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09 August 2004 - 11:46 I am SO damn tired of speaking to an empty void... Today I sent this to Avis. Do think it will work? *ahem* Dear Sir
Having rented a car from your company from Edinburgh Airport during the month of May (21st � 28th) I have been trying to resolve an issue regarding the return charges of the vehicle and it�s burst tyre.
Regrettable I do not have my rental agreement number as all documentation was taken from me at the time of return. Please allow me to give a run-down of activity � or lack thereof � to date:
28th May 2004: Returned car with punctured tyre. Was charged 100 pounds to fix this as this was my �excess� according to my contract. My initial observations and complaint stemmed as follows.
Why was I charged 100 pounds for a burst tyre? I asked this question when I returned the car only to be told that it was part of the excess charge. I understand that I would have to pay to have the tyre fixed, but 100 pounds? Also my understanding of the term excess when used in the insurance context is that I am liable to pay anything �UP TO and including� the value of the excess limit. Therefore � if a tyre replacement costs 40 pounds, I would be liable to pay 40 pounds. No more. I was told quite simply by Freya Schulpher, who dealt with me at the time, that I would have to pay the full value of the excess amount. I grudgingly did.
On my return to Canada, I decided to follow up my complaint by using your online customer service form via your website to ask the question so that I could gain some resolution and, at very least to fully understand if I was correct in my understanding of what an excess charge is.
After submitting my question once again, I was immediately sent one of your automated messages telling me that my query would be dealt with in 20-22 business days. My question was sent June 1st. My initial observations were that 20-22 working days (4 weeks +) was a very long lead time to be taking to resolve and investigate customer questions. Perhaps you have a backlog of complaints? Also � I was provided no reference number with which to refer to my problem.
I waited until July 18th after having heard nothing and replied directly to the automated email entiltled [email protected] to ask what had happened to my question? I was immediately sent another automated email message telling me that my question would be dealt with in 20-22 days.
I did get a glimmer of hope, however when I received an email from Freya Schulpher above which I will now copy and paste below:
�From: To:xxxxx> Sent: Tuesday, July 20, 2004 10:59 AM Subject: Damage Query
> Dear Mr Procrasto (He actually spelled my name wong!!!) > > I was the avis representative that dealt with your damage query and I > forward your query to our damage claims consultants, WNS Assistance. They > should have dealt/ be dealing with your query. I'm sorry they have not > contacted you to let you know they have recieved your e-mail. > > What I suggest, is to give them as call or contact them on > > Avis Rent A Car Ltd > WNS Assistance > FREEPOST NAT3781 > IPSWICH > IP1 1ZZ > Phone: 0870 0402815 > Fax: 0870 040 2940 > > I advise if you want a quick response the best way to contact them is via a > telephone call. This will give you the reassurance that your query is > definitely being dealt with and you will also have a reference for the > person that is dealing with your query. > > regards > > > Freya Sculpher > > Customer Services > > Avis Rent A Car Limited > > United Kingdom > > > > Tel: +44 (0) 20 8268 5957 > > Fax: +44 (0) 20 8561 2604 > > e-mail: [email protected] � > Website www.avis.co.uk�
As I�m sure you can appreciate, this made my blood boil somewhat. Why am I being asked to follow up my own query? I have already paid the very grand total of 100 pounds for a tyre, and have been ignored on 3 occasions when asking a very simple question. Where is the �We Try Harder�?
I live in Canada, and quite frankly, I refuse to call UK by telephone when I have made contact with your so-called customer service department with my question and have been failed by your so-called �guarantees of service�.
According to your Missions and Values Statement: �We will lead our industry by defining service excellence and building unmatched customer loyalty.� None of those values or missions have been attained in terms of my Avis experience.
Finally, I am a manager of a Customer Service Center. My current mandate is to highlight and drive customer satisfaction. I thoroughly suggest that you d the same with your company. I otherwise enjoyed your car immensely� I am not a habitual complainer. I have so many better things to do with my time than write elongated histories and to repeat myself for the third time. Just please answer my question� I genuinely do feel that I have been grossly overcharged.
Yours Procrasto the pissed.
   My life is rated NC-17. What is your life rated? |
