AAA means Awful, Arrogant, Asinine, Customer Service
OMAHA, NEBRASKA -- We had a blow out on our brand new camper, and called AAA immediately, thinking we would be saved.
The customer service agent was cold and non-empathetic from her first word. She asked my location.
ME: "I am on Interstate 35 near St. Paul MN. We were heading south and took the Hugo Centerville exit. We are now on top of that exit."
SHE: "What is the number of the exit?"
ME: "I have no idea, we are past the sign."
SHE: "I need to know the number of that exit."
ME: "I have no way of finding out that information."
SHE: "We cannot send help without knowing where you are."
ME: "We are on the Centerville/Hugo exit on Interstate 35."
SHE: "But I need to know the exit number."
ME: "But I don't know that information."
SHE: Silent....dead silence.
ME: "Well, I suppose I will have to walk down and find the number, if that's the only way."
ME: While walking and panting, "You know, this seems dangerous, walking down a ramp. Besides, it is raining and I am old, fat and arthritic. It might take awhile."
SHE: "Let me put you on hold while you are finding that information."
ME: walk, pant, walk, pant. Find the sign
ME: Try to tell her I have the information now, but I am still on hold.
SHE: Three minutes later. "I have looked on my system and found that information."
We then discussed the type of policy I have, and it seems I forgot to call and include the brand new camper.
I realize that they cannot pay for services that are not covered by my policy. But a truly customer focused company would have found a way to be helpful to a seven year customer without previous claims.
Perhaps she could have found a way to say YES instead of NO.... Yes, as a customer courtesy I will call a service station for you, but we cannot pay for your tire change.
Perhaps she could have "looked on her system" instead of filing her nails and found the information in the first place. The most important part of good customer service is attitude, followed by knowledge. Hers was bad in both departments.
Perhaps AAA has too many customers and they just don't need my $100 a year. I am cancelling my membership today.