MrRules wrote:
To David!
I am sure you are correct in what the small print says but my concern is how you treat your customers. The hookup and drop-off at the closest location, which would require me to wait 2-3 weeks for service, was the biggest part of the tow. How much more would the extra 35 miles have been? What's done is done and I now have something special to be thankful for this Thanksgiving day - last few months of being a member of GSRA! Good luck to the rest of you.
Stu
yes exactly! well said Stu. unfortunately when you have folks in management positions that just go by the book and use no common sense, this is what your left with. I enjoyed how Mark cherry picked phrases from my reply to use in his. Yet there is nothing about going above and beyond or providing good customer service about your ordeal.
i understand the need to have guidelines, but they should but just that. guidelines, telling someone we'll only tow you x because x is closest even if they can't get to it for 2 weeks in a situation like yours is a joke and shows no common sense was used at all.
either one of two things likely happened in your situation as I see it.
the person who took your call for assistance either lacked the training or intelligence to go ask their supervisor if an exception could be made due to the circumstances, or the staff is told/trained, this is what the language says, no exceptions.
if the choice was a close shop or one that's 350 miles away, I could see telling someone no, we can't do that, but an extra 35 given the circumstances was not unreasonable, in my opinion, again common sense must be employed.
we'll never know for sure what happened, but the result is yet another unhappy customer report on this forum that could have been easily avoided, or resulted in a positive post here and not a negative one. as we all know, it's the negative ones that get the most attention. But that's life and the choices businesses get to make.
