expire and the work may go out to tender. The bidding process is very competitive since these contracts are lucrative. This can result in a different company producing windshields from year to year for the same auto manufacturer. For example, the BMW Mini One may have a ‘Mini’ windscreen manufactured by Pilkington fitted to it at source, however, ordering an OEM branded windscreen via a BMW main dealer parts counter may produce the exact same screen which has been manufactured by Saint Gobain. To twist this conundrum even further, an aftermarket glass manufactured under the same brands will be no different, just minus the vehicle manufacturer’s logo. Now repeat that back to me!
In addition, lesser known aftermarket glass can be a different thickness than its counterparts. But in order to be sold and used, it must have passed compliance tests which in turn will allow each glass unit to bear a safety standard mark
Of course, not all windscreen damage requires a full replacement; any reputable (or ATA registered) automotive glass replacement company can tell you if the stonechips can be repaired, as a matter of fact, it is standard policy to offer repair before replacement (as long as it is legally repairable). If a replacement is needed, vehicle drivers and owners have a variety of specialist windscreen companies available to them. But remember, in most cases, a windscreen is only as good as its installer.
Unless you’re one of those 3D Lemmings, you won’t appreciate being told where to do your shopping. Can you imagine walking up to your favourite supermarket and being confronted with an animated creature that only knows one word? “Blocker!” he says, as he steers you towards his mate, who shouts out the only word he knows, as together they tag-team and steer you towards a store you didn’t really plan on using the first place.
Hold it there, sunshine.
Most of us do not enjoy being told what to do. It’s in our genetic make up. From birth, we goad our parents by doing exactly what they’ve just told us not to do. Looking back, never again will I have the opportunity to put my finger in an electrical socket, I mean, have you seen the size of my fingers nowadays? My parents have a lot to answer for. Perhaps they were thinking it would be better for me to keep most of my digits where they originally sprouted from as I (at the time did not realise) would need them later in life. What would be this occasion; this defining moment when I would need my fingers the most? My car! That’s it! I will need all of my fingers for my car! Every finger will be instrumental – depending on the occasion, of course - and I know it’s not just me (Mr angry Astra van man, I won’t be sending you a written invitation to cut me up like that again, but I see you’re well accustomed to that wrist action you displayed so gracefully – the next time I want to inflate my monster truck tyres with a hand pump I’ll give you a shout). Perhaps if we could gather enough 3D Lemmings together, we could set up enough Blockers and Turners to steer every car driver towards Cambridge. I think the 3D Lemmings could challenge the university graduates to a game of Blockbusters while we can park up at lawyer, Andrew Moody’s place so he can tell us more about steering.
Andrew Moody of Retail Motor Law
He’s a man who knows his decrees from his dollies; his writs from his welders and his addendums from his air-chisels. Indeed, Retail Motor Law‘s Mr Moody is a former panel beater who is calling for free trade in his former field. But he won’t be relying on 3D Lemmings. Instead, he is gunning straight for the attention of the government with a petition. “With the vehicle body repair industry widely adopting a recognised standard, there is no valid reason why consumers should not be able to use a repair business of choice, providing it has achieved and maintains a recognised quality standard,” he said in Heather Grant’s report, featured in the Motor Industry magazine.
But Andrew’s campaign is frowned upon by yes, you guessed, some insurance companies. They like to think they’re doing their policyholders the courtesy of removing reams and reams of paperwork, several trips to dodgy repairers and capping it off by saving them an arduous journey to bank the cheque should any part of their car get mangled in a fender bender. Of course, this has nothing to do with the insurance companies getting a good deal by having their own, ‘approved’ repairers. As a consumer, did you ever stop to think, ‘approved by who?’ How would an insurance company know whether or not a panel needs repairing or replacing? Just because they know a few celebrities between them (apart from that podgy, nodding dog) it doesn’t mean they know how to pin-pull a dent on a Discovery! Perhaps they should use the word, ‘nominated’ which would be a bit closer to the truth: the ‘chosen ones’. There’s no approval system apart from the agreement and facility to carry out the work and subsequently settle outstanding invoices. Approved for direct billing. “Insurance companies are in the business of restricting customer choice as much as possible in order to reduce their costs and I don’t think they are entitled to do that. They do not inform the customer of their rights, that is the right of choice,” explains Richard Brinklow, proprietor of Hillarys Coachworks in Tunbridge Wells. “Consumer law depends on customers having a fair choice to select the grade of business that suits their purpose, or a business that they have used before”¹.
Automotive Technician Accreditation
With the advent of the IMI‘s ATA standards, it’s about time our friends at the insurance companies looked at what many consumers are wising up to: personal service from local (or recommended) businesses. (I’m wondering if any of these insurance companies support the FSB’s Keep Trade Local campaign…). Can you imagine needing a routine surgical procedure and turning up at your local hospital only to be told by the ward manager to wait a couple of days as they flew in a cheaper surgeon? You’d probably beat your personal best on 3D Lemmings as you waited, but the thought of your convenience being spent for the gain of someone else is quite absurd. This is the basis of what Andrew’s allegation rests upon. Some of these insurance companies might as well drain your bladder as soon as you, ‘press 2 to report a claim’.
In my own line of work, I face similar problems on a regular basis but I’m not alone. Insurance restrictions are one of the most discussed subjects amongst my fellow professionals at The Automotive Glaziers Guild forum. Examples of policyholders being told to wait, on average, for three weeks for broken glass to be replaced is not an uncommon story. In these situations (where the policyholder may look to seek an alternative repairer) sanctions are often imposed which penalise the policyholder and restrict the (available) repairer from getting the damaged vehicle back on the road Bizarre? Andy Small of Firstglass Windscreens was recommended by a local Maserati dealership (his company has been sub-contracting for them for many years) but the vehicle owner was told (by his insurer) that he must use their own, preferred repairer. Yet (as if this hasn’t already given you an itchy head) many insurers will stipulate that the best available parts are used, using the best available products, techniques, etc. If some of the enforcers of these rules could only hear what they’re saying, I’m sure they’d be deeply embarrassed by the whole thing. Not saying all insurers are Shrek-like ogres, but I reckon there must be a lot of wax in them, there ears.
Commenting in a Pistonheads forum discussion, Anatol Poyer-Sleeman added, “Steering by insurers is probably the biggest issue in conventional body repairs at the moment.” The body repairer continued,“The bodyshop trade doesn’t really talk about customers, it talks about ‘work providers’, which is code for insurance companies.” But Tol feels there’s little benefit for the ‘non-approved’ repairer, despite the introduction of Publicly Available Standards ( “PAS” ) . The idea is that those that are keen on the scheme fork out loads of money to be assessed and – they hope - qualified as an accredited technician. Superb! We can now all qualify for insurance work, right? But underneath these raisin and Hershey’s-dark-almond-chocolate-Easter-rabbit overtones (breezed with raspberry-filled Dunkin Doughnut highlights) is an aftertaste: a raspy finish with a cutting splash of pickled onion vinegar. “PAS:125 is a connected issue – the standard is written in such a way that ATA qualifications are effectively necessary to get it; other qualifications that initially count magically expire for validity after 3 years,” explains Tol. “The gatekeeper to ATA is Thatcham – which is wholly owned by… *drum roll* the Association of British Insurers. What a surprise that inscos are pro-PAS”. There’s a lot more to this steering malarkey. It’s more like being sat on one of those driver-less monorails at Stanstead – as you’re ‘delivered’ to your gate, ready for departure. We must stop this. Immediately. But something a bit more controlled, rehearsed and subtle than a Keanu Reeves style, “There’s a bomb on the bus!”
"Turn left into that bodyshop"
Fighting out of the blue corner, extending his argument using jabs like a welterweight boxer, Andrew Moody claims that pressure-selling tactics are also applied to both policyholders and repairers alike. One example he gives is that a ‘work provider’ requires members of its network to ‘introduce’ a minimum of 10% of ‘non-blame’ parties. The ‘return’ this ‘provider’ expects for every 10 jobs is at least one ‘innocent party’. This appears to be just as inverted as the punctuation marks around the words used to describe the practice. “What’s more, if sufficient customers are not referred, then the repairer is penalised. Some have been docked £150 for every customer below the expected number”. But the opposite corner, the defending champions, are disputing our peoples champion’s claims. Their defence is that an approved repairer system works to the consumers’ advantage in a number of ways (not to mention the money they stand to save by pressing smaller repairers with their schemes). Engineering specialist Jon Parker talks the argument down with, “Trying to invoke legislation that will prevent insurers directing work into their approved networks is, in my opinion, futile, as the insurer is responsible for the repair and has a duty of care and corporate social responsibility to ensure methods of repair are correct.” It’s a good defence but can Parker guard against Moody’s contention? “In addition,” he supports “it is highly likely that insurers can obtain a cheaper repair from their own accredited networks. That’s just business. A policyholder who is directed to either a Kitemark or vehicle manufacturer-approved repairer by their insurer should receive the best possible repair”² (perhaps Mr Parker would like to get a whiff of that Maserati dealer’s macchiato machine as we send Andy Small down to serve him a Caramelised biscuit to help soak things up!).
There’s more pressure on the repairer and if the idea of good ‘business’ is to cut costs, the consumers’ detriment comes with the cutting of corners.
What next, insurers insisting that (in the name of ‘business’) the repairer fits second-hand parts? Oh no, wait…
Acknowledgements:
¹` ² Quoted from IMI Industry Magazine report by Heather Grant
Picture of Keanu Reeves and Sandra Bullock from the movie: Speed.