HappyKayakers wrote:
I'm just going to take a stab at your subject line only. You're really trying to compare apples and oranges. The administrative side of the house is responsible for sending out the cards - they definitely fall short sometimes.
The operational side of the house is responsible for getting roadside assistance to you. Now, depending on who you listen to they're either great or worthless. I've requested roadside assistance 4 times over the years (most recently last month) and always had good response.
If a company fails to deliver on any aspect of the customer experience then all aspects of the companies service are suspect. The customer should not be expected to differentiate between "sides of the house".
Poor customer experience will forever color perception of a company.
The op is right in his title no matter what the excuse makers say
