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RAC breakdown service
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Hi everyone.
Last night I had to call the RAC out to my car. I'd like to know if people think what happened was out of line, or if my expectations are too high. At the outset I'd like to say that the bloke who turned up to look at my car was fantastic - my dissatisfaction is with the call centre.
I was returning home along a motorway at about midnight. I had my two kids in the car but no other adult. I stopped at a services, and realised that something wasn't right with my car. I tried to call the RAC on my mobile. After about 5 minutes of "on hold" musak (which gave no indication of where I was in the queue, or how long the wait would be, or anything like that) the line went beeeeeeep and then went dead. I didn't want to use up all my mobile credit, but there was a call box. It took me another 2 attempts and 15 minutes to be able to speak to a human being. I didn't feel very safe in an isolated phone box in a car park at that time of night.
Eventually I got through. The call centre person took my details and asked if I had a mobile number he could give to the patrol. I gave my number and explained that although I had tried to call on my mobile, I had been on hold for so long that I'd used up most of my credit. He said "Sorry about that. Saturday night is our busiest time." Is that a good enough excuse? I mean, Saturday nights come round with predictable regularity, and people who break down late at night might be assumed to want help to arrive quickly. I don't think 20min to get through under those circumstances is acceptable service - am I being unreasonable?
The call centre man said that a patrol would be with me within 75min. I explained that I was a woman alone in a motorway services with two kids at 12:20am, and asked if they could get anyone there any quicker, and they basically said no. Their website advertises their services including "priority rescue for anyone in a vulnerable situation". This doesn't seem to fit the bill.
Not that it matters compared with the response time, but I also found the call centre person quite rude in a sexist sort of way - in that he seemed unable to cope with the idea that a woman could be called Dr:
Him: Can I have your membership number please?
Me: [Gives number]
Him (sounding doubtful): It says here that number is Dr Xxxxxx
Me: Yes
Him (sounding surprised): Are you Dr Xxxxxx?
Me: Yes
Him: Oh OK [continues asking for the rest of the usual information]
Thereafter he addressed me as Mrs Xxxxxx.
Anyway, the patrol arrived at 1am, spent 45min making sure that car was safe to drive, and sent us on our way. This chap, unlike the call centre one, was polite, competent, reassuring, and showed appropriate concern for me and my kids. (He got my name right, too.) :A
So my question is... should be I able to expect better from the call centre? Also, are all the breakdown services the same, or would I be likely to get better service (even at midnight on a Saturday night) from any of the other organisations?
Thanks
Last night I had to call the RAC out to my car. I'd like to know if people think what happened was out of line, or if my expectations are too high. At the outset I'd like to say that the bloke who turned up to look at my car was fantastic - my dissatisfaction is with the call centre.
I was returning home along a motorway at about midnight. I had my two kids in the car but no other adult. I stopped at a services, and realised that something wasn't right with my car. I tried to call the RAC on my mobile. After about 5 minutes of "on hold" musak (which gave no indication of where I was in the queue, or how long the wait would be, or anything like that) the line went beeeeeeep and then went dead. I didn't want to use up all my mobile credit, but there was a call box. It took me another 2 attempts and 15 minutes to be able to speak to a human being. I didn't feel very safe in an isolated phone box in a car park at that time of night.
Eventually I got through. The call centre person took my details and asked if I had a mobile number he could give to the patrol. I gave my number and explained that although I had tried to call on my mobile, I had been on hold for so long that I'd used up most of my credit. He said "Sorry about that. Saturday night is our busiest time." Is that a good enough excuse? I mean, Saturday nights come round with predictable regularity, and people who break down late at night might be assumed to want help to arrive quickly. I don't think 20min to get through under those circumstances is acceptable service - am I being unreasonable?
The call centre man said that a patrol would be with me within 75min. I explained that I was a woman alone in a motorway services with two kids at 12:20am, and asked if they could get anyone there any quicker, and they basically said no. Their website advertises their services including "priority rescue for anyone in a vulnerable situation". This doesn't seem to fit the bill.
Not that it matters compared with the response time, but I also found the call centre person quite rude in a sexist sort of way - in that he seemed unable to cope with the idea that a woman could be called Dr:
Him: Can I have your membership number please?
Me: [Gives number]
Him (sounding doubtful): It says here that number is Dr Xxxxxx
Me: Yes
Him (sounding surprised): Are you Dr Xxxxxx?
Me: Yes
Him: Oh OK [continues asking for the rest of the usual information]
Thereafter he addressed me as Mrs Xxxxxx.
Anyway, the patrol arrived at 1am, spent 45min making sure that car was safe to drive, and sent us on our way. This chap, unlike the call centre one, was polite, competent, reassuring, and showed appropriate concern for me and my kids. (He got my name right, too.) :A
So my question is... should be I able to expect better from the call centre? Also, are all the breakdown services the same, or would I be likely to get better service (even at midnight on a Saturday night) from any of the other organisations?
Thanks
Do you know anyone who's bereaved? Point them to https://www.AtaLoss.org which does for bereavement support what MSE does for financial services, providing links to support organisations relevant to the circumstances of the loss & the local area. (Link permitted by forum team)
Tyre performance in the wet deteriorates rapidly below about 3mm tread - change yours when they get dangerous, not just when they are nearly illegal (1.6mm).
Oh, and wear your seatbelt. My kids are only alive because they were wearing theirs when somebody else was driving in wet weather with worn tyres.
Tyre performance in the wet deteriorates rapidly below about 3mm tread - change yours when they get dangerous, not just when they are nearly illegal (1.6mm).
Oh, and wear your seatbelt. My kids are only alive because they were wearing theirs when somebody else was driving in wet weather with worn tyres.
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Comments
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Don't worry. Call centre people are paid minimum wage - pay peanuts get monkeys.0
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Most normal i'd say for the standards we've come to expect from call centres.
I'm with a small independent breakdown company thats still a family business....Autohome Northampton...whenever i've needed to speak to them it's straight through to someone competent in their one and only office, whether for admin or emergency.
They're a little more expensive, but as we all know quality never comes cheap.
I try to avoid bigger companies especially those with call centres if at all possible, proving increasingly difficult to avoid though as smaller operators in all fields get swallowed up by the big players.0 -
We are with Green Flag.
All the identity you need is the vehicle registration number.I used to be indecisive but now I am not sure.0 -
If they advertise that priority is given to vulnerable females, then that is what you should get.
Google where their hq is, and write a stern e.mail or letter to them, (Preferably the latter recorded delivery.) telling them of your experience, and that you are not happy. Or better still, do what I did to the Royal Mail a few years ago, and write to the CEO direct, as you are more likely to get a proper reply.
It's no excuse that Saturday nights are their busiest, that's their problem not yours, and they should have the personnel to cover it. You as a paying member expect better for the fee you pay.
If my wife and daughters and grandson were in the same boat, believe me, they would get to hear about it. We don't complain enough in this country in general, but I am the exception.
Give them it both barrels. They should be able to trace the details of your call if they need evidence, as it should be on record.
Good luck.That's my mutt in the picture above.0 -
Quick update:
According to Wikipedia, if you believe it, their HQ is in Norwich, and the MD is Debbie Hewitt!!! Ironic that it's woman.
A phone call to them at HQ and ask the receptionist who is the organ grinder is all it will take.
Edit:
From Companies House website:
RAC PLC
8 SURREY STREET
NORWICH
NORFOLK
NR1 3NGThat's my mutt in the picture above.0 -
You were in a lit motorway services with CCTV, staff and as many expensive sandwiches you could stomach, you were not vulnerable to anything except e-coli.
Some one on a low income, in an unskilled job, at midnight and tired, who you don't know and will never deal with again, called you Mrs instead of Dr.
It took you 15mins on the phone, if you are worried about this for next time then simply have a trial phone again, if the service is not what you require go elsewhere.0 -
Was the service area closed?, as if it was open why not wait in service area and patrol would ring you when he/she was with car. I would call "priority rescue for anyone in a vulnerable situation" as being on a country road/deserted area, sorry but I think your making a fuss over nothing, as for your phone problem next time ring a family member/friend and get them to ring in the details on your behalf or get a contract phone, DOCANURADHA KOIRALA ??? go on throw it in google.0
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