How should you handle a customer complaint about a wind noise after replacement?

• A. Listen, assess, re-check fit and seals, and offer adjustment or rework if necessary.
• B. Immediately replace the entire windshield.
• C. Ignore complaints to avoid extra work.
• D. Tell customer to return later.

Answer: (A)

When wind noise shows up after a windshield replacement, the focus is on listening to the customer, diagnosing the installation, and ensuring a proper seal and fit. Start by hearing exactly what the customer is experiencing—where the noise comes from, at what speeds, and under what conditions. Then re-check the installation: inspect the windshield edges, weatherstripping, and molding for any gaps, misalignment, or seating problems. Look at the adhesive bead and sealant as well to confirm there isn’t a leak path that’s letting air flow in.

If you find that the issue is due to the seal or fit, perform the necessary adjustment or rework. This may involve reseating the windshield, replacing worn or damaged seals, reapplying or touching up sealant, and reinstalling trims as needed. After rework, test at driving speeds to confirm the noise is resolved and the seal is sound. Document the steps you took and communicate clearly with the customer about the resolution.

Replacing the entire windshield immediately isn’t the right move unless there’s a defect in the glass itself or damage to the pane that affects its integrity. Ignoring the complaint or telling the customer to return later fails to address safety and quality and undermines trust.