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DO THE TWO-STEP ON A HOT WINDSHIELD

With the hottest part of summer upon us when drilling the point on a hot windshield the crack can jump through when you tap your bullseye, so here is when procrastinating can pay off, by doing the point last.

Get the vehicle in the shade and open the windows which will cool the glass to the ambient temperature in the shade within a few minutes. Start by placing a crack opener a few inches fom the point but do not put the pressure bolt to the glass yet. Prepare your tools with 1600 or 2400 in your injector and 400 in your Crack Master. Place the Crack Master in the middle of the crack then slowly put the bolt of the crack opener to the glass. Now go to the edge and injector-slide 2400 or 1600 going toward the middle until it stops. Then pick up with the 400 and slide toward the point until it gets to about one inch or less from the point. Stop clean with the resin in the crack at a 90 degree angle in the crack (Note: this is easily done with 400). Remove the crack opener and cure. After curing you now have about one inch or less to repair the same way you repair a stone-break. Drill the point, mount your tool with 45 or 90 and do the remaining inch or less just like a stone-break. As always cure under pressure.

NETWORK SCRIPTS - IS IT OR ISN'T IT DECEPTIVE?

We are preparing for another attempt to have the laws in this country enfored by the ones who are suppose to enforce them. The last case resolved nothing after 6 years so we will try again. One of the parts of the ruling makes us ask; Is it or isn't it ?

Campfield v. State Farm, 532 F.3d 1111 (10th Cir. 07/15/2008)

Deceptive Trade Practices

” Mr. Campfield's best evidence of misrepresentation is the transcript of a conversation between a windshield-repair customer and a Lynx representative in which the representative states: "[I]f it's longer than a dollar bill you will need a new windshield. They can't repair anything longer than a dollar bill. . . . [W]e're told anything over a dollar bill can't be done because it won't hold." App. 640. The district court seems not to have considered these particular statements. If State Farm believed these representations to be false-State Farm believed that cracks longer than a dollar bill could be successfully repaired-the statements might be sufficient to give rise to liability under the CCPA."

Below are recordings from Safelite.

Date: 2010

Insured: I
Ultra Bond: U
Network/Insurance Company: C

C: Ok _______, I understand you want to file a claim so you can get some glass repaired.

I: Yes.

C: Alright, just a second please. Let me go ahead and get into the right program so we can get that done.

I: Ok.

C: Now ma'am, I'm going to be asking you a series of questions and this is so I can get all the information into the system so that we know we've got everything right. So we're going to verify a lot of information as we go along.

I: Ok.

C: Right, now as I understand it, we're going to file this on your personal auto policy. Is that right, ma'am?

I: I believe so, yes.

C: You don't have a commercial policy or anything?

I: No, no.

C: Ok, that's the only thing I need there. And you said your name was __________?

I: Yes.

C: Last name?

C: Ok, very good. And there's only glass damage on this vehicle, correct?

I: Yes.

C: Ok, and the shop is right there with you. And, ma'am, there's no other claims, correct?

I: No.

C: And, to assist you in filing this claim against your policy, I'm going to ask for your policy information so I can help you get that vehicle serviced.

I: Ok.

C: So the policy number the gentleman gave me, what vehicle is that for?

I: It's a __________.

C: Ok, right. This happened in Colorado?

I: Yes.

C: And it's a Colorado policy, correct?

I: Yes.

C: Do you have a phone number that we might reach you during the day?

I: _____________.

C: Alright. And the zip code on your policy, may I confirm that?

I: _________.

C: Ok. I have the ability to send this reference number I'm going to give you to an email address, so you have written confirmation. Would you like me to do that with an email address?

I: Is there just a verbal something you can give me?

C: Sure.

I: Ok.

C: I can do it that way. Some people want it, some people don't. We just offer that.

I: Ok.

C: Now, when did the damage occur to the windshield?

I: Yesterday.

C: And it's just windshield damage, right?

I: Yes.

C: Now, in order for me to better understand the damage to the windshield, can you cover that crack or chip with a dollar bill?

I: No.

C: No? Ok. And, it happened there in Colorado. We've already established that. You can't hold anybody responsible?

I: No, just a chip or rock on the freeway.

C: Ok, just let me bring up some information on my system so we can get this taken care of. Now, do you have a pencil handy there, ma'am?

I: Ok.

C: And your reference number is _________.

I: __________?

C: Were there other pieces of glass damaged?

I: No, just a chip, a rock thing...a crack I guess you would call it.

C: We've had a lot of hit and run rocks. Let me ask you this, ma'am. When you look at your windshield, can you see if there is like a dark, large shade that goes across the top from the driver's side? From the bottom of the window to the top?

I: Yes.

C: Is it clear?

I: Yes, it's clear.

C: Ok, very good. And you do have a $100 deductible and that would need to be paid at the shop when the work's completed.

I: Ok, hang on a minute.

U: It's actually a repair, not a replacement.

C: Oh, I asked her the question if she could cover it with a dollar and...

U: Right, it's bigger than six inches.

C: What?

U: It's bigger than six inches.

C: Ok, so it's a replacement.

U: No, it's a repair. We're doing a crack repair on it.

C: On a six-inch crack?

U: Well, it's actually ten inches, but yes.

C: Well, that's between you and the customer, sir.

U: Right, so it's a repair, not a replacement.

C: My system says that if it's longer than a dollar bill, it's not going to be a repair. It needs to be replaced.

U: That's your system, not mine.

C: Well, do what you like, sir. All I'm doing is what I need to do. I've got a referral number for you. Do what you like, sir.

U: Ok, so it's a repair.

C: Let me ask you this, sir. Are you doing it at home or at your shop?

U: It's an in-shop repair.

C: Ok. And what's your phone number there.

U: 970-256-0200.

C: Ultra Bond?

U: Yes, ma'am.

C: And she's going to have it done there. She's already there, right?

U: Right, we're working on it right now.

C: Ok, well, there you go. All I need for you to do, sir, is I need you to tell me that you're going to accept our pricing.

U: Ok.

C: We repair at _______ for the first repair. If you replace it, it's the NAG's list minus 36% with a $43.50 on the hourly rate.

C: We'll send that over to you at repair@ultrabond.com, sir.

U: Thank you.

C: Thank you for calling Farmers.

I: Thank you.

C: Alright, ma'am, thank you.

I: Have a good day.

C: You bet. Thanks for calling Farmers, it's my pleasure to help you. Now, if you have any questions, ma'am, you can call us back.

I: Ok.

C: We're at 1-800-435-7764.

I: Ok.

C: One for "motor" and select "glass only" and we can help you there.

I: What city is this location in? Where am I calling now?

C: I'm in Oklahoma City, Oklahoma.

I: Oh, ok. Thanks for your help.

C: And I do this, but he's saying you're doing a repair. My system says you replace it. So, if he's willing to repair it and you're willing to accept that, that's between you and he. But, I just want you to know that when I ran that through, if it's six inches long we would encourage you to get a replacement.

I: Oh, ok. Well, I'll talk to him, but thank you so much.

C: You're very welcome. Thank you so much for calling Farmer's. It's been my pleasure to help you.

NOTE: As usual we received a dispatch for a replacement and had to call again.

__________________________________________________

Date: 2006

Network:  Safelite

Ultra Bond: Rich Campfield

R:  Would you say that again? 

N:  What we ask that qualifies the repair question is if it's smaller than the size of a dollar bill and if they say no then it just automatically goes in an as a replacement. The thing is, I wasn't the one they spoke with. I know I typically say that it can't be bigger than a dollar bill because it's in our script thing that we read when we're filing a claim, but I don't know what happened on this one. If they answered no then we just told them it's not repairable. It just automatically goes to replacement. 

R:  Ok, do you do that with all of them? 

N:  All of the them. 

R:  All of the insurance companies, if it's longer than a dollar bill you just replace it? 

N:  Right. 

R:  Oh. 

N:  Is this one larger than the size of a dollar bill? 

R:  Well, this one had multiple damages and one of them was longer than a dollar bill, but I mean... 

N:  Well, that's why we can't process that as a repair unless they tell us it's smaller than a dollar bill. If it's smaller than a dollar bill it could be repaired, whereas we are told that if it's larger it compromises the structure and it should be replaced. 

R:  Who told you that? Safelite? 

N:  Yes. 

R:  Oh, that's not true. 

N:  Ok. 

R:  Safelite says it compromises the structural integrity? 

N:  If it's larger than the size of six inches, it's not a repairable situation and it needs to be replaced. 

R: Do you know why they say that? 

N: I don't really know. They just said that's the rule. 

R:  Wow, with all of your insurance companies not just Allied, is that right? 

N:  I don't do all the insurance companies, I do Allied nationwide. 

R:  Oh, ok. 

N:  All of them are not. I know Allied nationwide will cover three chip repairs smaller than a dollar bill. 

R:  Ok. Well, this one was three repairs and one of them was longer than a dollar bill, but I repair cracks that are longer than a dollar bill all day long myself. 

N:  Unfortunately, in order to be able to... You can submit for payment on a three-chip repair with that work order, but I can't change it without knowing that the damage was smaller than a dollar bill because that's the repair qualifier. 

R:  If I go on the internet and put this down as three repairs, it won't let me. I tried it. We were sitting here on the phone and you asked the dollar bill and we said that is was longer and then I said that we're repairing it, so put it down as repairs and they said ok.  

N:  If it is bigger than a dollar bill it is an automatic decision. If it's bigger it just goes to a replacement automatically. 

R:  Well, the repair industry has been repairing cracks up to a foot and a half long since 1990.

N:  I can't make any changes to what I am telling you regardless of what you say to me.  

R:  This happens often, so what number am I supposed to call to get this thing changed from a replacement from a repair? Do you have another number I'm supposed to call? 

N:  Well, you can call the insurer and let them know that, but we're not able to change that to a repair without their consent anyway, but we have to be told that the damage that was repaired was smaller than a dollar bill then we can change it.  

R:  Well, we already did all this and I've got it on tape. Do you want the tape? 

N:  Then if he said the damage was larger than a dollar bill... 

R:  He said yes, but he still wanted it repaired and this is a consumer choice state. He wanted it repaired. Just because you guys...just because a glass manufacturer wants to sell a windshield saying you can't fix it if it's longer than a dollar bill doesn't mean it's true. 

N:  Did you do the work? 

R:  I did the work and the customer sat right here and we did this on a speaker phone. 

N:  I'm not getting any money out of this one way or the other, so I don't understand what that statement would mean? 

R:  Well, usually you guys get it over to a Safelite shop, so a Safelite guy could install a windshield. 

N:  But you did the work, so we wouldn't get paid for that regardless. 

R:  I did the work, but then you sent me a dispatch for a replacement.  

N: Ok. 

R:  Because that's what your geared to do. Safelite's geared to sell windshields. 

N:  If it's larger than a dollar bill, it should be replaced and that comes from...well, that's just the rule and I can't change what comes up. I can get you a supervisor if you want to speak with a supervisor. 

R:  Sure because I guess you've got to change this from a replacement to a repair. 

N:  From a replacement to a repair? I can't do that, but I can definitely get a supervisor. 

R:  Ok, go ahead. 

N:  Ok, just one moment.  

N: Sir? 

R: Yes? 

N:  Ok, thank you for holding. I found my supervisor and what's she's instructed me is that if I can reach the insured we can change it as long as they just tell us that it was a repair. 

R:  Ok. 

N:  It will automatically go in the system as a replacement first off if they say the damage is larger than a dollar bill, but she did also say that if the person, the insured, says they want to set it up as a replacement... 

R:  No, a repair. 

N:  Sorry, as a repair even though it's bigger that is their option. Why that wasn't done originally may have been the same situation I wasn't aware of that you could go back and change it. Ok, so if you want to hold on while I try to call the insured... 

R:  I've got his number, do you want it? 

N:  No, I have it already on my computer. 

R:  Ok. Go ahead, call him up. It was repaired. 

N:  Is it ______________? 

R: Yep. 

N:  Who did you set up with? 

R:  It's ______________  

N:  I just wanted to make sure I didn't get the wife or anything at this time of day if he was at home or at work. 

R:  Well, he's retired. 

N:  Ok, hold on for me for just a minute. 

N: Ok, I just spoke with him and he said it was supposed to be listed as a repair, so I'm changing the order and just saying yes that the damage is smaller than a dollar bill. That's the only way I can do that, so I changed the order. It's still the same referral number __________. What's your first name again? 

R:  Rich. 

N:  Ok, I just put down the work order fax 256-1786. 

R:  Right. 

N:  Ok, I just downloaded it again as a repair. 

R:  Ok. 

N: Is there anything else I can assist with? 

R:  No, thank you. 

N:  Ok, thank you for calling and you have a good day.  

R:  Thanks. 

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References

   FAQ
   Before/After Photos
   Incorrect Resin Photos
   Correct Resin Photos
   Fundamentals of Windshield Repair Adhesives
   Repairable Windshield Damage
   Windshields are Made to Crack
   Windshields Repair Standard (ROLAGS)

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