Please Explain How Your System Works
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 c...
Forum Discussion
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
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
