• The Forums are now open to new registrations, adverts are also being de-tuned.

Help - advice please!

BTB 500

MB Club Veteran
SUPPORTER
Joined
Aug 7, 2005
Messages
24,664
Location
Shropshire
Car
R129 SL500, W639 Vito 120, S205 C300
Sorry this is VW, rather than M-B ... but would welcome any advice / comments :)

2.5 years ago my Sharan had the (heated) windscreen replaced under warranty after it developed a large stress crack in one corner. The car's warranty expired last August, and the windscreen is now leaking.

The main dealership that has serviced the car from new (and did the windscreen replacement) is suggesting that I should get the screen replaced by my insurance company, and as a "goodwill gesture" they will pay the excess. They've had my vehicle for a total of 11 days so far (3 visits); originally the water ingress was blamed on blocked bulkhead drains, then faulty door seals, now the windscreen.

I have no paperwork for the original windscreen replacement as it was done under warranty, so I cannot "prove" it ever happened (if it ever came to that).

My insurers are Direct Line, the policy states that they will replace "broken glass". Obviously the screen isn't broken, but being bonded in it would be if it was removed!

I could contact Autoglass (their nominated glass replacement company) ... I don't know whether they'd replace a screen that clearly isn't damaged without telling Direct Line. Or whether they'd suggest I whack it with a brick and call them back (probably the most pragmatic option).

Whatever happens I will lose the car for another day or two - I seem to remember that bonded screens have to be left 24 hours before driving? I suspect a heated screen may not be a stock item either. Can they do the windscreen replacement in the open (i.e. at home on my drive), or does it have to be at a dealership? I believe that a bonded screen is "structural" so it's a bit of a worry that in less than 4 years it's stress cracked once and now come unbonded. Perhaps 204 bhp is too much for that bodyshell (flexing)?

The car is currently at the VW dealer in Guildford (and I'm at work in London) ... what do you think I should do?!

TIA :)
 
Well, if your dealership is saying that they will foot the excess, and are telling you to go through the insurance company - then part of that goodwill should be for them to "get it sorted" for you, ie if they have to call in Autoglass or whoever to do it, they should take care of that as a customer service thing.

Additionally, if the windscreen was replaced by the dealer then it should be in the VW system, and therefore any dealer should be able to check that.

Finally, if you have to do it yourself, then I would take the car, make sure you have a big stonechip/crack within your line of visibility and call Autoglass - now chances are that the screen won't be in stock, in which case they will go to VW to get one, and as it is bonded they may give you two options one to have it done in your drive or to take it along to their nearest centre.

Personally, having had one of these done, I took it to their centre abt 3 miles away, and let them do it in their time - ensured the best unrushed job.

Sometimes its a choice of the pragmatic option or no option...
 
OK thanks for the suggestions. Unfortunately it seems Autoglass prefer to repair bonded screens now, rather than replace them!
As a rule, if the windscreen chip is smaller than a £1 coin, we can usually repair it at no cost to you. This also means we don't have to disturb the original factory seal on the windscreen.
So I'd have to get the right amount of damage!

The dealership have confirmed that they outsourced the original windscreen replacement, but they can't remember who to! If it had been Autoglass (they think not, even though they have a centre just down the road) any re-work necessary now would have been covered by their lifetime guarantee ...

Dealership are having a think and say they will call me back.
 
Please do not take this personally, as it is directed at the VW dealer not you, but why should you and all of us have to pay higher insurance premiums because they did not carry out warranty work to an acceptable standard? The dealer should meet their responsibilities for the work carried out, which everyone knows is highly skilled (hence the outsourcing) but nevertheless, if a panel repair they did went wrong (e.g. corrosion) would you put a big dent in it and claim for accident damage?
On a more helpful note, I had a screen replaced at RAC last weekend, drove to their (warm) depot, having made sure they ordered the right tint, rain and headlamp sensor model and they asked me to wait to double check they had the right one. Was very impressed with the service.
Good luck with getting it sorted.
 
I agree, told the dealership it wasn't covered by my insurance and waiting to hear what they suggest next.

Getting fairly desperate though because as mentioned I have been without the car for 11 days, with no fix in sight, and water coming down through the dash whenever it rains. The electronics seem to be surviving so far, but ...
 
Happy ending ...

Well I reached a stalemate with the dealer on this, but a quick call to VW UK customer care got an offer that they'd pay 70% of the cost of replacing the windscreen as a goodwill gesture. I'm quite happy with that, so it's booked in next week :)
 
If it's a new screen, leave it in 24 hours or at least overnight for the glue to go off.
 
They're having the vehicle for 2 days, so hopefully all will be OK.
 
Aaaargh ...

Got the Sharan back on Thursday night, with brand new windscreen fitted. My 30% of the cost came to £114.

Yesterday it rained, and I had water dripping off the rear view mirror! :mad:

VW dealer has put the windscreen company on to me, they want to inspect the vehicle ... so trying to arrange this.
 
What a pain in the @@@@!
 
Make sure you get your £114 back.
 
jeremytaylor said:
What a pain in the @@@@!

You can say that again, got a ton of 'stuff' going on (including moving house next week) so this is the last thing I need!
 
Bill,

I may be being a bit thick (quite likely) but why was the cost so high? do they have to break the screen to replace it? Can't they just un bond it and then have a better go at rebonding it?

Just a thought, its not that they have been trying to replace your original with a not 100% matching screen? was there a variant in the Sharan?

I'd agree with Rory that you should ask for your money back and some compensation, and as Glojo always reminds us - try to remain firm but polite and friendly. It'd also be worth putting this in writing, so that you have a record.
Something else to try could be writing into Auto Express for a whinge and see if they can help.
(maybe get your warranty extended by another year or a free service or something).

Cheers

Sparky.
 
I was told originally that they wouldn't be able to get a bonded screen out without damaging it, hence a new screen was needed. Now the windscreen company are coming tomorrow to "re-seal" it :confused: on my drive ... provided it doesn't rain!

The screen is electrically heated and tinted, so I'm pretty sure it's a genuine one. The Sharan/Galaxy/Alhambra did have a facelift in 2000, not sure if the windscreen shape is different though.

I got a free service before after they took nearly a year to fix a problem with the towing electrics!
 

Users who are viewing this thread

Back
Top Bottom