HeresLucy
Central Illinois
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Joined: 03/11/2004
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The Texan wrote:ronfisherman wrote:Laman wrote:Nobodys perfect but I can tell you horror stories about both AAA and Good Sam while CoachNet has been extremely helpful particularly when my daughters were stranded and needed help desperately, CoachNet only for me and I agree that speaking to the right people at CN will get results.
Speaking to the right person can be a problem. The person I spoke to was head of CoachNet's Quality Assurance Department. She informed me she was the final step and unless I did it her way there was no way the issue would be resolved. Sorry, she has a boss too and that is why I gave the name and email address for a Senior VP of the company. If you let someone walk on you when you feel you have a valid gripe and are right, then shame on you.
Exactly. Be the victim or the victor. Act or be acted upon. Everything is negotiable -- but you must be willing to go for it and you must know how to do it.
Effective communication skills are important -- learn how to influence - how to talk to others at all levels.. how to change your approach when you encounter a strong personality. If you just get angry or become adversarial, you'll probably lose. Just demanding things is not an effective communication style. Stick to the facts, the process and learn how to blend to redirect things your way.
Lucy
2006 Allegro Bus 40' DP
2005 Grand Cherokee
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wny_pat
Western NYS
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The Texan wrote:ronfisherman wrote:Laman wrote:Nobodys perfect but I can tell you horror stories about both AAA and Good Sam while CoachNet has been extremely helpful particularly when my daughters were stranded and needed help desperately, CoachNet only for me and I agree that speaking to the right people at CN will get results.
Speaking to the right person can be a problem. The person I spoke to was head of CoachNet's Quality Assurance Department. She informed me she was the final step and unless I did it her way there was no way the issue would be resolved. Sorry, she has a boss too and that is why I gave the name and email address for a Senior VP of the company. If you let someone walk on you when you feel you have a valid gripe and are right, then shame on you. Have to agree with The Texan on this. Every thing I have read on the subject says that when you do not get what you want from "quality assurance" (customer service) that you should find out how to contact the CEO of the company. She might think she is the final word, but the final word actually comes from the person who has authority to hire and fire her!
And as Lucy says, communications skills are paramount! You have to know how to get the door open and then know how to communicate the problem.
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Bumpyroad
Virginia
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during the first phone call, could they have gotten the impression that it was just a dead battery or were you more specific?
bumpy
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Linda Z
Richmond, TX
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Joined: 10/03/2010
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I told them my car was dead. I did not request battery service. I told them I just needed help - not knowing what kind of help I actually needed. And I really resent the implication that I do not know how to escalate a problem. People here are quick to make broad assumptions. I could have gotten a jump in the parking lot from any number of people because unlike The Texan (who isn't from Texas at all per his signature) most people in this state are very polite. I expected a wrecker and got a kid in a jeep, probably because they promise help within an hour and the clock was ticking. Just stating what happened. Take it at face value. I didn't ask for advice - only sharing my experience.
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The Texan
Meridian, Idaho
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Joined: 01/16/2004
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Linda Z wrote:I told them my car was dead. I did not request battery service. I told them I just needed help - not knowing what kind of help I actually needed. And I really resent the implication that I do not know how to escalate a problem. People here are quick to make broad assumptions. I could have gotten a jump in the parking lot from any number of people because unlike The Texan (who isn't from Texas at all per his signature) most people in this state are very polite. I expected a wrecker and got a kid in a jeep, probably because they promise help within an hour and the clock was ticking. Just stating what happened. Take it at face value. I didn't ask for advice - only sharing my experience. Sorry, the signature couldn't be more specific.....I am a 4th generation Texan, currently living in Three Rivers Texas. Do we own property elsewhere, yep, but I am and always will be a Texan and will be as polite as I want, to those that give the full story, not cage their story to fit the complaint.
Sounds to me, they sent what you indicated that you needed.
Bob & Betsy(FishNFanatic) - USN Aviation Ret'd '78 & LEO Ret'd '03 & "Oath Keeper Forever"
'05 HR Endeavor 40PRQ, 400 Cummins-Pulling our '11 Silverado LT, Ex Cab 6.2L NHT 4x4, w/2010 Rzr or 01 V Star in back.
Where the wheels are stopped today
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Bumpyroad
Virginia
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Linda Z wrote:I told them my car was dead.
"Dead", sounds like a jump start to me.
bumpy
I've been to Texas.
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topflite51
In The Desert of Nevada
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Joined: 05/13/2004
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Bumpyroad wrote:Linda Z wrote:I told them my car was dead.
"Dead", sounds like a jump start to me.
bumpy
I've been to Texas. Yep. Sounds like she gave them too much information.
David
Just rolling along enjoying life
w/F53 Southwind towing a 87 Samurai or 01 Grand Vitara looking to golf or fish
Simply Despicable 
Any errors are a result of CRS.
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jassrnj
Bath, PA
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I never has a problem with AAA in over 30 years with them and have used them many times over the years. I have Good Sam Roadside Assistance to help out with the MH. Good customer service comes from the supplier of the service. If you (the customer) have an issue, they should be able to log it into their system and do the complete follow through to a successful resolution. The customer should not have to make several calls and go through a chain of command. They do this so you will just give up on the issue. I was going to switch to CoachNet but will now stay with Good Sam.
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HeresLucy
Central Illinois
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Joined: 03/11/2004
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jassrnj wrote:I never has a problem with AAA in over 30 years with them and have used them many times over the years. I have Good Sam Roadside Assistance to help out with the MH. Good customer service comes from the supplier of the service. If you (the customer) have an issue, they should be able to log it into their system and do the complete follow through to a successful resolution. The customer should not have to make several calls and go through a chain of command. They do this so you will just give up on the issue. I was going to switch to CoachNet but will now stay with Good Sam.
Good Sam also uses alternative ways to solve custom problems after the fact. All companies have policies and all companies have employees who are authorized to override the policy to resolve customer complaints.
Companies don't do this to give up on the issue.. that's a victim mentality. They merely are running their business and the complexity of contracting other companies to offer you service in emergency situations adds in layers of complexity that may not always work. Even @ GoodSam.
Lucy
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ronfisherman
SE Michigan
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The Texan wrote:ronfisherman wrote:Laman wrote:Nobodys perfect but I can tell you horror stories about both AAA and Good Sam while CoachNet has been extremely helpful particularly when my daughters were stranded and needed help desperately, CoachNet only for me and I agree that speaking to the right people at CN will get results.
Speaking to the right person can be a problem. The person I spoke to was head of CoachNet's Quality Assurance Department. She informed me she was the final step and unless I did it her way there was no way the issue would be resolved. Sorry, she has a boss too and that is why I gave the name and email address for a Senior VP of the company. If you let someone walk on you when you feel you have a valid gripe and are right, then shame on you.
Why argue with a company that has a policy and sticks to it. When there may be other ways to solve a complaint. I solved the problem by canceling what was left of my contract. Then signed up for GS. If I have a problem like I had with Coach-Net. I can send a email to the head guy. Not some VP.
I hope OP gets his problems with them resolved.
2004 Gulf Stream Endura 6340 D/A
TST tire pressure monitor system
Kodiak Chassis Class C Forum
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