Please Explain How Your System Works

4X4Dodger,

Thank you for the post 4X4Dodger. We’ve done our best to address your questions while maintaining the proprietary integrity of the program that enables us to be the leader in RV Roadside Assistance. Each breakdown is unique in and of itself. Once the member is located we can begin the search for the proper equipment. The next step is determining their availability. Cost can sometimes come into play but normally that’s only if we are forced to search outside of our network and a provider is being unreasonable. As previously stated, our providers are dispatched by their equipment and availability. If the provider has the equipment but cannot come out for an unreasonable amount of time then we move on. If they don’t have the appropriate equipment then we would also move on. A reasonable amount of time is determined by several factors including the location, direction of travel, time of day, day of the week, season and/or holiday. Our dispatch agents are Good Sam Certified RV and receive training that applies to all aspects of dispatching for an rv disablement.

In conclusion here is the response from your previous post “Comparing Plans GSam needs some justification” which should cover any additional questions or concerns:

Hello 4x4Dodger and thank you for your post. My name is Darren White and I am the Senior Director of Operations for Good Sam Roadside Assistance. We take all customer concerns to be of a serious nature, and welcome the feedback received not only on this forum by through our Member Services department, US mail, and all other means for communication. By doing so allows us to continuously strive for improvement. While it is easy to view the concerns expressed here as a large issue, I can assure you that we take great pride in providing the best solutions to each unique situation we deal with on a daily basis. Our overall satisfaction with service provided is in excess of 96% with our members. While not perfect, we strive daily to meet the unique needs of each and every member in their time of need. In comparing our 25+ year history of providing RVers with RV specific resolutions and expertise to AAA, I will say this - AAA is a good company. The difference in my opinion is that we specialize in RV, and also do a great job with passenger vehicles, while AAA specializes in passenger vehicles and can also "cover" RVs. We successfully resolve over 125,000 disablements per year, and have over 2 million successful roadside rescues to our credit. At the core of our expertise is all of the things that make RVs unique - and potentially difficult to service on the side of the road - while also providing best in service for all makes and models of passenger vehicles too. Our Dispatch Team, Master RV Technicians, Member Services Associates and Roadside Operations Group work hard every day to resolve each and every need as they happen. Thank you again for your post. I wish you safe and happy travels!

Thank you,

Mark
Marcus' Rapid Response Team

Old-Biscuit wrote:
Soon you will get an invite to contact MRRT for further discussion in private.

Other than 'Generalities' at best, No public answers will appear to your questions

I will update the post.

sh410 wrote:
Maybe you could discuss this over lunch with Marcus.

I will buy.

Soon you will get an invite to contact MRRT for further discussion in private.

Other than 'Generalities' at best, No public answers will appear to your questions

Dog Folks wrote:

4X4Dodger wrote:
Without giving away confidential or cost information I think it would be very helpful to hear from GSRSA just how your system works when a call is made to RS operators.

Please explain how one tow company is chosen over another. Is it Location, Cost, Equipment, Availability or some other criteria? Or a combination?

What are the criteria of choosing a particular tow company for a given area/breakdown?

Are tow companies called on a Rotational Basis?

Is there a third party company in between GSE and the actual company that responds to the service call?

Are the operators who answer the GSRSA help line GSE employees? If not are they handling other companies calls also?

Are contracts individual to tow companies or does GSRSA impose a "boilerplate" contract across the board to all service providers with allowance for regional/area cost differentials?

Is cost to GSRSA NEVER a factor in making towing decisions on a call?

Is it part of the GSRSA Operators job description to have a Good Working knowledge of US Geography and some Mechanical knowledge?

Answers to these questions and any others that may be posted here may go a long way in de-fusing a lot of the criticism leveled at your RSA service on this forum.

It occurs to me that a great deal of the criticism may stem from a fundamental misunderstanding of how this system really works. Shining some light on this may help many better understand the challenges faced by the RSA team.

I am sure many of us look forward to your response.

Thank You

I would like to see a response.

But I will not hold my breath waiting.

As GGSRA covers all of North America, I'd expect that to include Canadian and Mexican geography as well.

Keith

sh410 wrote:
Maybe you could discuss this over lunch with Marcus.

I will as long as he is buying. :)

Maybe you could discuss this over lunch with Marcus.

4X4Dodger wrote:
Without giving away confidential or cost information I think it would be very helpful to hear from GSRSA just how your system works when a call is made to RS operators.

Please explain how one tow company is chosen over another. Is it Location, Cost, Equipment, Availability or some other criteria? Or a combination?

What are the criteria of choosing a particular tow company for a given area/breakdown?

Are tow companies called on a Rotational Basis?

Is there a third party company in between GSE and the actual company that responds to the service call?

Are the operators who answer the GSRSA help line GSE employees? If not are they handling other companies calls also?

Are contracts individual to tow companies or does GSRSA impose a "boilerplate" contract across the board to all service providers with allowance for regional/area cost differentials?

Is cost to GSRSA NEVER a factor in making towing decisions on a call?

Is it part of the GSRSA Operators job description to have a Good Working knowledge of US Geography and some Mechanical knowledge?

Answers to these questions and any others that may be posted here may go a long way in de-fusing a lot of the criticism leveled at your RSA service on this forum.

It occurs to me that a great deal of the criticism may stem from a fundamental misunderstanding of how this system really works. Shining some light on this may help many better understand the challenges faced by the RSA team.

I am sure many of us look forward to your response.

Thank You

X1, outstanding post. I look forward to the response.

4X4Dodger wrote:
Without giving away confidential or cost information I think it would be very helpful to hear from GSRSA just how your system works when a call is made to RS operators.

Please explain how one tow company is chosen over another. Is it Location, Cost, Equipment, Availability or some other criteria? Or a combination?

What are the criteria of choosing a particular tow company for a given area/breakdown?

Are tow companies called on a Rotational Basis?

Is there a third party company in between GSE and the actual company that responds to the service call?

Are the operators who answer the GSRSA help line GSE employees? If not are they handling other companies calls also?

Are contracts individual to tow companies or does GSRSA impose a "boilerplate" contract across the board to all service providers with allowance for regional/area cost differentials?

Is cost to GSRSA NEVER a factor in making towing decisions on a call?

Is it part of the GSRSA Operators job description to have a Good Working knowledge of US Geography and some Mechanical knowledge?

Answers to these questions and any others that may be posted here may go a long way in de-fusing a lot of the criticism leveled at your RSA service on this forum.

It occurs to me that a great deal of the criticism may stem from a fundamental misunderstanding of how this system really works. Shining some light on this may help many better understand the challenges faced by the RSA team.

I am sure many of us look forward to your response.

Thank You

I would like to see a response.

But I will not hold my breath waiting.