On the first visit they brought the wrong windscreen. The friendly chap was apologetic.

On the second visit the chap rudely drove off without giving me a chance to inspect and had left off the windscreen bolt covers and the wipers were not working.

On the third visit a polite chap brought the covers back, and added gel to the windscreen sensor. But he didn't test the wipers and so they still didn't work, plus then I went on a motorway and heard air coming in through the side of the windscreen.

On the fourth visit I went to them, in Bury. They refitted the windscreen and added more gel (it has not yet rained so I can't test if this has worked). But as I was driving home I realised the wiper jets were now useless and weak.

Once home I popped the bonnet and discovered the wiper pipe had not been put back in it's channel and is now dragged across the engine bay and crushed under the plastic trim instead. I am going to ask my local garage to take this apart and re-route because I dread what they'll break next.

Things that need to change:

1. Every visit was by a different technician. There was no consistency and no responsibility. Every visit was like a politician apologising for the previous incumbents actions. Once a technician is assigned they should remain responsible.

2. Contact was impossible. Phone lines ring and are not answered until eventually you get to a call centre and leave a message. You then wait for an eventual call-back and an appointment some time in the future. A huge amount of time wasted and feel treated like a burden, not a paying customer. There should be a way to contact the actual people who are doing the work.

I should add this whole process to date has taken seven weeks, mainly due to difficulty getting in touch each time and then waiting for the available appointment.

3. I was repeatedly asked to sign a mobile phone with no explanation of what I was signing, no chance to read terms, and no copy provided. It seems more like they're interested in formality than doing a good job. This is an absurd waste of time that has all the legal value of a wet sponge. If you want a signature you should show the customer their car, point out what you have done, and then ask them to sign that off, otherwise it's not going to hold any value for anyone.

4. The emails sent with 'photos' in them of 'proof of work' are so low resolution as to be useless (about 400 pixels wide), they're just a blur, and disappear after 30 days anyway. This documentation idea is great but you need to modernise with high resolution photos and store for at least a year.

5. The actual centre feels like a doctors clinic. Very clean, but there is no reception desk, just a very 1950's glass hatch into an office where you wait for them to open it when they feel like it and you feel like some diseased beggar being kept at arms length. That sort-of environment that separates customer and service is outmoded and backwards and encourages the exact sort-of poor quality hide-behind-the-last-guy work I have received. Please move into the current century and fit a proper reception.

In summary: Badly done work, no easy way to talk to anyone, very friendly polite to face, but no sense of respect or value when it comes to the actual work undertaken.

Changes: The system needs to be modernised with a proper system of testing before handing a car back. High resolution photos and making sure the customer is actually satisfied would almost certainly save you money whilst making everyone happier.

There needs to be a clear and effective line of traceability, responsibility and contact for when things go wrong. There needs to be phone numbers that actually get answered and customers should be provided this information in hard copy after every job so they know what was done and how to get in touch if there is a problem.

Once a technician begins work on your car they should be accountable and the primary person for remedying their work. Do not simply pass the customer around. This benefits everyone. Technicians get to put things right and improve their skills which, frankly, any worker deserves. No technician should be fixing other people's mistakes, that's bad for morale anywhere. And customers get to feel they have been treated with respect.

I can only hope someone from National Windscreens actually reads this, acts on it, and learns from it. It's been a nightmare. And still not even fully over yet!

Very easy to book and the staff were really friendly and helpful.

Good experience
Polite staff
Kept in touch

Staff were excellent. Rang couple days prior to my booked appointment and offered me an earlier appointment due to a cancellation. Suited me as was Xmas week. Very good service and car was returned in clean condition

On time and did a good job in a reasonable time

A really great experience from start to finish. Easy to book. Friendly staff. Sorted my new windscreen without any fuss.

Very helpful with excellent communication.
Windscreen was replaced to a high standard, and within the agreed timeframe.

Fast, and friendly service from the Bury centre. Really helpful guys, kept me updated as I waited for my windscreen replacement. Would definitely recommend.

Friendly, professional, easy to book and they sorted out insurance I just paid the excess when booking.
If being picky I'd say I didn't realize I'd have to take my car in rather than being replaced at home and had to wait several days for an appointment.

We gave car for wind screen replacement after 3 hours we were called that we can come and collect car as they are not able to do the job coz they can’t open the wiper nut.

My dad who is disabled called me and I went with him on taxi to collect the car. We bought the car back home and the next days I tried to open the nits and on first try with very normal force all nuts were opened. We booked another appointment and the screen was replaced, while collecting when I told the guy that I just opened and all nuts opened without any issue he started being rude and being very defensive about themselves. I said I am trying to give feedback coz I want you to improve but he was very rude and didn’t even listen to me properly with any attention. And there was a point when I was making payment my dad put the card on the machine for tap and he was so loud saying “Can you insert the card in SIR”

That tune and loudness was again very rude. I won’t be going again. This was Bury Branch

Got messages to say approximate time slot, from X to Y time. Got a phone call to say on the way. Agreed a change in location due to weather. Husband drove over. Windscreen changed quickly. Good waiting area and coffee.

If they'd checked whether we had a garage they could work in if it was raining, could have sorted change of venue from the start. No bother though. All done quickly and efficiently.

We were seen at Swansea branch

Excellent service, it was impossible to tell the windscreen had become replaced.

Provide customer a great service and finish the work on time.

First appointment for a home replacement was cancelled due to bad weather. An appointment was arranged at the Bury depot for me. The windscreen was replaced very quickly and advice given. Great service.

The guy came and fitted the broken window and was professionally throughout his time and cleaned as he went along.

Great service replaced my windscreen in no time at all

Great service,
Great customer service,
Great handover,