Inquiring minds want to know

Have not to this point knocked GSRSA. I have the platnum coverage and got satisfaction 1 out of 4.
The last time we were in Pensacola, lost my keys and goodsam was called but could not find my account (it was thru CW South Alabama), they did dispatch a locksmith and told me to send a bill?invoice in when I got my proof of account (copy of card and invoice) an they would reimburse me, ($80.00 and wife misplaced invoice) but the poing is they did help and that I was happy with. The complete service was a bad bubble on the 5er, while in Aniston, /Oxford, Al. area, and did get the tire changed.
The 2nd more serious one was a lost wheel assembly in Birmingham, Al. and they could not get a company out to take care of the problem but did send a jack legg out with no tools at night and then i the late am send a flatbed/low-boy trailer (20 wheels) out but they could only direct me to Colonial RV (now moved) good directions and 6 weeks later got the 5er back.
The time they were needed most no one ever showed up and after 3 hours the fire department came by and removed a tire (same axle,same posistion) that had lost the new bearings (it was also a new axle from Dexter). The Al. trooper got me into a campground at midnight.
Yes I still have them and insurance is sometimes good and needed sometimes it just does not pay!!

weathershak wrote:
You guys need to fix the Affordable Care Act...:B

LOL , it sure as heck can't get any worse

GSRoadsideAssistance wrote:
Thank you for the post HappyKayakers. Depending on the time of year we do between 200 and 1,000 dispatches per day for a total of right around 140,000 dispatches per year. The success rate on these requests is currently over 98%. Generally speaking we have a higher success rate on RV calls having numerous potential variables than most OEM auto programs. We do our best to provide amicable resolutions for all of the complaints brought to our attention and strive on a daily basis to achieve 100% satisfaction. Thank you, Zach

Thank you for answering the question.

GSRoadsideAssistance wrote:
Thank you for the post HappyKayakers. Depending on the time of year we do between 200 and 1,000 dispatches per day for a total of right around 140,000 dispatches per year. The success rate on these requests is currently over 98%. Generally speaking we have a higher success rate on RV calls having numerous potential variables than most OEM auto programs. We do our best to provide amicable resolutions for all of the complaints brought to our attention and strive on a daily basis to achieve 100% satisfaction. Thank you, Zach

Very impressive if these figures are anywhere close to accurate. I would be hard pressed to name very many businesses where achieving customer satisfaction would be more difficult than a business like emergency roadside assistance. Almost by definition, the customer will not be happy to begin with, after all they require roadside assistance. RVs I am sure present unique problems even within the roadside assistance industry. And I am sure there is a disconnect between what any program is contractually obligated to provide and what many policy owners expect. While 2% unsatisfied would be completely unacceptable in many industries, I think it could very well be close to an industry leading benchmark in Roadside assistance. (though I do hold out the possibility that 98% success as achieved by Good Sam could be completely different than a customer satisfaction result of 98% satisfied. That is the ERS could close out a ticket and accurately say it was completed successfully even though the customer is steaming mad about the outcome, but that might be fodder for a different thread.) Again,, congratulations are in order doing as well as you do.

You guys need to fix the Affordable Care Act...:B

Thank you for the post HappyKayakers. Depending on the time of year we do between 200 and 1,000 dispatches per day for a total of right around 140,000 dispatches per year. The success rate on these requests is currently over 98%. Generally speaking we have a higher success rate on RV calls having numerous potential variables than most OEM auto programs. We do our best to provide amicable resolutions for all of the complaints brought to our attention and strive on a daily basis to achieve 100% satisfaction. Thank you, Zach

Any company worth their salt runs less than 5% unhappy customers. Some run as low as 2%. We only read about the unhappy ones here and sometimes their complaints are unfounded.

Francesca Knowles wrote:
Good idea...and then we can get the same numbers from Coach.net, AAA, etc., and compare them to the complaints received on THEIR Public Forums.

Oh...wait...none of those other folks have a Public Forum!

Touche'!, and a well made point. What I don't get is those with GSRA (basically a towing service with a few exceptions) expect it to become Good Sam Private Roadside Repair and get mad when it doesn't work out like they want it to.

Good idea...and then we can get the same numbers from Coach.net, AAA, etc., and compare them to the complaints received on THEIR Public Forums.

Oh...wait...none of those other folks have a Public Forum!