Unable to receive local assistance
Hello. Just discovered this forum and thought someone might be able to shed some light on this. A couple of years ago we were on our way from Grand Canyon to 29 Palms, CA. Just about 20 miles out ...
Forum Discussion
So, I received a nice call from Eric at GSRA. He was very gracious and we spent considerable time discussing my situation. After explaining about how they contract with certain support entities and try to use those agencies, he also said that this should absolutely never put a customer into the position that I was in, where I was told that they may not be able to get service to me until the next morning, when there is obviously service available (non-contracted, of course) only 20 miles away. He told me that if I ever found myself in this situation again that I should request that the incident be escalated to the agent's supervisor. And he gave me his direct number as well.
So, that answers my main question. A customer does have the option of requesting escalation to a supervisor. I suppose in retrospect that I should have tried that, but under the pressure of the circumstances it didn't occur to me that it might be an option. And while GSRA will try as hard as possible to use contracted service providers (which is understandable), and while that may delay getting service to the customer, there is a limit as to how long that delay should continue. And that they are willing to use a non-contracted service facility if they cannot provide service from a contracted facility in a reasonable amount of time. Of course "reasonable" might feel different to GSRA than it does to the person stranded alongside the road...
Eric is also extending my GSRA by 3 months, as a token apology for the level of service that we received. This was certainly not necessary, but it is a very nice gesture that helps me to feel that he is indeed concerned about the level of service that GSRA provided. Kudos to Eric (and GSRA) for this response.
Glad I re-discovered this forum and made this post.
So, that answers my main question. A customer does have the option of requesting escalation to a supervisor. I suppose in retrospect that I should have tried that, but under the pressure of the circumstances it didn't occur to me that it might be an option. And while GSRA will try as hard as possible to use contracted service providers (which is understandable), and while that may delay getting service to the customer, there is a limit as to how long that delay should continue. And that they are willing to use a non-contracted service facility if they cannot provide service from a contracted facility in a reasonable amount of time. Of course "reasonable" might feel different to GSRA than it does to the person stranded alongside the road...
Eric is also extending my GSRA by 3 months, as a token apology for the level of service that we received. This was certainly not necessary, but it is a very nice gesture that helps me to feel that he is indeed concerned about the level of service that GSRA provided. Kudos to Eric (and GSRA) for this response.
Glad I re-discovered this forum and made this post.
