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Thread: Customer Care - is it manned?

  1. #1
    Join Date
    Aug 2014
    Posts
    1

    Default Customer Care - is it manned?

    I spent nearly 2 hours calling the 0800 731 1104 number several times yesterday and on one call held on for 40 minutes listening to "the very next manager..." I tried again for 15 minutes today - same message.

    I have complained via my insurance company about the poor service from the RAC. If the RAC is receiving such high levels of calls on their complaints line that they cannot answer within 40 minutes then that ought to be a red flag to the insurance company. The point is that it is the insurance company's brand that gets compromised when they outsource part of their service and that service supplier performs poorly. They seem to have taken it on board and I hope the suggestion that THEY try calling the complaint line is followed up.

    Maybe this is the only way. If breakdown cover is part of your insurance policy and you have a complaint - complain to your insurance company.

  2. #2
    Join Date
    Aug 2011
    Posts
    2,436

    Cool Staffed is the word. Not "manned"

    Quote Originally Posted by expectservice View Post
    I spent nearly 2 hours calling the 0800 731 1104 number several times yesterday and on one call held on for 40 minutes listening to "the very next manager..." I tried again for 15 minutes today - same message.

    I have complained via my insurance company about the poor service from the RAC. If the RAC is receiving such high levels of calls on their complaints line that they cannot answer within 40 minutes then that ought to be a red flag to the insurance company. The point is that it is the insurance company's brand that gets compromised when they outsource part of their service and that service supplier performs poorly. They seem to have taken it on board and I hope the suggestion that THEY try calling the complaint line is followed up.

    Maybe this is the only way. If breakdown cover is part of your insurance policy and you have a complaint - complain to your insurance company.
    Perhaps it is like Directory enquiries used to be in the old days of the GPO telephones. No staff whatsoever?

  3. #3
    Join Date
    Sep 2007
    Location
    Scotland
    Posts
    8,573

    Default

    The bit that annoys me the most with them music recordings they use, is when it says......" Your call is important to us, please wait until one of our researches becomes available"Yea! Right, our call is so important to them, that they can't be a###d to answer it?

  4. #4
    Join Date
    Aug 2011
    Posts
    2,436

    Cool

    You may have been hanging on for TEN minutes, and then because the line is silent some automated system cuts you off because it thinks that nothing is happening. I no longer use a landline with all the nuisance calls.

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