A little more care.
The staff were very friendly, the job was done at and within the stated time. The actual fitting of the windscreen seems to be well done, however I found the following things to be annoying more than anything else. After returning to pick up my vehicle I was informed that one of the windscreen fitters had slipped while using a tool to remove the old windscreen and had damaged my driver's side, dash speaker cover, ( I was told the speaker below it was undamaged, I took him at his word and didn't bother removing the cover to check ). They offered...to re-inburse the cost of the cover if I bought a new one and returned a copy of the receipt to them, alternatively they offered to fit a new pair of wiper arms as compensation. I decided on the new wiper arms as buying a new cover and returning with the receipt would have taken me at least a couple of hours of my time. A couple of days later I noticed the speaker was making an odd sound, I removed the speaker cover to find the speaker cone had been sliced. I then had to repair the speaker. For some inexplicable reason the volume control of my radio was missing when I picked up my vehicle, ( It was there when I dropped it off ), after noticing this I then had to drive back to their workshop and wait while it was located. Also they failed to refit my E-tag mount and the stick on digital antenna for the radio. I would have thought that a business that does the same job hundreds of times a month would have eliminated these small annoyances. Would I go back? Yes, as the staff were friendly, I would just ask them to take a little more care.
Poor appointment scheduling service
When visiting the O'Brien Hobart outlet we experienced excellent service! We then lodged a new screen replacement via their telephone scheduling service which incorrectly booked in the service date. The confirming sms confirmation to us did not correspond to our date we booked or either theirs that was to take place?we in turn had too wait another week for the screen of our 4wd to be replaced.
O'Brien store and installer themselves are excellent but their scheduling providers failed.
Prompt service but issues
Prompt service covered by my insurance
Offered windscreen wiper for $35 cash which I agreed to then on pick told not done out of stock
windscreen wiper now rattles very annoying on the six hour trip
E-toll tag fell off in a day so had to go to Service NSW to get new one
I phoned O’Brien glass they transferred me to my insurance company my insurance company sent a order number to O’Brien Glass but O’Brien didn’t bother to contact me about getting the job done until my insurance company got onto you to me that’s poor service
Windscreen replacement good but...
The replacement of the windscreen was good. The workman told me that when a new windscreen is replaced that it's a good idea to replace the wiper blades. I said ok - if that's normal. He replaced them and charged me $50. When I got home my husband told me that the blades were only replaced 3 days earlier when we had the car serviced (I did not know this). I'm annoyed that I paid $50 to replace brand new blades and that the workman didn't pick that up and let me know.
Glass in doors and a window
My antique doors fitted the specified safety glass. Hopefully no more storm damage at least this year. Paul did a great job and not many young guys have his putty skills.
Good job spoiled.
The job was done while I was away from the vehicle. Disappointed to find on my return scuff marks on the dash which had been covered up by the dash matt.
Good overall service
Had my windscreen replaced at Ringwood branch however windscreen was not put in correctly and resulted in it leaking when it rained that night. Windscreen was refitted at my house by a very professional gentleman who made sure the windscreen was refitted correctly and I'm glad to say that night when it rained very heavily there was no leak.
They did everything to be expected but left black hand marks on my interior and off cuts of rubber in my car. I also bought new wiper blades from the technician
Had to replace front windscreen on my Ford Focus ST due to scratches and was left with a mixed feelings. O’Brian’s customers service was excellent and installer has done the good job ( no leaks ) but the glass they use is not the best. The brand is xyg and the shape was slightly out to the original glass. There is also a slight image distortion if you look through the passenger side ( very common issue with this glass ). I have decided not to complain as the replacement will probably be the same so I would rather not go through the hassle. Overall good but not perfect.
Insurance paid for my windscreen
Windscreen has lifetime warranty
X3 customers were upset with their vehicles
My experience was ok. Toyota wanted O'Brien to do it on their premises as they wanted me to not travel, get a loan car and do the calibration, O'Brien refused comes down to the $. Not the customer I was to tired and exhausted to argue.
They gave me my report and I got Toyota to check their workmanship and the report. They said all up to standard. They were also disappointed in them not allowing me to drop the car in their workshop to make it easier on me the customer.
All is good. QBE has always used O'Brien and no complaints of my own thus far.
O'Brien Vehicle Glass offered a great phone conversation in regards to assessing my situation and organising how the job will run when l contacted them by phone. The windscreen fitter even rang me to let me know he was on his way, so for all of that 100%. The finish on the windscreen was of high standard. The only discrepancy l could say is that l was unhappy with the some leaft over silicon, dirt on the dash board...l felt it should of been cleared. A good tradesperson always cleans up after him or herself. I'am giving the fitter *** 75% everything else ***** 100%.
Broke the door and left a mess. [They've now apologised]
They fixed the window, it seems to be fitted OK & working OK so they get 2 stars for that. But they lose a star for breaking the promise on their website: "We vacuum up any broken glass, and remove from within the doors if side glass has been broken" (https://www.obrienautoglass.com.au/experts/). They lose two more stars for leaving the door in a completely inoperable state.
Edit: Just an update, I had a follow-up call from O'Brien offering an apology and a chip repair voucher. So I've bumped it up a star for good follow-up customer service.
A courtesy car would make all the difference
They did a good job and were nice people. Having a courtesy vehicle would have made life much easier. Sat hours were 8am to 4pm, but they told me to come back before 12pm so that they could leave early.
Original windscreen vs a replacement
If you have a late model vehicle with factory tint in your windscreen, be sure to specify that the replacement must be an OEM windscreen.
My Jeep Grand Cherokee windscreen was replaced with the O'Brien replacement, which is clear glass. The difference was obvious from day 1, however O'Brien would not accept that it was different from the original, stating that it was identical and also illegal to have a tinted windscreen in Australia.
It took 6 months of hassling with the my insurance company and getting the Jeep part number of the correct windscreen before they would concede that it was different. 6 months later I have the correct factory-tinted windscreen back.
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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