We don't like complaining, but when we have paid for a service and don't receive it, we get unhappy.
My wife and I have been RAC members for over 50 years each and are currently subscribed to the RAC Roadside Recovery service - maybe 5 callouts in all that time and A1 service received every time.
However at 4.30pm on 11th February 2012 – weather sub-zero - the front spring on my wife's car broke and cut through and deflated the tyre. Car immobilised with 71 year old woman on her own with our 4 year old grandchild.
She called RAC on 0800 828282 - received recorded message "all our lines are busy; either hang on or call back later". She hung on for eight minutes in the freezing cold; no response.
Eventually, after considerable concern, they were picked up by a passing motorist and were taken to safety. I had to pay a local garage to collect and store the car later that evening.
We are aware that at least one of the local RAC emergency call-outs was available so it was not lack of resources on the ground.
The RAC will surely have been aware of the poor road conditions in other parts of the country and so should have had additional staff and lines available to at least answer the first point of contact on the emergency telephones.
We do NOT want to be told that the RAC was too busy to answer a telephone call from a lone old age pensioner with a young child on a cold winter’s evening.
Double problem ? - so far no response has been received to our email and letter contacts with RAC Customer Service.
Full details as they emerge on my site http://tinyurl.com/7dndzuk - we are NOT HAPPY
Olive & Jim Butterworth