Hello
I am appalled with the level of service I have received from the RAC today for a rather urgent issue.
I purchased a car battery and fitting online from yourselves in October 2016.
Over the past few weeks my battery keeps going flat. I have called the AA (whom with I am a member) out last night. They did a test on the battery and informed me it is defective.
I called this morning to organise a replacement under warranty. The agent I spoke to was curt and told me to call the assistance number to get a patrol to come out and replace the battery.
I called the number and was on hold for 30 minutes. After 30 minutes it said there was a technical issue and then hung up. I tried again and again. 6 times this happened.
I called the battery department again. I was transferred to another department and the gentleman I was speaking too was very rude. He said I had to paid 30 pounds as I am not a member. A deposit but all the same 30 pounds I can ill afford.
I asked why and he said it was in the terms and conditions. Now I have spend a large part of the last five years writing terms and conditions for regulated and unregulated markets so I asked where I could see them. He told me I could not.
I protested and asked to speak to a manager. He became very rude and after 10 minutes of arguing and being very rude got me a manager.
I explained the situation to him and while he was not rude he told me that while he could wave the charge he would not for morale reasons. I kid you not morale reasons.
I am lucky, I don't have breakdown cover with you. You cant get through to anyone in your call centre. I am still however a customer and I don't like being treated like a piece of dirt. I am appalled.
Can you please resolve this asap and have someone come out and replace my defective battery. As I explained from a customer service point of view alone at this stage I feel you should.
I am appalled with the level of service I have received from the RAC today for a rather urgent issue.
I purchased a car battery and fitting online from yourselves in October 2016.
Over the past few weeks my battery keeps going flat. I have called the AA (whom with I am a member) out last night. They did a test on the battery and informed me it is defective.
I called this morning to organise a replacement under warranty. The agent I spoke to was curt and told me to call the assistance number to get a patrol to come out and replace the battery.
I called the number and was on hold for 30 minutes. After 30 minutes it said there was a technical issue and then hung up. I tried again and again. 6 times this happened.
I called the battery department again. I was transferred to another department and the gentleman I was speaking too was very rude. He said I had to paid 30 pounds as I am not a member. A deposit but all the same 30 pounds I can ill afford.
I asked why and he said it was in the terms and conditions. Now I have spend a large part of the last five years writing terms and conditions for regulated and unregulated markets so I asked where I could see them. He told me I could not.
I protested and asked to speak to a manager. He became very rude and after 10 minutes of arguing and being very rude got me a manager.
I explained the situation to him and while he was not rude he told me that while he could wave the charge he would not for morale reasons. I kid you not morale reasons.
I am lucky, I don't have breakdown cover with you. You cant get through to anyone in your call centre. I am still however a customer and I don't like being treated like a piece of dirt. I am appalled.
Can you please resolve this asap and have someone come out and replace my defective battery. As I explained from a customer service point of view alone at this stage I feel you should.