Whether repairing or replacing, today’s vehicles and technology make the process more complex than in the past

In Canada, windshield repair or replacement is a common occurrence for many motorists. In the winter, sand and gravel laid down by counties and municipalities, can cause flying rocks to chip and or crack windshields, and the extremes in temperature we experience in this country can quickly cause those cracks to spread. Yet today, the process of repairing or replacing auto glass isn’t as simple as it once was.

Age of damage
One of the first things that should be considered when looking at glass repair, is how long it’s been since the chip or crack originally formed. “If a customer brings in a vehicle, and the chip or crack has been there longer than six months, it might not be the best candidate for repair,” explains Ben Tamming, Owner at NOVUS Glass Ancaster, in Ancaster, Ontario. “Over time, a lot of debris can collect inside the chip or crack, causing contamination. If you attempt the repair, you might make it worse and end up with an unhappy customer.” Nevertheless, there are situations where repairs are feasible, and in the case of NOVUS Ancaster, access to the company’s proprietary resins and repair technology can ensure a safe and quality repair. “The main thing you want to consider, is whether the vehicle is equipped with ADAS technology or not and if the crack is within the camera’s range of sight. “We can do these kinds of repairs,” Tamming explains, “but again, it pertains to the extent of the damage to the windshield, the size of the chip or crack and how long it has been there.”

Marketing tool
Zakari Krieger, Vice President, Prime Car Care for Fix Network, says that NOVUS’s unique patent technology allows trained technicians to perform all types of glass repairs, including those on high-end vehicles, whose owners tend to prefer having their original windshields repaired rather than replaced. “In these kinds of situations, having this technology and trained technicians can be a great sales and marketing tool for the glass facility,” he says.

When it comes to replacement, particularly on late-model, ADAS equipped vehicles, Krieger explains that NOVUS Glass has its own proprietary point of sale system and professional tools. “One of the tools we use is artificial intelligence—that triangulates the lookup of replacement windshields that reduces order times,” says Krieger. “We coach our NOVUS Glass locations to leverage that artificial intelligence, so they know which windshield matches what vehicle.”

Additionally, he says, that training, certification and warranties also play a key part. “We have a national trainer that works with our locations, and we certify technicians for performing glass replacement.” There’ also continuous improvement training that helps stores keep up with changes in glass and vehicle technology, as well as onboarding new locations to ensure they are up to NOVUS standards. A good example is a package built around mandated ADAS training for new stores that join the network.

Successful calibrations
Through its partnerships with companies such as Hunter Engineering, Autel and AirPro Diagnostics, NOVUS has been able to ensure its national trainer and operations team can make sure that vehicles coming into any one of the network’s locations, can be successfully calibrated, to ensure all ADAS functions are operating at original factory OEM specs by the time the vehicle is delivered back to the customer.

With ADAS, there’s also the consideration of investing in the equipment needed and the space required to perform these late model windshield replacement tasks properly. At CARSTAR Kenora, ADAS Technician Katie Mahon explains that for the business, performing ADAS calibrations in house has been hugely beneficial. “If you have a designated technician to perform the calibrations and have the space it can be very profitable.” While performing ADAS calibrations may not be physically demanding it is technical, and the right training is essential to ensure accuracy and efficiency. She notes that adhering to vehicle OEM guidelines is a must and should always be a foundational element, especially since drivers often rely on these cameras and sensors. “It’s not something you can rush, and you have to consult the right information.”

Quality parts
At NOVUS Glass Coldbrook in Coldbrook, Nova Scotia, Owner Paul Matthews notes that with late model vehicles and ADAS, it’s imperative that when installing replacement glass, it has the correct part number and meets OEM specifications. “This vital to ensure proper fit and function,” he says. Furthermore, using quality parts is also critical as it helps ensure proper fit and function, since not all replacement glass is equal.