“Hi,
I am writing to you today to tell you about some absolutely incredible customer service at your company. It is not every day that someone runs into such a kind, generous, and knowledgeable individual who will go above and beyond what is required. I had a horrible experience with a competitor. My insurance company steered me to them to replace my auto glass. I was promised that I would have OE-quality glass, but instead was given distorted, loud, and overall inferior glass to what was originally on my vehicle. I am a big car nerd, and I purchased my BMW 330Ci for a very good reason: luxury and performance. I trusted my insurance company that they would give me the correct glass installers who would reinstall factory-quality glass that did not compromise not only luxury, but my safety as well. I even asked specifically for glass made by Pilkington, the OE supplier for BMW windshields. Unfortunately, I was proven wrong, and the competitor gave me their inferior, cheap SGC glass. There’s a very good reason why you never see new cars with the SGC brand-name on their windshields. Having a frustrating customer service experience, filing a few complaints and being told the wrong things from different customer service representatives, I had enough. I was even told that the glass they use is inferior to factory glass.
I looked online to find other installers, and ran across Glass Doctor, which had extraordinarily high ratings. One thing caught my eye instantly on the webpage: “We only use OEM glass.” Of course, I instantly e-mailed for more information, gave a brief explanation of my story, and was greeted by Donna over the phone the next day. She genuinely wanted to help me as a person, and was clearly not just trying to make a sale. Her knowledge was clear, and gave me a great run-down on why I should be using OEM glass. She said that Glass Doctor treats everyone like family, making sure that everything is done to exact manufacturer specifications so everyone is safe and happy in the end. Only about 15 minutes later, she was able to get me the price of a windshield install using glass made by PGW/PPG, another OEM supplier of BMW windshields, and even gave me all of my available options. I told her I absolutely want to go through your company, as it sounds incredible compared to other glass competitors out there. She obtained my insurance policy number and other information and then called my insurance company. She explained the situation to the agent, and even stayed on the line with me as I explained it further.
The insurance company refused to release work for another company due to the glass company’s warranty, but I was very nervous to let them work on my car again. Regardless of what the insurance company said, Donna stayed with me and stood up for me. I’ve never dealt with a situation like this, and I am very nervous of confrontation. Yet, Donna knew just what to say to help me. With my happiness in mind, Donna immediately asked for the supervisor. The supervisor came on the line, and I again explained a little about what was going on, with Donna again right there helping me and standing up for what was right. She gave a compelling argument and truly was looking out for my safety and satisfaction.
Unfortunately, my insurance company policies were not allowing for work to be released regardless of my situation. I presented my case to the agent, saying why I wanted to use Glass Doctor, why Glass Doctor would be superior to the competitor, and how it would solve my problem once and for all without dealing with such a huge hassle. Regardless of both of our cases, the insurance company could not budge due to company policy. Again, despite the odds, Donna stayed right on the line with me as the competitor glass company manager came on the line to discuss a warranty claim situation. I again explained my situation, and they immediately agreed to get me Pilkington glass. My hands were tied at that point, and I had to go through the competitor. After all was said and done, Donna still remained on the line. She gave me ways to file complaints against the company and gave me tips on how to inspect the glass to make sure everything is okay and safe.
Even though the battle was lost, Donna still gained a future customer. She spent nearly an hour of her time helping me, even though the insurance company would not budge from their position. At that point, she was helping me as a human being, something that means a lot. She treated me not just as a possible customer, but as a person: I am not just a work order, I am someone with a passion for cars that worked hard for his purchase, and simply want the same quality I expected from a BMW. Donna was very, very aware of that, and knew that cheap SGC-brand glass was not something to be put on my car. Donna tried her hardest and was cheerful, friendly, and a pleasure to talk to.
Although I may not be a customer right at this moment, Donna has successfully obtained a lifetime customer. I will be using Glass Doctor for everything glass from now on: whether it is my home or my car, you have just earned a customer for life. If I had the free money right now, I would gladly pay out-of-pocket to get my windshield replaced by your company just because of Donna’s incredible customer service. This is a case in which I do not need to be a customer to see the quality of your work. I can see it from the people you hire, and Donna portrays that quality in her work. Any person that says “We treat you as family” says a great deal about a company’s quality. While I may be in graduate school right now, I will be graduating this upcoming May and will probably be purchasing my first home shortly after. I will be wanting to do everything I can to save energy, and you can be assured I will be going through Glass Doctor to get some energy-saving panes installed. Also, with my luck with windows breaking, I can bet you you’ll see me with my car around there some time in the future. It may not be this specific car, but with how bad these roads are, I can bet you I’ll be needing a new windshield. For everything glass, I will always be choosing Glass Doctor, and will be suggesting your company to anyone that needs a new windshield or glass. I post around a lot of car forums on the internet, and you can be sure that I’ll be advertising your name around if someone is looking for a new windshield.
Again, I want you to know that this is what Donna has done today, and she deserves utmost recognition and praise for it. You made the right choice hiring someone of such upstanding qualities and integrity. It is not every day that a person can convince others of the quality of a company’s work merely through words alone. Donna has achieved just that.
Your new customer,
Robert S.”