Yesterday, Sunday 11th March, my partner and I broke down near Corley, West Midlands, in our cherished classic car, which had split a main water hose and as such was not drivable nor repairable by any of your staff. The particular hose is of a specialist type available only from Jaguar Main Dealers.
At 12.13, after trying to speak to someone at your call centre on your emergency breakdown line for 40 minutes by the way, the snow has gone now and you should seriously think about changing your patronising voice message as if you were still helping members stuck in the snow, they would either be dead or your recovery service is pathetically slow.., an agent was eventually contacted and appraised of the situation. They were told that we were of pensionable age and I was disabled and had to take tablets, which were at home, within a certain time frame. Your agent replied that would get a patrol man out to us, we told her this was of no use as a flatbed would have to be called out as the car was not drivable Daimler Double Six LWB, V12 6 litre automatic. She said we would have someone there within 90 minutes. We have a text message from the RAC saying they would be with us within 90 minutes.
2 hours later, I tried to ring again only to get the same patronising message about the really bad weather conditions and how your marvellous staff were helping members who were stuck in the snow WHAT SNOW it vanished nearly two weeks ago, Unless there was a dusting of it in Invernockynoo, where obviously you have numerous members and patrol vehicles, the rest of the country is snow free!!!
After a further 30 minutes listening to the pathetic message, I finally got through only to be told that a patrolman would be with us by 17.45 and they were extremely busy helping other members due to the bad weather. I managed to stop myself coming out with a mouthful as obviously your staff are brainwashed to believe anything you tell them. Once more I told your agent that a patrolman was useless and a flat bed truck was needed as the car was not drivable. I also told her that we were of pensionable age, I was disabled and had to take my medication by 16.00 hours. Once again I was told about the bad weather and how busy they were but the agent would pass it through to the flatbed team!!! And prioritise the request so they would get out to us sooner. She also said they would ring us back in a few minutes. 30 minutes later we were sent a text from what we now know is Corley Services saying they would have someone with us at 17.45.
I phoned back their number and was told that only had two trucks and they were both out this bit is important so please remember it.
Fortunately, A friend who had waited with us was able to drive me back home so I could take my medication otherwise I would be writing this from a hospital bed this morning.
At 17.30 approx, your call centre rang to say that if no one had been to us by 18.00, to let them know and they would organise a taxi to take us home, leaving our valuable and loved classic car where it was overnight where it would be rescued sometime the following day. TOTALLY UNACEPTABLE!
At 17.45. I rang the services up who told me that their man was nearly with us and lo and behold, he rounded the corner as I was speaking the first bit of truth I had heard all day. The driver told me, and this is important in relation to the bit where I previously said to remember it he had just returned from Nottingham. The RAC request had come through before he left and WAS NOT A PRIORITY JOB, so he was sent out, If it had have been a priority job, he would have been sent to us around 15.10 and we would have been safely home by then.
So Mr RAC, the whole situation is totally unacceptable and was a farce right from the moment I dialled your number. From the patronising messages, oh yes, we are extremely busy and if the call is not urgent! What? This is your emergency breakdown line. If you do not understand the words emergency and brake-down, then you are certainly in the wrong job. Your organisation (contradiction in terms there surely?) operated in a totally inept manner from start to finish. You ruined my partners Mothers Day meal which we had to cancel, you very nearly managed to put me in hospital thanks to the total disregard of the original request. You also made a friend give up their Sunday and he had to drive me home to get my medication. We eventually arrived home around 18.30. too late to go out with our 6 year old grandson and their family for a Mothers day treat.
Throughout the excessively long time that you took to respond to this, we were kept in the dark about the status of our claim and if we hadnt had to good fortune to break down in a pub car park, we would both be suffering with hypothermia now, which is what I suspect most of your imaginary members who are stuck in imaginary snow drifts are suffering with. SIX HOURS to respond to an emergency rescue is simply not acceptable. SIX HOURS to respond to an emergency rescue to pensionable and disabled members is bordering on pure irresponsibility and I hope your fellow board members think about this the next time you advertise that you have more patrols than anyone else and we aim to reach us in 40 minutes total rubbish.
As for renewing our membership next year yeah right!
At 12.13, after trying to speak to someone at your call centre on your emergency breakdown line for 40 minutes by the way, the snow has gone now and you should seriously think about changing your patronising voice message as if you were still helping members stuck in the snow, they would either be dead or your recovery service is pathetically slow.., an agent was eventually contacted and appraised of the situation. They were told that we were of pensionable age and I was disabled and had to take tablets, which were at home, within a certain time frame. Your agent replied that would get a patrol man out to us, we told her this was of no use as a flatbed would have to be called out as the car was not drivable Daimler Double Six LWB, V12 6 litre automatic. She said we would have someone there within 90 minutes. We have a text message from the RAC saying they would be with us within 90 minutes.
2 hours later, I tried to ring again only to get the same patronising message about the really bad weather conditions and how your marvellous staff were helping members who were stuck in the snow WHAT SNOW it vanished nearly two weeks ago, Unless there was a dusting of it in Invernockynoo, where obviously you have numerous members and patrol vehicles, the rest of the country is snow free!!!
After a further 30 minutes listening to the pathetic message, I finally got through only to be told that a patrolman would be with us by 17.45 and they were extremely busy helping other members due to the bad weather. I managed to stop myself coming out with a mouthful as obviously your staff are brainwashed to believe anything you tell them. Once more I told your agent that a patrolman was useless and a flat bed truck was needed as the car was not drivable. I also told her that we were of pensionable age, I was disabled and had to take my medication by 16.00 hours. Once again I was told about the bad weather and how busy they were but the agent would pass it through to the flatbed team!!! And prioritise the request so they would get out to us sooner. She also said they would ring us back in a few minutes. 30 minutes later we were sent a text from what we now know is Corley Services saying they would have someone with us at 17.45.
I phoned back their number and was told that only had two trucks and they were both out this bit is important so please remember it.
Fortunately, A friend who had waited with us was able to drive me back home so I could take my medication otherwise I would be writing this from a hospital bed this morning.
At 17.30 approx, your call centre rang to say that if no one had been to us by 18.00, to let them know and they would organise a taxi to take us home, leaving our valuable and loved classic car where it was overnight where it would be rescued sometime the following day. TOTALLY UNACEPTABLE!
At 17.45. I rang the services up who told me that their man was nearly with us and lo and behold, he rounded the corner as I was speaking the first bit of truth I had heard all day. The driver told me, and this is important in relation to the bit where I previously said to remember it he had just returned from Nottingham. The RAC request had come through before he left and WAS NOT A PRIORITY JOB, so he was sent out, If it had have been a priority job, he would have been sent to us around 15.10 and we would have been safely home by then.
So Mr RAC, the whole situation is totally unacceptable and was a farce right from the moment I dialled your number. From the patronising messages, oh yes, we are extremely busy and if the call is not urgent! What? This is your emergency breakdown line. If you do not understand the words emergency and brake-down, then you are certainly in the wrong job. Your organisation (contradiction in terms there surely?) operated in a totally inept manner from start to finish. You ruined my partners Mothers Day meal which we had to cancel, you very nearly managed to put me in hospital thanks to the total disregard of the original request. You also made a friend give up their Sunday and he had to drive me home to get my medication. We eventually arrived home around 18.30. too late to go out with our 6 year old grandson and their family for a Mothers day treat.
Throughout the excessively long time that you took to respond to this, we were kept in the dark about the status of our claim and if we hadnt had to good fortune to break down in a pub car park, we would both be suffering with hypothermia now, which is what I suspect most of your imaginary members who are stuck in imaginary snow drifts are suffering with. SIX HOURS to respond to an emergency rescue is simply not acceptable. SIX HOURS to respond to an emergency rescue to pensionable and disabled members is bordering on pure irresponsibility and I hope your fellow board members think about this the next time you advertise that you have more patrols than anyone else and we aim to reach us in 40 minutes total rubbish.
As for renewing our membership next year yeah right!