Windscreen Damaged

steveledzep · May 9, 2017

Travelling along the M4 this morning I was passed by a Range Rover doing a hell of a speed (ton plus ?) and a stone was projected towards my screen. A loud crack and a 10mm diameter scar as evidence. It's directly in front of me just beneath the sun visor. For the rest of the day it was distracting my vision !

I have no experience of windscreen repairs. Would a repair make this invisible, or would it always attract my attention ?

Another thing, my screen has the heater elements for de-icing the wiper blades.....I can't find a switch for this anywhere . Is it likely that my vehicle was fitted with this screen despite not having the heated wiper function ?

If the screen is replaced (which I expect), will the contractor appointed by my insurance make sure the rain sensor and other bits work properly, including re-fitting my dash-cam to the screen ?

I'm really gutted about this, especially as I have a £75 excess for windscreen replacement. Pictures attached.

steve2006 · May 9, 2017

Hi Steve,

Sorry to hear the bad news. Looking at the pictures this would be an MOT fail in area A (Driver's side wiper swept area) so it will need to be sorted.

Some insurer's offer a "free" repair service if this can be done which saves you the excess so it would be worth contacting them first or look through your policy documents which should disclose who their approved windscreen company is and contact them directly.

If the windscreen cannot be repaired I think you still have an option to select your own repair company but not sure if the excess would increase.

The main thing is that should a replacement be the only option that the fitting company are aware of the exact type and specification, the screen should also meet legal requirements and standards.

PCM · May 9, 2017

"Another thing, my screen has the heater elements for de-icing the wiper blades.....I can't find a switch for this anywhere . Is it likely that my vehicle was fitted with this screen despite not having the heated wiper function ?"

I thought that came on at the same time when you defrosted the REAR windscreen...?

NemesisUK · May 9, 2017

Looking at that, I'd say it's too large to be repaired and a replacement required.

Check with your insurer, most have a replacement clause, not affecting your NCB and a set excess of £50 or £70.

Your insurer may have a preferred replacement company but in most cases you can go to whomever you like. I've had very good service from Autoglass but I would always recommend one attends the depot, rather than have the work done on the drive or carpark. The company will know exactly what's required from your reg or VIN details, again things like heater wires, sensors etc.. should be no problem. Just ensure you check correct operation before signing off the work.

steveledzep · May 9, 2017

25 minutes ago, PCM said:

I thought that came on at the same time when you defrosted the REAR windscreen...?

On my previous IS250C there was a dedicated switch to the heated wiper function.

I've only had the RX a couple of months so don't know if element is activated by heated rear window.

Verbout · May 9, 2017

The last time I had damage like that I contacted my insurance, as mentioned above, asked who they deal with for windscreen, found my nearest one, called in, bloke had a look and filled the hole with gunk. 40 minutes, sign here, job jobbed.

But it has to be assessed first, yours looks a borderline, fill with gunk / new screen to me.

steveledzep · May 9, 2017

Just been on the phone via Admiral Glass Helpline direct to Autoglass, Admiral's preferred supplier. Spoke to a helpful guy called Bernard. He wanted to establish whether mine is a repair or replace. As a rule of thumb pre-inspection, they consider under 10mm to be repairable but anything over is a replacement. He asked me to go to the driveway and measure for him, it's actually 12mm diameter.

All repairs are done by mobile fitters at your home or workplace. He was going to arrange a repair at home for me this Friday, but my local Autoglass at Neath don't have stock of the screen. He confirmed to me that the screen has the wiper heaters and the auto wiper sensor facility too. Autoglass Neath are going to contact me tomorrow to advise stock date and arrange fitting.

Impressed up to now......I'll let you know how it goes.

rayaans · May 9, 2017

2 hours ago, steveledzep said:

Just been on the phone via Admiral Glass Helpline direct to Autoglass, Admiral's preferred supplier. Spoke to a helpful guy called Bernard. He wanted to establish whether mine is a repair or replace. As a rule of thumb pre-inspection, they consider under 10mm to be repairable but anything over is a replacement. He asked me to go to the driveway and measure for him, it's actually 12mm diameter.

All repairs are done by mobile fitters at your home or workplace. He was going to arrange a repair at home for me this Friday, but my local Autoglass at Neath don't have stock of the screen. He confirmed to me that the screen has the wiper heaters and the auto wiper sensor facility too. Autoglass Neath are going to contact me tomorrow to advise stock date and arrange fitting.

Impressed up to now......I'll let you know how it goes.

Yep. It won't be repairable then. Its also in what they class as the A category which is an instant MOT fail.

Id be inclined to ask for an OEM screen. The Autoglass ones are extremely poor quality and will scratch/chip within no time at all.

Additionally, watch them carry out the whole procedure, they're careless and undoubtedly will scratch the paint in many places. They also have trouble with seals so make sure they're fitted properly.

Last but not least, make sure the wipers are put on in the correct place. Too high and they'll hit the edge of the A pillar and make a tap each time they're on! Its easy enough to adjust them yourself by taking off the nut and wiper arm but its better if you just get them to do it properly.

Heater element will work as normal but don't expect the auto wipers too. They buggered it up on my RX300.

As for the heater element, to turn it on you have to use the Remote touch. There is no dedicated switch button and you will find a little windscreen button when going through Menu > Climate. It does not turn on when the rear demister is on. It is on for a maximum of 15 mins I believe.

NemesisUK · May 10, 2017

All valid points of attention but a rather sweeping statement regarding Autoglass. They are franchised, so only as good as the guys operating in you location. Mine were top notch, excellent job on replacing the Merc screen.

Regarding requesting an OEM screen, you'll almost certainly need your insurer's permission and they may well pass on some, if not all, of the extra cost. OEM for the Merc was £900. The Autoglass unit manager explained that many of the pattern screens are in fact OEM, just not branded as such. Personally I wouldn't worry about it. Autoglass won't use an OEM screen without prior written consent from the insurer.

steveledzep · May 10, 2017

To bring you up to date. Had a missed call at 7:50 this morning, it was Autoglass and they left a voicemail for me quickly followed up by an email. It was to confirm they were out of stock of the screen and expect to have one within 7 days. I replied to the email to confirm receipt and I mentioned that the call centre guy when confirming the windscreen spec had said it had a green tint band..... but mine has a blue band ? I suggested that I would prefer blue if there is a choice. Within 10 minutes I received a phone call to say they had blue tint variety in stock and are coming to fit it at my home on Friday.....yippee !! I'm off work so I can supervise their activities. I'm still impressed with the customer service to date....I'll report back on Friday.

Rayaan, thanks for the info about the heater element, I'll take a look. I'll make my own judgement about Autoglass after fitting, they're doing very well up to now.

Nemesis, thank you for your reassuring words.

Verbout · May 10, 2017

It was Autoglass that did my repair, not a very talkative technician, but fine job.

I've also stood and watched, with his permission, an AA man fit a new windscreen to my neighbours Golf. Very interesting, he was very good and talked me through the installation.

steveledzep · May 12, 2017

All done today as promised.

Had a text first thing confirming a reduced timescale of 1215 to 1345hrs for arrival. Had another text at 1245 advising arrival between 1305 and 1320, fitter arrived at 1315. All communication told me that James was coming and gave me his mobile number in case I needed to contact him.

James was a nice guy and talked me through the procedure as he worked. He was extremely careful and his attention to detail throughout was meticulous. He checked everything worked before commencing the job as well as afterwards. The screen is not marked as Lexus, but there is a mark that has been "opaqued". It may have said Shanghai Glass, but James felt it was to obliterate Lexus, it was certainly that size. Maybe it was made for Lexus but had failed final inspection because of a minor flaw ? I'll never know.....neither do I care as long as it does a proper job.

James was on my drive for 2 hours completing the work. He told me that Autoglass don't operate from premises any longer, all repairs are done on site. He has a storage facility in Swansea where his screens are delivered for his collection on the morning of fitting. Apparently, this is how they operate nationwide.

In summary, the communication and customer service from Autoglass has been exemplary.

Rayaan - Yes, I found the button for the heated wipers in the Climate screen - thank you

steveledzep · May 13, 2017

Thought I'd better add that I'm nothing to do with Autoglass.....just reporting on the service I received for other members benefit.

Arharh · May 13, 2017

I had auto glass replace my screen and the guy was very careful and did an excellent job. I was very pleased. The only issue was he had forgotten to return the key for the car he did before mine and had to return it before starting my car, delaying the job by 30 mins. Perfect job and no issues at all after 4 months of use.

Glasstec_Paul · May 14, 2017

On 5/10/2017 at 6:45 AM, NemesisUK said:

The Autoglass unit manager explained that many of the pattern screens are in fact OEM, just not branded as such.

Bovine excrement, and typical of the misinformation regurgitated by the average uniformed employee.

NemesisUK · May 14, 2017

9 minutes ago, Glasstec_Paul said:

Bovine excrement, and typical of the misinformation regurgitated by the average uniformed employee.

I doubt you know the gentleman personally, so to imply he is "average uniformed(sic)" is an uninformed assumption on your part...

Glasstec_Paul · May 14, 2017

14 minutes ago, NemesisUK said:

I doubt you know the gentleman personally, so to imply he is "average uniformed(sic)" is an uninformed assumption on your part...

It is quite possible that I don't know him, but I did work for said organisation (and they're not franchised BTW) and still am in touch with a few of the (past and present) employees, some of whom are very good mates. I also lived in Gorse Hill for about 18 months and got to know some of the (uniformed, AG) lads (many of whom still are uninformed) in and around the area.

NemesisUK · May 14, 2017

Perhaps you can clarify/correct some of the misinformation that's floating about?

Who manufactures Lexus OEM windscreens and who manufactures pattern windscreens? I've seen first hand MB windscreens with the MB logo etched out and sold as pattern, are these perhaps "seconds"?

From other parts ( i.e. brake pads and discs, filters etc..) supplied to the automotive industry I known the same manufactures can supply both and the parts are marketed as OEM specification but it has been proven so many times that specification and quality are not synonymous.

(I ask the question not to provoke or antagonise but to help better understand)

Glasstec_Paul · May 14, 2017

It's a very complex subject and clouded by non-disclosure (OEMs will not commit to definitive facts, and will use words and terminology designed to keep their clients - in both sectors of the industry - happy).

The OE contracts vary quite a bit now, especially since there are many manufacturers competing for the same deals. This is why you will see a lot of cars now with glass from up to four different manufacturers on some models.

As for the erased logos/motifs... much of it will be for commercial reasons but that usually happens when the models (or facelifts) are new/recent. When those obligatory periods pass, the aftermarket copy production will emerge, and increase in number. A lot of the 'OE erased' examples can often be rejects (for a number of reasons). It's not that they cannot be sold as OE products, but given they are usually (in most cases) the best available products (all others are copied from them) and sit at the top of a tier, they cannot be seen as inferior in any way. This may be something as trivial as an imperfection in the silkprint for example.

Generally speaking, if the glass does not feature the (car) manufacturer's logo, it will not be as good as one that does.

NemesisUK · May 14, 2017

16 minutes ago, Glasstec_Paul said:

It's a very complex subject and clouded by non-disclosure (OEMs will not commit to definitive facts, and will use words and terminology designed to keep their clients - in both sectors of the industry - happy).

Agree 100%, they can be most evasive! That said I found Michelin to be quite open when, whilst their guest at Le Mans, I asked them regarding MO and MO1 labelled tyres.

Their answer reflects pretty much what you've said above, the MO and MO1 tyres were the best of the batch, in that they meet the much stricter QC requirements set down by Mercedes. The tyres themselves were constructed/manufactured no differently to the non- MO/MO1 tyres.

Glasstec_Paul · May 15, 2017

17 hours ago, NemesisUK said:

The tyres themselves were constructed/manufactured no differently to the non- MO/MO1 tyres.

This doesn't always apply to windscreens and glass products though. In fact, the only similarities the majority of aftermarket stuff has with their OE counterparts is that they are used in the same way (ie, in a car) and that they pass the same safety test. That's it.

Eire Lexus · May 15, 2017

OE is car manufacturer stamped. OEM is of the same standard.

Insurers insist on OEM standard which Autoglass supply. Autoglass is owned by the Belron group who are the 3rd largest purchaser of vehicle glass in the world behind Toyota and VW group. They know glass and do it very well.

I will declare I know this industry very well!!

NemesisUK · May 15, 2017

42 minutes ago, Eire Lexus said:

I will declare I know this industry very well!!

Do tell..

Manufactured to the same standard but also to the same quality?

DanD · May 16, 2017

Intesting topic...

So... If I was to go to my dealership with a damaged windscreen...

- would they provide an OEM, branded replacement?

- would they fit it themselves?

- would they bring in a windscreen specialist like Autoglass and get them to fit the OEM branded replacement they have sourced?

- would they bring in a windscreen specialist like Autoglass and get them to source the replacement?

- would I get charged extra than if I had gone directly to Autoglass? (reasonable assumption I suppose, on the basis that their hourly rate will no doubt be higher!)

- would they just tell me to go away and seek a specialist?

rayaans · May 16, 2017

9 minutes ago, DanD said:

Intesting topic...

So... If I was to go to my dealership with a damaged windscreen...

- would they provide an OEM, branded replacement?

- would they fit it themselves?

- would they bring in a windscreen specialist like Autoglass and get them to fit the OEM branded replacement they have sourced?

- would they bring in a windscreen specialist like Autoglass and get them to source the replacement?

- would I get charged extra than if I had gone directly to Autoglass? (reasonable assumption I suppose, on the basis that their hourly rate will no doubt be higher!)

- would they just tell me to go away and seek a specialist?

If you went to your dealership you would get a Lexus branded replacement but most likely fitted by a windscreen fitter.

You would be charged extra than going to Autoglass directly simply due to Lexus working costs and undoubtedly the cost of the screen would be higher.