A painful customer experience with EasyCar

ouchWe 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.

damageEasyCar told us that they were just “brokers” and that we should contact their subcontractors, a company called Green Motion.

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.

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Author: Nick Davey

Evangelist, Strategist, Leader, Implementor, Author, Speaker and all round nice guy, Nick has built his entire career on improving the management of customers both from a customers perspective "looking in" and from within an organisation "looking out". You might call it CRM. Customer Relationship Management or, as Nick often says, Constantly Realigning Misconceptions. Nick reiterates that his comments are his own personal comments and do not necessarily reflect the opinions, strategy or views of any previous employer or customer.. He is delighted to be impartial and able to share ideas with open minded and collaborative professionals around the world. Outside of his passion for CRM, Nick pursues other less demanding passions such as Scuba Diving, Native Wildlife (e.g Wallaby) Rescue and Rehabilitation, Amateur Flying and watching as much Sport as his long suffering wife will permit.

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