I've been with GS roadside assistance for about 9 years. In Dec I renewed for 3 years. 7 weeks later no valid cards.So I called to find out where they are and was told they had sent 2 sets. Which is odd since I hadn't called asking about them before today.Then the rep asked if I was having trouble with USPS delivering my mail.Almost fail out of my chair laughing. Since I've received repeated mails asking me to renew my regular GS membership over the last 2 months. And it's not due till summer.So Marcus, if your reading this I told the rep if the cards weren't here in the promised 2 weeks I'd be calling to cancel my memberships.At that point she got short with me and told me to have a nice day.

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.

Thank you for the post belairbrian. I apologize that you haven't received your cards and for your experience with the rep you spoke to. I sent you a private message regarding the cards and I will make sure that the customer service issue is addressed also. Thank you, Zach

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

darsben wrote: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 sayThen when my fries at mcdonalds are stale and cold, then I should expect my hamburger to be the same way? And it goes true for tomorrow or the next day, and maybe even with a different employee. Because a fry cook failed to keep fresh fries, then the person who makes my hamburger will obviously fail as well. Gotcha

On the good side of GS roadside assistance. The other day I was looking at my card, the good thru date was passed. I called Customer Service and asked about my status. Any way to make a long story short, GS sent me replacement cards I had in less than a week. This starts me thinking about how we all talk to people.

If you can't even get me cards why should I expect service

24 Replies

wbwood
Explorer
Feb 14, 2014
darsben wrote:
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

Then when my fries at mcdonalds are stale and cold, then I should expect my hamburger to be the same way? And it goes true for tomorrow or the next day, and maybe even with a different employee. Because a fry cook failed to keep fresh fries, then the person who makes my hamburger will obviously fail as well. Gotcha
darsben
Explorer II
Feb 14, 2014
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
GSRoadsideAssis
Explorer
Feb 14, 2014
Thank you for the post belairbrian. I apologize that you haven't received your cards and for your experience with the rep you spoke to. I sent you a private message regarding the cards and I will make sure that the customer service issue is addressed also. Thank you, Zach
HappyKayakers
Explorer III
Feb 14, 2014
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.

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If you can't even get me cards why should I expect service

24 Replies

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