I had my car serviced and later when I collected it I noticed a crack of about 25 cm on the windscreen. I notified the service adviser of the damage. He then took him 45 min to view a video recording taken on my arrival. This is what unfolded:
-After waiting 45 min I was advised the footage showed that the crack was there when I arrived.
-I asked to view the video showing the crack. what was shown to me was an obscure shadow on the windscreen, which I will explain below later, taken from the front of vehicle. Not convinced that the small shadow was the long crack, I asked for the technician to zoom on the windscreen. Sorry can't be done.
-I found the answer very strange, the technician who recorded he footage zoomed on everything visible to him like a small scratch mark on the bumper but couldn't see and zoom on a crack of about 25 cm on the windscreen.
-The reason is simple, and I am adamant about this, there was no crack on the windscreen when I arrived in the morning.
I look after my car, drive it everyday, wash it every third week end, why didn't I notice this sizable crack. Further I have an insurance cover that includes a free windscreen replacement. If the car was damaged before I took it for the service, why would I put my life or my grand children whom I take to school in an unsafe and dangerous situation?
-When I asked the service adviser why the "shadow" or the "reflection" as the Dealer Principal labelled it later, was shorter than the actual size of the crack. I was given timid answers such as, it could have gotten worse during the service. maybe when the car was washed or the heat could've played a part!
-If they took the time to check the windscreen inside the car, (maybe they did but no admission) they would have noticed some sticky remnants left on the windscreen by the sunshade, which could be what the shadow or reflection is.
-Suggestion was given to send me a copy of the video footage by email. That was proven to be difficult for them, then when I requested to go there and download it on my external drive so I have it analyzed by a third party, this time the DP refused this request on the ground that no video footage is given to customers!
-I sought an assurance from the DP not to delete the footage until this matter is resolved, I had no reply to this request.
-I was told to claim through insurance. Excess? at my expense
-Replacing the windscreen at my expense.
-An apology or a token gesture for the undue stress and frustration this incident has caused me would have been enough to resolve the matter. Nothing.
-Due to the arrogant and dismissive attitude I have encountered I am taking this matter further.