Common sense. A lot of organisations still fail to recognise the impact of Social Media as a channel for viral complaints
We are visiting my terminally ill Mum in the UK and hired a car through EasyCar from Manchester Airport.
We were given a little Peugeot 107 and drove off into the wind and rain currently lashing the UK. The fact that we agreed to return the car with a full tank of petrol only to find the tank empty was largely forgotten about given the circumstances of our visit. My wife drove to Dorset where we stayed with my parents. All was going well until we ventured out in the middle of a storm earlier today.
When Tina opened the boot to put groceries in the car, the wind caught the tailgate and ripped it off the car completely. Glass smashed everywhere, hitting me in the face in the process. The damage was considerable and we rang Easy Car for assistance. That is where the painful customer experience started.
Green Motion told me that I had to contact Peugeot.
Peugeot told me it was nothing to do with them as the car was not part of their Roadside Assistance Programme. Needless to say, my patience was wearing thin. I called EasyCar again who finally called me back and told me that my only option was to get the car “patched up” and then drive the 250 miles back to Manchester to exchange it. I questioned why EasyCar could not just allow me to replace it locally and was told that it is because the car was supplied by a subcontractor, not them! This is despite me having hired the car through the EasyCar website.
Therefore, as things stand, I have a hire car that is unsafe to drive and that the hiring company will only replace if I drive it 250 miles north through the dreadful UK weather to get it replaced, all at MY cost of course.
What I am experiencing is a customer falls a long way short of my expectation. Considering that we took out additional insurances, I expected that EasyCar would organise for an immediate replacement of the vehicle. Instead, I have had nothing but hassle and am now expected to fix my own problems.
Pain can take many forms but the lesson I have learnt from my painful customer experience is never to hire a car through EasyCar again and to warn as many people as possible of doing the same.