Inept or not properly trained dispatcher
Had a blowout on my fifth wheel on I-80 pa. Dispatcher took info and stated she would call back in 15 min. 1 hr later I called back stated she was still looking for a service tech. I Called back 1/2...
Forum Discussion
GSRoadsideAssistance wrote:
wbwood, thank you for your post. As an initial response to your question, I have included a Good Sam Roadside Assistance website FAQ, which addresses our service provider network, our approved list:
“Q: What towing service would you call in my area?
A: Good Sam Roadside Assistance has a network of over 40,000 service and repair facilities across the U.S. and Canada to provide towing and roadside services. The selected tow provider is chosen based on how close they are to your location, if they have the proper equipment for your particular vehicle and their availability for a timely dispatch.”
Our network service providers are bonded and insured, and hold our members’ safety and well-being as first priority. On occasion, to supply needed service to a Roadside Assistance member, a Dispatch Agent may contact a capable and willing out-of-network service provider to assist a member.
Regarding tire purchases, Good Sam Roadside Assistance utilizes a core provider network which is capable of meeting the special needs of the RV industry. On occasion, the Agent may go outside of the network to meet a member need.
Thank you for your membership, Frank
Sorta of what I had figured.... but what bothers me a little bit is the statement that your dispatchers will go out of network if they need to, to assist a member. In the OP's statement here, there was one who was able to assist that was not far away. Unfortunately, the dispatcher did not attempt to go out of network to find someone and told them to call the state police to get someone to help. Why couldn't the dispatcher find this willing assistance without the need of the state police? Same goes with tires. There have been numerous postings of people being told they couldn't find a tire for them, but the member found one themselves just down the road themselves. Are there not levels of service providers that the dispatchers could go by? I mean a dispatcher is given the tools of who they can call, and also the ability to research the area. Are they not given the authority to do this? Are supervisors blocking the ability and turning down requests for this?
