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Shop around for alternative quotes
I rang the main number and was greeted with a sales pitch that sounded incredibly false and scripted. When I was quoted a price to fix a chip, I replied that the quoted price was, in my opinion, too high. I informed the sales person that I would shop around. This immediately lead to a 25% reduction in the quote which I accepted. They required instant payment over the phone. This was the central contact point and not the local branch. At the appointed time, the repair was made. I noticed that the chip had not been fully repaired. The workman inf...ormed me that there had been three chips, he had fixed one that I had paid for and fixed another free of charge and the third was minor and would not lead to the windscreen cracking. If it did, then it was covered with a life-time guarantee. I had actually watched the stone fly towards the windscreen and in my opinion, there was only one small chip, not three. When I read the guarantee document, it stated that if a customer was unhappy with the repair then the cost of the repair would be credited against the cost of a new replacement windscreen, provided the work was done at O'Brien's. I doubt whether I would use this service again, if I had a better option. In fairness, the local branch manager was very supportive and he is not responsible for head office sales tactics or comments made by employees.
I rang O'brien to make a booking to repair a tiny chip on my windscreen at their Moorebank branch and was handled by a switchboard operator. The switchboard operator said it would only take 30 minutes, and told me I had to pay $168 upfront over the phone. She also informed me that O'brien have their own special resin which dries clear, and that I wouldn't notice the repair.
The actual repair took close to 1 hour and the result was worse than when I took the car in. The resin is not clear but opaque and now I have a permanent blemish on the...
Still under repair
Had windscreen replaced on my MR Triton GLS. They did not have resources to complete the job properly so car was also booked into dealership. Took 2 days to get the car back and was informed sensors had not been refitted correctly. I'm still having issues with sensors out of calibration/ alignment a month later and after 3 visits to the dealership I still get random warning signals and wipers that do not work correctly... The car was less than 12 months old and less than 13000km. Now it's annoying to drive..The installer was good but I believe the product is sub standard.
Quote double the price of 3 direct competitors
Following a crack in my windscreen I sort several quotes for repair. Other repairers happy to quote online or on first call. O’Briens insist on collecting a whole heap of personal data and then you receive a hardsell call from an Indian call centre. The sales agent evasive about total cost of repair rather highlighting all the worthless “benefits” of its service versus competitors. I respectfully declined he quote ($595 for a Hyundai i30, 2013 model) because I had several other quotes for exactly half this price. Next day I started receiving scamming calls from Indian call centre. Always seek multiple quotes when getting any car repairs done!
Expensive and not great
I should have picked up on how expensive their quote was - but it was an urgent job. Later found out that they are nearly twice the cost of others. For that should have expected outstanding service. Job was done well enough but glass wasn't cleaned once installed and I was left to install the safety decals myself (not that easy for inexperienced person).
Not really impressed
We had thought of changing the bathroom before the screen shattered. Thought they could have been more helpful. We needed suggestions and advice. They just wanted to repair and leave
Communication was very poor in my experience. No phone calls, no times....
Didn't contact me when was told they would. Rocked up with no prior notice. Very unhappy with service.
3 weeks to get my window replaced
Ordered my window on a Friday, told it will be installed a week later, called to see where the installer was, I was told my ordered was lost, will be another week, received an email a week later saying it will be ready on Tuesday, and was finally installed on the Friday, 3 weeks after the initial measure up
Quote one price over the phone, charge much more after job completed.
I was quoted $430 with the measurements I gave over the phone for a single glass panel. Once job was completed I was then charged $770. I complained, and company said that they would look into it and call me the next day, however they never did. I’ll never use their services again, and will make sure to tell as many people I can to do the same.
I rented a Toyota Corolla 2019 model and a small stone flicked up off the road and chipped the windscreen. Allegedly the chip couldn't be repaired. Cost over $1,150 for repair, I received quotes of around $450 elsewhere so complete rip-off. Avoid.
Could’ve done better
Girl on the phone was rude, job was done at a smash repairs, they lost the covers for the inner pillar screw cover and didn’t worry about it. Very obvious, windscreen installation was good but workmanship needs more attention, customers do notice missing parts.
Had to return vehicle twice as job was not completed the first time and the second time included a faulty product.
Also the fact that there is no way of collecting the vehicle outside of working hours is a huge inconvenience.
I needed my car front glass changed. I was told that the mechanic/ glass repairer will call me 30 minutes prior to arrival and the time range was 0800 to 1200 hours.
Now the mechanic called me like 5-10 minutes before and when my husband asked for a bit of time he just kept saying "No" (indirectly) in a very rude way. After the call disconnected, in 2 minutes he texted "I am here thank you".
It is mandatory to give your customer enough time to be prepared for the service. We live in an apartment with the basement parking. It takes us about 10 minutes to get to the car and drive it up. That person/mechanic should be told to inform customer well before time and needs to learn how to be humble to O'Brien customers.
Knowledge of products at the call centre
Staff on the phone do not know all details of product. Just kept saying Like for Like which is not true.
Staff returning calls with answers was at inconvenient times, eg through working hours, when I am unable to receive calls.
Broken windscreen? Better wait two weeks then
Have fully comp and windscreen cover on insurance so logged a claim after hail cracked my windscreen - Im unable to drive the car. Was advised that I would be booked in for a visit in TWO weeks time! O'Brien didnt seem to think this was a problem nor my insurance. They wont pay for anyone else though so I'm stuck waiting with a car I can't drive. Who has to wait two weeks for a windscreen replacement??!
Questions & Answers
O’Brien, why don’t you be honest and transparent and change your policy about telling customers about installing after market windscreens? Why should we have to specifically ask you for a genuine one that is covered by our insurance? How are we supposed to know about aftermarket ones if you don’t let us know??? Are the insurance companies paying you bonuses?? That would be an interesting investigation! And stop telling us about how your aftermarket ones are the same quality, can’t you tell from all the feedback they are not!!! Another deceived customer, with an aftermarket screen that is so distorted and not sealed properly!!!
O’Brien recommended to replace my Mazda windscreen and said everything is covered part of my insurance. I was very happy and said yes. But they didn’t tell me it would be a aftermarket xyg glass. I realised this after one of the car repairer pointed to me by saying this is a aftermarket windscreen.
I think I have been cheated by O’Brien by hiding the fact to me.
Don’t you think now O’Brien should replace my windscreen to genuine Mazda free of cost for not telling me the replacement windscreen is not going to be genuine Mazda?
If not to whom I can escalate this?
Hi there, O'Brien® uses glass sourced from reputable manufacturers and presents with all the same specifications and features as your original windscreen. Glass sourced by O'Brien® complies with all the Australian safety and design requirements. Upon request, in some cases we can also fit original manufacturer glass however as your windscreen replacement was covered by insurance; if you have any questions regarding the specifics of your policy we recommend you speak directly with your insurance company. Regards, Nicole
Hi Obrien, Just for your information. I came to your centre directly with the hope that you will recommend which is best for my car. I had booked an appointment and paid for the chip repair in advance but your technician suggested to go with insurance. He took my policy details and checked in his system and told me everything is covered and I don't need to pay anything for the replacement windscreen. But why did not he tell me, the replacement windscreen is going to be an aftermarket one but not original Mazda?
Do not you think, it is misleading or deceptive conduct by your technician?
If he could have told me then I would have just repaired or should have asked him to go with original windscreen instead of aftermarket product.
Hey SNP I agree very deceptive. Going thru a similar issue!! Got a generic Chinese import instead of genuine Skoda windscreen. Was told I needed to ask for that. Chinese one cost $894 and all distorted and not sealed properly as wind coming in! Cate
I am about to replace a windscreen in my Ford Focus RS. Will the windscreen be an OEM calibre or a cheaper aftermarket product. I have been stung with this before and noticed that cabin noise increases and the aftermarket products can be missing the plastic laminate layer that OEM windscreens possess.
Hi Mark, as mentioned below, aftermarket glass sourced by O'Brien is from reputable manufacturers and presents with all the same specifications and features as your original windscreen. It also complies with all the Australian safety and design requirements. Subject to availability, you can also request OEM glass. If you have any further questions, our customer service consultants will be happy to discuss.
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