Windscreen Company: RAC Auto Windscreens - Watford

I had a windscreen repair done by Auto Windscreens in January 2010. Beofre the year was up it started to crack. I tried to phone Auto Windscreens, and held on for 15 minutes listening to a recording apologising for how busy they were, till eventually I could stand it no longer; I tried the alternative number they give for mobile phone users and waited till I couldn't bear any longer a further batch of apologies for how busy they were. I sent a call-back email, as suggested by the intro to the recorded phone message. They never called back. I finally got through by ringing at 8.30 am the next day, only to be told that the phone number I had used (obtained from their website - my receipt gave me no number whatsoever) was not the direct line into the call centre. The receptionist didn't even recognise the number (though she had answered my call after 10 minutes of holding). I then discovered that the Auto Windscreens guarantee was just a money back guarantee if a repair failed; and if an insurer had paid for the repair, they would get the refund - not much use to me as I had changed insurer. The person at the call centre had to get a second opinion from her supervisor who admitted the website was very confusing. The main opposition - Autoglass - had on an earlier occasion (several years ago) backed up their guarantee with a free replacement of the windscreen, when a repair failed. I mistakenly assumed Auto Windscreens would do the same. Whoever you use, check exactly what guarantee they offer....