Praise for our European
Great reassurance in a time of need
I recently returned from a Holiday in France where my vehicle broke down on the return journey (a fleet company car covered by the RAC). Now I have managed to get home, I felt obligated to send you an e-mail to let you know how helpful your service was to me. On contacting the European help number, the people could not be of more help to me, assisting with translation for the recovery driver who spoke no English, (and my French is only very basic) to arranging a taxi to take me to the hire company, a hire car for onward travel, a hotel booking and a final hire car in England to get me home once we had travelled from Paris to UK by Train.
Your staff were polite, helpful and called me back more than once to check I had everything I needed. They suggested several options for return to the UK, since my vehicle was not going to be repaired any time soon. This gave me great reassurance in my time of need, leading me to be an avid supporter and promoter of the RAC following this experience. Your NPS score would be a 10 out of 10. This is a great example of how you manage your customers in a time of need, and you are setting a very high benchmark for others to try to match.
Thanks to you and all your team for your help and assistance.
A rescue in the heart of the French Countryside
This letter is simply to congratulate the RAC on a service that saved our recent holiday. We were staying in a remote gite in the Burgundy region of France, miles from the nearest town and as the brochure said ‘the heart of the French countryside.’ It was the French holiday weekend, 15th August, and my wife and I got into the car to visit friends in a campsite a few miles away. The car wouldn’t start. In fact there was just a click when I turned the key.
After the initial panic, I phoned the number on the policy sheet and got through straight away to one of your team, Daniel. I explained the situation and exactly where we were and was totally surprised when Daniel said that there would be somebody with me in 50 minutes. I thought to myself ‘this guy hasn’t got a clue where we are and on a Saturday during a French holiday weekend there was no way anyone would be with us in 50 minutes.’
I didn’t realise how exceptional the RAC is. Unbelievably there was a breakdown truck with us within the 50 minutes and he diagnosed a flat battery… or as the French say “Il est mort!” He got us going again and with the help of our campsite friend’s jump leads we survived until the following Monday when we purchased a new battery. The follow up service that Daniel gave was also exceptional, phoning us each day to ensure we were ok and were about to get sorted. We are two teachers and stress is not something we relish on a holiday. Thanks to the RAC the stress was averted and I can assure you that in our respective staffrooms we are singing the praises of the RAC. Please continue to offer this outstanding service.
Fiona and Edmund Collins
A display of excellent customer service
In a world which, at times, seems to be constantly complaining about poor service from organisations, I am moved to praise the ‘excellent’ service I have received lately from your European Breakdown service.
Unfortunately, my car suffered a breakdown on the 23rd July whilst on holiday in Vendee, France. I was very concerned about my situation, but immediately I telephoned your contact number and I was reassured.
From the initial contact with Fotonia and then over the next few days with her colleagues (Aimee and Daniel), my issues were dealt with in a very professional and competent manner. They kept me informed at all stages, ensured that they called me back when they said they would and were able to relate to my decision options. They arranged transport via rental cars for me and my wife back to my home in the UK.
This is an outstanding example of customer service and I’d like to praise the work of these people.
I now await the repatriation of my car to the UK, but I’m sure this will be dealt with in the same professional manner.
Malcolm K Payne
A successful "one RAC" experience
I am sure that – like me – you get your fair share of complaints arriving by email. This is not one of those.
The rear air suspension on my BMW failed as I got off the ferry at Calais a week last Wednesday. I was taking my son to compete in a sailing world championship, together with his boat; it was a very big disaster. I limped to the nearest BMW garage but they could not commit to a fix date for the car.
I called the RAC – the first time I have used the service in fifteen years – and spoke with Thomas (who calls himself Brad). The service he provided over the next three days was brilliant - the best I have ever received, from any organisation:
Although I was covered by the RAC for my car and trailer, I discovered that the cover does not include onward transportation of the trailer – primarily because it is almost impossible to rent a car with a tow bar. In the circumstances, this was a disaster! Brad – after much effort - managed to find me a rental vehicle that had a tow bar fitted. He organised transport to and from the rental location and called me a dozen times during the six hours it took to sort everything out, calmly and kindly moving things along. Always helpful, always upbeat. I used the car to travel to Carnac not getting there until 02:00 on Thursday – but in time for scrutineering that morning. That all sounds simple, but I know how much effort and commitment the team must have put in to making it all work.
While I was in the garage trying to use my conversational French to describe air suspension units, that I wanted a fast repair, and the difference between 13 and 7 pin trailer lighting board plugs, Brad and his engineers took the task on and pushed the garage hard to source the faulty part and then to improve on their quoted “one week to repair” – which was in both our interest.
As a result of his efforts the car was repaired before the weekend and I was able to return the 500 miles to collect it on Friday. Again, I make this sound simple but Brad and his team sorted return logistics, accommodation, taxi and they rang me constantly to ensure that each stage of the process was successfully delivered.
I’m aware that Opteven is a separate business, but this was not obvious during my dealings with the team – it was a ‘one RAC’ experience. And a world-class experience at that. I’m now telling everyone I know to sign up with the RAC!
Huge thanks to Brad, the team and to you,
With my best wishes
A pleasant customer experience
In today’s challenged economic environment, I find that many market leading brands fall short of the experience that built their brand in the first place, and I must confess I take the opportunity to write to Chief Executives and tell them. As a global marketer trained at some of the best marketing organisations, nothing frustrates me more than seeing leadings brands prioritise short-term delivery at the expense of long-term brand health.
This time however, I am writing to commend your organisation. I recently broke down in France with my car. The speed, professionalism and courtesy with which your breakdown teams handled my mini crisis, was nothing short of first rate. No quibble, no argument, no messing around. They handled the breakdown transportation vehicle directly at the motorway side. They moved my car to the ferry port and when repatriation was not possible, moved it straight to a secure location. They got me home, and had a car hire waiting in Dover. And finally they have brought my busted vehicle back to the UK when I declined the outrageous French garage repair costs (in France it was €1,500, here in the UK today it has cost £340). All of this has happened in eight days. Impressive.
My message is this, and I have repeated this many times in the last week to people I have talked with, the RAC European breakdown cover was nothing short of first rate. That is the kind of service that you hope you will get, and are delighted when you get it. And as a marketer I commend it, it would be too easy to shortcut little costs here and there in the experience I have had – but these would risk undermining the rescue service you have provided.
I am delighted to be finally able to write to a Chief Executive and say thank you.
A breakdown in France
I just wanted to take a moment to write and thank you for the outstanding service I received recently on my trip to Montpellier where my car broke down approximately 5 minutes into my journey at Calais.
When your car stops working at 9pm on a Sunday night in France where you don't speak the language and nothing is open it is a frightening thing and I have to say, my fears were allayed by Alex in the department I spoke to who was absolutely first class from the initial call. I have to say, of all of your agents I spoke to he filled me with the most confidence and I have to say, I'm unaware of his status, whether or not he is Senior or experienced but I will struggle to feel more reassured by anyone on the end of a telephone line when requiring assistance - he was brilliant.
The level of service, whether it was just run of the mill depending on the type of cover I have, felt like I was royalty! Being put up in a hotel and being taxied that evening was great but also being transported to Paris to meet my connection in good time by taxi and train was fantastic - and then being given a hire car at Paris for the return leg to Calais and you covering the cost of keeping the garage open at Calais late at night to allow me to pick it up was way beyond what I could have expected.
Your group, and particular praise for Alex and latterly, Alistair, ensured that my partner and I were safe throughout and were kept informed constantly, and the solutions to our fairly difficult journey challenges were far beyond fantastic.
I will remain a customer of the RAC and furthermore I will be informing the many people I am in contact with that your organisation is easily the best I have been a member of and that they should join immediately.
Please ensure those acknowledged in this communication are informed of my complete gratitude and much as I hope I don't encounter any similar situations in the future, I will feel content that if I do you will be there to support in a manner which will be outstanding.
A quick fix
I am a retired officer from the West Midlands Force. I have RAC breakdown cover organized through your company.
I have just returned from a three week holiday in France. Whilst there my car developed a mechanical problem, the engine warning light came on.
Events were as follows:-
On the Sunday I rang the RAC French section and spoke to Lola. Within 30 minutes a recovery vehicle was in attendance. My vehicle was taken away.
I was told that I was entitled to a rental vehicle, but as it was Sunday all rental stations were closed. She advised that we wait until Monday to progress this and ascertain the problem with my car.
On Monday she rang again. The car had to be taken to another town as the local Ford garage was closed. A taxi then collected us from our campsite and within an hour we had a rental car.
We were then contacted daily, sometimes on several occasions and kept informed of the situation with our vehicle.
On the following Friday we received a call to say that our vehicle had been repaired and was ready for collection. We returned the rental car and were met at the rental station by a taxi and taken to the garage where we picked up our vehicle.
Fortunately the problem was not serious and I settled the bill for the repair direct with the garage.
From both my wife and myself can we say how happy we were with this service and a special thank you to Lola and Selina in France who gave great service.
Please ensure this thanks goes to the RAC. I have their address in France and will write directly to them.
Mr & Mrs Butler
† Price for 1 day Short Trip cover for up to 8 people travelling in a 1 year old vehicle in France.