These past few weeks have not passed without incident, starting with the storms having the ability to snap my garden fence posts like a matchstick. Annoyingly, we had only just recovered from damage caused by the storms earlier in the year …
The Varying Levels Of Customer Service
From the wind and rain to overheating. For a few days we had had problems with our boiler which resulted in the pilot light constantly being extinguished. I had put this down to the stormy weather, but with the few hours of sunshine and calm weather, I discovered that there was a different problem altogether.
Cue a call to the service breakdown team at our supplier. Two hours later, they were on the doorstep, checking the boiler and finding out that the thermostat had failed, which resulted in the boiler overheating and cutting out; hence the pilot light going out.
Panic started to set in when the service engineer told me that as the boiler was so old they might not be able to get the replacement part. I need not have worried as first thing the next day they returned with everything they needed.
However, the part was slightly different and because they no longer make the adaptor piece, a little bit of reworking was needed. The part fitted and the boiler was back in operation.
I went and did a little bit of shopping and then took the wife to her Physiotherapy appointment. The car stalled again, though I got her started and got to the next roundabout. Now, in Milton Keynes, we do have quite a few roundabouts so this was only a short journey and again the car coughed, spluttered and stalled. I took no risks and returned home, still stalling randomly and, of course, with the wife panicking. Once on the drive the car died and would not start.Last weekend did not go according to plan either. I had some errands to run so I jumped in the car, she coughed and spluttered, but finally started. Little did I know this was going to be the beginning of a very stressful day.
So I called GreenFlag then tried the local Skoda Dealership with a view that if the car needed to be recovered it could go there. I also tried the mobile mechanic that had recently carried out the service on the car and had to leave a message. So onto plan B.
But this is where Poor Customer service started. On contacting the Skoda garage, I explained my problem and asked about being recovered to their garage. I was told by the very unhelpful service person, that they were fully booked and would not be able to start work on the car until – wait for it – the 12th March, which was 19 days later! Needless to say, I told them the conversation was over and hung up on Mr Unhelpful.
So next I called another local garage and explained my problem and they said that they would pencil me in for Monday if there was a need following the GreenFlag assessment. So I had a plan B if the mobile mechanic didn’t get back to me.
I needed a vehicle as I had PAT Testing scheduled for the next few days. After calling my network contacts, I had to try the big national hire companies. The one that I called annoyed me from the start as they have an 0871 number meaning that I have the privilege of paying over the odds for the call when they put you on hold. *Grrr* Anyway they did have a vehicle which could get me out of trouble for the next few days. I made the booking and went to collect.
On arrival at the office, I was greeted by the most obnoxious individual I had ever come across. I explained that I had a booking, only to be told that he had no cars available. Well, why did you take the booking if you had no cars? “I didn’t” he said “it was head office.” Still, I think they need to send this person on a customer services course.
While I was waiting for the car to be cleaned – the one that he did not have – another customer came into the office returning a car that evidently had just taken them 3 hours to get from Watford due to the engine having no power and constantly stalling. Again the obnoxious customer assistant was extremely rude and to be honest, if they had spoken to me in that manner I would have walked out.
Finally, when I was called forward to collect my car, this assistant was again abrupt and rude towards me, even telling me not to return to the branch “like the last idiot had.” If there was a problem with the car, I should call the number on the back of the tax disc. Astonishing behaviour!
Not long after Greenflag left, I get a call from Rob of Rayments Mobile Auto Services who I called when I’d originally got home. I told him about the problem and he said that he would pick up the part and get to me by about 2pm on Monday. Well, to say that Rob kept to his word was an understatement. He called me early morning and said he would be with me about 12.30 and within an hour the part was fitted and the car burst into life again! A first class service!I got home and found a GreenFlag mechanic checking out the car, eventually diagnosing the problem as the EGR valve which had failed and stuck open. This valve controls the amount of exhaust emissions that return back into the engine and as it had failed, the car was technically suffocating itself – clever.
“I wouldn’t hesitate to recommend Rob. He comes to you, rather than you trying to arrange drop off or pickup from other garages. His pricing is excellent!”
So, in a matter of a few hours, I experienced customer services on various levels, but one thing is for sure, If you want to work with a company who provide as good customer service as Rob of Rayments Mobile Auto Services does, then call me on 0330 6600264 for your Health and Safety Testing needs including PAT Testing and Fire Extinguisher Maintenance.
Until next time …