About 2 weeks ago, I got my car tinted with @XPEL and there was a misunderstanding between my installer, his sales rep Chris, and I for the front windshield. Initially, Chris wasn't involved as I had no idea who he was. My installer(Romeo's Window Tinting) was under the impression that the 88% XPEL CS was just as good as the XR because it is a ceramic film just that it's not advertised as such. I wanted XR done all around but the windshield tint of 70% was unavailable the same day, and 88% was assumed similar results as the XR. It just doesn't have as much IR rejection as the XR therefore it was put under the CS. I didn't know, and he didn't know. I went with it but realized it wasn't up to my standards as I was confused I was expecting similar IR rejection from the side windows as I got XR. I talked to my installer, he wasn't sure. I talked to @XPEL team, they didn't know and suggested I deal with this with my installer myself. I went back to my installer and explained that @XPEL support told me all I got was regular CS film. Here's where Chris(XPEL Sales Rep) came involved and he explained the whole thing with 88% XPEL CS film is really a ceramic film just that because of how clear it is, and how it's meant for people who wants a ceramic film but wants it to be CLEAR in the front, they couldn't go darker. They had to put the 88% film under CS or other brands would take jabs at their IR rejection of the 88%. Chris then went on and decided to give me a free upgrade to XPEL XR+ 70% due to all the misunderstanding although I was perfectly fine with wanting what I wanted the first place, XPEL XR 70%. He even went above and beyond and sending me a gift. I can't let this good customer service go unnoticed. I don't think any other window tint brands would go this far for us consumers.
Everyone told me this was my installer's fault but my installer was calm and was honest from the beginning to the end. He never meant to sell me something on purpose and set me aside.
I can't explain how happy I am with how Chris handled this and I appreciate everything he has done to have this corrected. Chris, if you're reading this, I can't thank you enough and now a @XPEL only customer. I used to be all Llumar and only reason why I wanted to test out @XPEL was the PPF is unreal. The customer service is as well!
TL;DR Misunderstanding of window tint film led to becoming a believer of @XPEL as Chris the Sales Rep from @XPEL went above and beyond to correct the issue and made it even better!
Everyone told me this was my installer's fault but my installer was calm and was honest from the beginning to the end. He never meant to sell me something on purpose and set me aside.
I can't explain how happy I am with how Chris handled this and I appreciate everything he has done to have this corrected. Chris, if you're reading this, I can't thank you enough and now a @XPEL only customer. I used to be all Llumar and only reason why I wanted to test out @XPEL was the PPF is unreal. The customer service is as well!
TL;DR Misunderstanding of window tint film led to becoming a believer of @XPEL as Chris the Sales Rep from @XPEL went above and beyond to correct the issue and made it even better!
