Our company has only been in business for a few years. We have only had to deal with one cracked out windshield. I had a customer come in yesterday with a crack on the windshield and as we were starting to repair it, it cracked out. Since customers are already coming in with something that is broken, what is the ethical thing to do for/with the customer?

Give them a good price on the window and explain that you know what happens

Glass Gal. I have been in the repair business from the 1980's. first off, is your repair co. a repair only or a full service glass repair and replacement co?

If you are a repair company, you should understand and promote your self as a REPAIR company. When customers come to you they have a broken w/s even a chip is a BREAK in the glass. Your job as a repair service would be to stop further damage, or having the chip to crack out.

The w/s is already damaged, fact 1, the goal of a repair facility is to repair the damage. If in the process of repair the chip were to continue to crack out, it not your responsibility to be liable for the damaged w/s. It is already broken.

You need to educate your customer on this fact. You are attempting to repair damage that is currently there, you are not responsible for any outcome form attemping the repair.

In almost 30 years of repairing I have only experienced about 3 times a chips took off and cracked.

if your company replaces w/s's than it gives you another avenue to retain losses from a failed attempt to repair. be fair, but don't lose your tushie to help your customer. Remember, they are looking for quality service, step up and be that, but don't give out the farm to do so, be fair, make $$$$$ and take care of customer. you will never go wrong from there. Hope this helps.

Thank You! for responding. We are a repair only shop. I have been working as an independent glass repair technician for the past 5 years and this is only the second time I have experienced this. I just started my own business and I of course want to be ethical and fair in order to gain and keep customers. Do you mind if I email you for a few further questions from a 30 year vet????

Ethical and glass repair do not compute. First you don't repair anything you try to make the damage go away but it doesn't go away. The damage can always be seen. So if you want to be ethical get out of your con scheme. The only help you are giving your customers is helping you fill your wallet.

I don't think these threads will display email addresses

knockout glass repair at yahoo dot com