another dig at the AA - officialy the worst recovery company

[the loon]

Been out today with a couple of friends laneing and the wife took kids out with the family
She was up near coldstream in northumberland and had some car problems (basicly it wouldnt go)

I'll let her tell you the rest

 two lanes of duel carriageway were flooded with surface water and had no choice but to go through it. Managed to get to where I was going but when I went back to the car obviously water had gotten into the engine and it wouldn't start.  Called AA at 1.20 We'll get someone to you by 2.20 I was told, sitting in a freezing car with three litlle kids, they rang back at 2.25 we're running late we're sending a recovery team they will be with you before 3.10. 3.10 came and went they rang again recovery service will be late. No hint of an apology. But an irate mother and now blue children. 4.15 recovery service eventually shows up 5 minutes tinkering and a can of wd40 and I was off and running.

Mental note to myself do not renew with AA, I need a car maintenance course.

so thats 3 hours in a cold car with 3 young kids

Is that what anyone would call rapid responce?

[TimM]

That's not good service in the slightest.

This is the 3rd moan at the AA recently (at least).

I can't see them having any more customers soon, so the prices will start rising to recoupe the lost trade....... watch this space  

Your friend would probably (or at least should have had) a priority service through being a woman alone, and having children - how long would it have taken for them to come out to a man?

[the loon]

Your friend would probably (or at least should have had) a priority service through being a woman alone, and having children - how long would it have taken for them to come out to a man?

Wasnt my friend - it was SWMBO I was out laneing or would of gone up myself and recovered her but was in the middle of the moors about 60 miles away
Would of taken me about the same to get there myself.

BIG complaint to be made to AA - watch this space

[thermidorthelobster]

I can't see them having any more customers soon, so the prices will start rising to recoupe the lost trade....... watch this space  

Nah - look at some of the major cable providers (naming no names, of course) - a track record of absolutely appalling customer service for years, and still they have plenty of hapless customers.  In business, being crap doesn't necessarily mean you're not a market leader.

[prowler]

I was given the impression that women in trouble were given priority, mother and child most definateley.

But are the other companies any better ??????

[muddyweb]

But are the other companies any better ??????

Recent polls / posts on here would suggest that they are..   Have a quick search / browse for the posts... Green Flag seems to be the current favourite.

[Muddy Moo]

:x   hope swmbo and kids have defrosted

i think its terrible 3 hrs with 3 kids under 7


write a letter of complaint  

[dave_2A_2.25Turbo]

But are the other companies any better ??????

Even people I know who work for the AA think that other companies offer a better service nowadays.

In fact, they're just hoping for a 'Golden handshake' before the whole organisation goes down the pan

[Sider]

From people I know who work for the Highways Agency, Green Lane (Direct Line's own) is the best option.

[s.stirley]

But are the other companies any better ??????

Recent polls / posts on here would suggest that they are..   Have a quick search / browse for the posts... Green Flag seems to be the current favourite.

Well I expected to get nailed with a huge wait back in March when I called the RAC, having had a wheel-bearing sieze whilst on my own and towing a 6m caravan. Bottom of the priority list I figured, plus difficult combination of vehicles (heavy Disco plus caravan). Nope, the correct flat-bed was with me in 35 minutes and even had the bits and pieces to drive my 12v caravan lights properly and the route to my house programmed in !!

Someone I knew who ran a small garage in North Wales said that it's _where_ you break down that really matters, that's what effects how long they take to get to you. His garage was doing recoveries for all of the companies, so whoever you were with you'd get him if you were nearby :)

I dropped the AA a few years ago after a similar experience though, when they first stopped using just their own patrols/vehicles. Once you're into franchised recovery operations you might as well just use whoever's cheapest - for us (joint cover, any vehicle) that's been the RAC for about 3 years now.

Cheers, Si

[woody]

I was given the impression that women in trouble were given priority, mother and child most definateley.

But are the other companies any better ??????

NO
one January i was left in a car park with 5 week old baby in below freezing temperatures
i told them i needed a jump start
took almost an hour and a half to arrive then couldn't jump start the vehical (patrol man without a clue)
got him to tow start the car in the end (he still didnt have much idea)
it was the RAC

[The Fat Controller]

the problem with the AA is they are owned by a company called CVC who are a french venture capitalist company.their trained puppet(the ceo) is mr tim parker,his job is to trim the staff,vehicles and overheads so they can sell the company on for a large fast profit.
i  can say this as i have been a member since 1994,had no problems until the other night when SWMBO phoned to say the large white coffin carrier was making strange noises and she had left her AA card at home(perfect place for it),so at 23.45 last wednesday i and duck travel the lanes to cambridge and on reaching them pass over the card for her to ring the AA while i investigate.the crankshaft pulley has given up so recovery is needed.you explain to the nice asain gentleman on the phone that a recovery truck is needed as no repairs can be done by the side of the road at 00.15 on a thursday morning in a day street outside a girls college and that the passenger list contains two people who came into the world in the early 1930's and a diabetic.a truck was promised but it would be an hours wait so i took one of the ancient ones and the other two(girls aged 12 and 18)who had school the next day home.at 01.35 a small van arrived(MUPPETS) his findings were"yes,you need recovery,i'll phone it in."the responding text message from the AA gave an ETA of 03.00.as i'm not a doctor (patience worn thin)i got on the phone explaining politely that i thought the service extremely poor(short explanation) and for my troubles had my call terminated by the AA operator who believed he could do no wrong.e-mail sent in the next 20 minutes and back on the phone to swmbo to make sure she was "ok".wife,car and father outlaw arrived home at 03.00 ,were collected at 02.20.15 minutes to unload car and then bed as had to be up at 06.00 and then off to work.at 08.48 phoned the AA complaint number and listed my complaints adding that if mr tim parker had a problem would this have happened to him.as a peace offering they extended my membership for a further 3 months f.o.c ,hopefully my name will be in someones little black book and next time i need them service will be as it should

[dave_2A_2.25Turbo]

next time i need them service will be as it should

Sadly, I wouldn't bank on it

[marjan]

Lets just face it, customer service for anything in this country is CRAP !.

These wouldn't last 5 minutes in the USA as customer service is superb. To give you an example, a friend of ours in Ohio bought a coat for $120 and a week later it was in a sale for $90, when she complained they gave her the $30 back!!!!!. :shock:

Now that's service. :lol:

[The Fat Controller]

next time i need them service will be as it should

Sadly, I wouldn't bank on it

don't worry i wont.

i just needed to sound off among friends

[Rangie3.0LtrDan]

With regards to the people who phone up and tell the AA or RAC what to send you wont get your wish.  Imagine if they relied on everyone telling them it was an unfixable job.  You would pay a hell of alot higher charge as instead of little VW vans or whatever they use now they would all have to have flatbeds capable of removing vehicles.

Personally i think the AA have done outstanding jobs, i have them as my cover on my disco and my previous normal cars and have RAC cover free on my motability car.  The other thing is what if they were busy?  The patrols get blamed for the delays when a computerised system is giving false information.

Also the main priorities are vehicles that are in an unsafe position, then disabled, then elderly people, then single women with children so on and so forth.

[Thrasher]

Hmmmm...I have broken down in an extremely dangerous place, and waited 2 hours whileI winced at the almost smashes. Thanks AA.

I told them my automatic gearbox had gone bye-bye and dumped the ATF all over the engine and road....and they sent an escort.....*sometimes* they NEED to listen to the vehicle owner ;-)

[Rangie3.0LtrDan]

Yes but as i say if they did then there would end up being more problems due to those people who know better!  The other problem is people who say the customer service is crap, so would yours be if someone phoned you up and just ranted at you and gave you grief!

[K9Jim]

i always tell them i'm in a dangerous position and blocking traffic causing chaos, then when they turn up i was helped to be pushed to the side of the road  :twisted:  :twisted:  
i'm with the RAC always with me within the hour, gotta say better than the AA

[The Fat Controller]

Yes but as i say if they did then there would end up being more problems due to those people who know better!  The other problem is people who say the customer service is crap, so would yours be if someone phoned you up and just ranted at you and gave you grief!

i never used the word crap.all i've done is state my findings in a persolal situation with regards to my family.i didn't rant but i did express my concern for my family.the calls are recorded and the notes the folowing day showed that they(the AA)were given the information regards age ,disibility and poorly lit road so as my car was in the top three of your catagories it should have been rescued sooner.don't forget i was now at home 20 miles away unable to leave as two girls were now asleep and the ancient one was very tired

[the loon]

a peace offering they extended my membership for a further 3 months f.o.c

We got a nice "wasnt our fault sorry"letter back for our complaint and a phone call. Basicly they tried to blame there agent garage (who I know the owner of - he's been told and NOT a happy bunny)
They offered us 2 months free membership but politley told them to go forth and multiply as this has happened before with the AA
 

[Thrasher]

90HTDT I run my own company, with our own customer services dept. First rule - LISTEN to the customer, then take a course of action. It costs me silly money to send the wrong person to the wrong job......

[BrumLee]

90HTDT I run my own company, with our own customer services dept. First rule - LISTEN to the customer, then take a course of action.

Couldn't agree more  8)

[H]

Hmmmm...I have broken down in an extremely dangerous place, and waited 2 hours whileI winced at the almost smashes. Thanks AA.

I told them my automatic gearbox had gone bye-bye and dumped the ATF all over the engine and road....and they sent an escort.....*sometimes* they NEED to listen to the vehicle owner ;-)

Had exactly the same thing with the RAC and its the reason I'm with the AA now (that and the family discount I get through dad being a AA instructor) Swings and round abouts really when I had the FTO I used to tell them its an extremly low vehicle XYZ is gone its an import you wont have the parts sent a total lift flat bed please any attempt to tow the vehilce with a spectical lift and I will hold the RAC responcible for replacing my exhaust. Ussually worked. " occasions I have had need to call the AA to the RRC 1st time Heater matrix went didnt have my tools on me so i couldnt bypass it myself, called it in was told 40 mins patrol was there in 20 back on the road in 40 after a pressure check and gas check on my coolent system to make sure no head gasket damage. 2ns time when my swivel housing bearings collapsed recntly during the real cold snap ok it was rush hour but I phonesd up asked for a total lift recovery as it wasnt repairable was quoted 1hr 20 mins ETA 1hr 20 passes and the guy I spoke to rings back all chirpy.... Hello Mr Turner I trust the recovery driver is with you now ......? NO he isnt, Oh I do appologise sir I'll find out where he is and call back in 5 mins. 45 mins passes phone rings Indian voice..... Hello mr Turner I trust our recovry driver is with you now....? NO HE ISNT AND I'M VERY COLD AND MORE THAN A LITTLE ANOUYED! Oh I am sorry sir but it is a peak time....! WEll I am sorry but if you cant keep to times dont quote them. Hung up then before I said something I would regret.
flat bet eventually turned up 2:30 hrs from point of call
H

[Rangie3.0LtrDan]

In some situations i would agree with you Thrasher, but in this one i wont.  If the RAC/AA listened to their customers then as i said the costs would go up by a great deal, to cover the extra costs incurred by those people who like to know best and wont accept that they cant be wrong, but most of the time are.  I mean for example someone who thinks they know about mechanics says they need a flatbed, the flatbed comes out but it turns out that the vehicle was fixable by the roadside then the extra costs incurred are high, plus on top of that the flatbed might have been needed elsewhere in which case someone else will have waited longer than they wanted to and we end up at the beginning of this thread with someone complaining because they werent seen to within an hour.

[H]

surely then its down to the operator to decide if the customer knows what they are talking about I always try and gove them as much detail about the brake down as possible, ok I have been running my own mobile mechanicing business for 14 months now so I know what to tell them, but surely the cost would be equaly elevated if they sent out a normal patorl and they came out only to find the customer was right and it did need recovering not only wasting the time that patrol could be on another job getting someone who could be fixed moving again but also leaving the customer stranded for another hour plus whilst they wait for a recovery vehicle.

H

[Bob696]

AA recovery ... pants

11 hours to recover a motorbike from Devon back to Birmingham AFTER the recovery truck arrived.

Nuff said .... wouldnt touch them with a barge pole.

Britania just send a recovery truck and never had to wait more than an hour.

[Thrasher]

When you ring and tell them that your gearbox is in bits, or that your belt tensioner has exploded...why do they send a man out in a van to check, then radio back for ANOTHER man to come out....doesn't sound like cost saving to me. In fact it annoys the hell out of the AA guys, 'cos a "can't fix it at the side of the road" call affects their PAY!!!!  :roll:

[Rangie3.0LtrDan]

But in response to what H says if they were to listen more to the customer then they would have to spend out alot of extra money on training telephone staff to diagnose faults over the phone, cos i tell ya if you told half of them your gearbox was in pieces their response would be "whats a gearbox???".

Which again then pushes the costs up that we as a consumer have to pay as the training would cost a fortune!

[drum]

I reckon it would be cheaper to have some technical staff on the phones, I reckon a few questions on the phone, could probably atleast answer

a) Customer is non-mechanical/doesn't have a clue

b) Customer has basic Mechanical Knowledge and can 'help' diagnoise

c) Customer has given us a full break down of parts required inc part no. and stockists phone numbers and is an anorak.


Yeah sure they will get it wrong sometimes, but in long run could save a fortune.