This is something that should be resolved at your home office. If your technicians are not equipped to work in dusk or near dark, appointments shouldn't be made for those times.
Fortunately for me I had my boyfriend there to receive the technician until I could get home from work. According to him the technician arrived visibly agitated. He described it to me as somebody who was trying to do a
" rush job". We scrambled to find as much portable light as we could to help him out. We ended up with two floor lamps with flood light bulbs in them plugged into an extension cord and two high-powered flashlights.
Your technician should be provided with these things. It should not be up to the customer to do that. When I made my appointment with the mobile service department they asked me if I had a carport or garage and I said no.
So it was known that there was going to be no light source.
After we put all of that together, the technician needed to be prodded to make sure all of the glass was vacuumed out of the track of the door and out of the floor of the car.
My boyfriend who became friendly with the technician during this process, at one point had to grab the vacuum and do additional vacuuming himself. He also needed to assist the technician with getting the door trim put back in properly. He also pointed out to the technician that he'd missed a screw in the bottom of the door. The technician then remove the door panel again and affixed everything appropriately.
I feel like if my boyfriend wasn't there and I were to have trusted the technician that a subpar job would have been done. I shouldn't have to feel like that. I shouldn't have to have somebody who's knowledgeable about cars available to supervise an individual whose supposed to be able to come out and do these things independently.
The technician himself, was a nice guy. He was visibly struggling with the job and obviously irritated with the fact that he was sent out practically in the dark to fix a window. Again that's your scheduling departments fault. This should be resolved for your customers. Either that or you need to equip your technicians with the appropriate tools to light a job site.
Safelite was recommended to me by my insurance company. This was a broken glass claim.
As result I was pitched new windshield wiper blades. I agreed to have the technician bring and change the wiper blades for a charge of $38.
When I asked the technician about this near the end of the job he said he wasn't informed that he supposed to bring specific wiper blades wiper blades and install them .
Again I don't blame him for this. He should have been sent out with the correct wiper blades and it should have been added to his notes for him to do the install.
He was accommodating in the sense that he provided me with different wiper blades that he had in his truck and took the charge off the bill.
At least that way I had something. So I do appreciate that. Again as I said the technician was very nice and once we got to talking to him he seemed to calm down about the job and things got on track.
I feel like the stress that my technician and my boyfriend and myself were put under were primarily due to poor orchestration within your company.
Your scheduling department needs to be aware of where they're sending the mobile technicians at which times of day. If you expect your technicians to be able to take later appointment slots then they need to be equipped with the appropriate lighting to get the job done. As I watched the entire process of my door being disassembled in the glass being put in I understood why my technician was so incredibly frustrated with the situation.
If I'm going to be pitched high quality wiper blades that I'm likely paying more for due to the convenience of the service, I expect the technician to be informed and I expect Safelite to have sent him out with a product that he needed.
I am grateful that he accommodated me. Once he calmed down he was very polite. The job was finished and the window is working as expected.
However I don't think I would use Safelite again.