Comments on: Launch of Windscreen Protection in the UK http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/ Information about renting a car with Avis in the UK and abroad. Money saving tips and offers.. Fri, 03 Feb 2012 16:56:48 +0000 hourly 1 http://wordpress.org/?v=3.1.2 By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/#comment-1815 Rob White- Marketing, Avis UK Fri, 04 Jan 2008 09:34:44 +0000 http://78.41.157.192/?p=195#comment-1815 Hi Maureen, would you be able to email me your rental agreement number to comments@avis.co.uk and we'll take a look at this. Rob Hi Maureen, would you be able to email me your rental agreement number to comments@avis.co.uk and we’ll take a look at this.

Rob

]]> By: Maureen Taylor http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/#comment-1814 Maureen Taylor Thu, 03 Jan 2008 18:26:05 +0000 http://78.41.157.192/?p=195#comment-1814 I've done a considerable amount of web browsing since returning to the US on Jan. 1, 2008, looking for someone with whom to share my complaint about our Avis rental return at Heathrow airport that same morning. So, before I start, congratulations for having this fantastic forum where your customers' opinions and experiences do not appear to fall on deaf ears. My comment concerns a small dent on the hood of our rental return and the fact that we have been charged for its repair. I did take a photo of it (no ruler but used a 50p coin for size comparison!). It seems like a lot of money, but the amount is not really what's relevant here. The principle of this issue is that we were charged at all, especially since I feel pretty confident that Avis will not put this car in the shop to repair the dent. Two comments on this page are relevant. Paul Bilton says, above, "Frankly I don’t even recall it happening." Neither did I. And your own Rob White wrote in August of last year, "With respect to charges for minor wear and tear, I can also confirm that we do not charge for as small scratches, dents and stone chips on the main bodywork as well as scuffs on the main wheel and wheel trim and washable stains and marks in the interior. Again this policy continues to stand as before. We accept that minor wear and tear is part of the cost of managing a fleet of cars and we do not expect our customers to pay for this!" We, of course, had no knowledge of your policy at the time. It seems, though, that your duty manager that morning was also unaware of its existence. Paul Willett acted as if he knew he had us over a barrel and that I had no choice but to sign and leave. It was, not to put too fine a point on it, an unpleasant experience, not worthy of your company. It's not only the financial cost, it's also about the extremely poor treatment of long-term customers. Until that morning, my husband had been a loyal Avis preferred customer since about 1978. Once our flight got underway, he tore up his card. I’ve done a considerable amount of web browsing since returning to the US on Jan. 1, 2008, looking for someone with whom to share my complaint about our Avis rental return at Heathrow airport that same morning. So, before I start, congratulations for having this fantastic forum where your customers’ opinions and experiences do not appear to fall on deaf ears. My comment concerns a small dent on the hood of our rental return and the fact that we have been charged for its repair. I did take a photo of it (no ruler but used a 50p coin for size comparison!). It seems like a lot of money, but the amount is not really what’s relevant here. The principle of this issue is that we were charged at all, especially since I feel pretty confident that Avis will not put this car in the shop to repair the dent. Two comments on this page are relevant. Paul Bilton says, above, “Frankly I don’t even recall it happening.” Neither did I. And your own Rob White wrote in August of last year, “With respect to charges for minor wear and tear, I can also confirm that we do not charge for as small scratches, dents and stone chips on the main bodywork as well as scuffs on the main wheel and wheel trim and washable stains and marks in the interior. Again this policy continues to stand as before. We accept that minor wear and tear is part of the cost of managing a fleet of cars and we do not expect our customers to pay for this!” We, of course, had no knowledge of your policy at the time. It seems, though, that your duty manager that morning was also unaware of its existence. Paul Willett acted as if he knew he had us over a barrel and that I had no choice but to sign and leave. It was, not to put too fine a point on it, an unpleasant experience, not worthy of your company. It’s not only the financial cost, it’s also about the extremely poor treatment of long-term customers. Until that morning, my husband had been a loyal Avis preferred customer since about 1978. Once our flight got underway, he tore up his card.

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/#comment-1813 Rob White- Marketing, Avis UK Mon, 03 Dec 2007 17:37:26 +0000 http://78.41.157.192/?p=195#comment-1813 It was a while ago that you posted this comment but thanks for the feedback J.A.C. This was passed this on to one of my colleagues in our fleet. He found this of interest so did a bit of digging around and has now agreed to run a trial with some of our management cars! It was a while ago that you posted this comment but thanks for the feedback J.A.C. This was passed this on to one of my colleagues in our fleet. He found this of interest so did a bit of digging around and has now agreed to run a trial with some of our management cars!

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/#comment-1812 Rob White- Marketing, Avis UK Tue, 27 Nov 2007 15:29:37 +0000 http://78.41.157.192/?p=195#comment-1812 Hi Robert, this policy is still available! We'll put a communication to the Customer Service team to ensure that they are all aware of it. Apologies for any misunderstanding. I've spoken to the customer support agent who is dealing with your query to ensure he is aware of this and I hope he is able to find a satisfactory resolution for you. Hi Robert, this policy is still available! We’ll put a communication to the Customer Service team to ensure that they are all aware of it. Apologies for any misunderstanding. I’ve spoken to the customer support agent who is dealing with your query to ensure he is aware of this and I hope he is able to find a satisfactory resolution for you.

]]> By: Robert Jackson http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/#comment-1811 Robert Jackson Fri, 23 Nov 2007 16:32:58 +0000 http://78.41.157.192/?p=195#comment-1811 I am amazed to find this link as according to Customer services this policy is no longer available. I am amazed to find this link as according to Customer services this policy is no longer available.

]]> By: Rob White - Marketing, Avis UK http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/#comment-1810 Rob White - Marketing, Avis UK Thu, 15 Nov 2007 10:01:50 +0000 http://78.41.157.192/?p=195#comment-1810 Hi Tim Thanks for your feedback. We selected Autoglass after a formal tender process. Autoglass are one of the dew suppliers with the coverage and service quality we need and they are competitively priced versus the others that tendered. We have also brought in RAC Windscreens as a joint supplier to make sure we keep them on their toes! :) Rob Hi Tim

Thanks for your feedback.
We selected Autoglass after a formal tender process. Autoglass are one of the dew suppliers with the coverage and service quality we need and they are competitively priced versus the others that tendered. We have also brought in RAC Windscreens as a joint supplier to make sure we keep them on their toes! :)

Rob

]]> By: Tim Morrow http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/#comment-1809 Tim Morrow Mon, 12 Nov 2007 08:36:09 +0000 http://78.41.157.192/?p=195#comment-1809 Why do avis use Autoglass for windscreen services? they are the most expensive company in the industry. Other companies would only charge £110.00 for a mini windscreen. Avis should use it's buying power to get better prices Why do avis use Autoglass for windscreen services? they are the most expensive company in the industry. Other companies would only charge £110.00 for a mini windscreen. Avis should use it’s buying power to get better prices

]]> By: J.A.C. Frary http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/#comment-1808 J.A.C. Frary Sat, 20 Oct 2007 22:58:15 +0000 http://78.41.157.192/?p=195#comment-1808 To save all the arguments about whether the chip is 5mm or smaller, why not put a protective layer of film on the windscreen similiar to that of race cars? It is perfectly optically clear and it is there to stop stone chips. Might not be good for Autoglass or other window companies but it keeps the car on the road! That is why many many racecars have the film on. To save all the arguments about whether the chip is 5mm or smaller, why not put a protective layer of film on the windscreen similiar to that of race cars? It is perfectly optically clear and it is there to stop stone chips. Might not be good for Autoglass or other window companies but it keeps the car on the road! That is why many many racecars have the film on.

]]> By: Eibhlin Payne- Head of Customer Support, Avis UK http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/#comment-1807 Eibhlin Payne- Head of Customer Support, Avis UK Mon, 20 Aug 2007 12:19:21 +0000 http://78.41.157.192/?p=195#comment-1807 I believe that Lucy has sent you the documentation to prove that the windscreen was replaced rather than repaired, so you've not been over charged. I guess the underlying issue is that if one of our licensed operations doesn't offer the same insurance products as the corporate operation, we need to ensure that that is perfectly clear to our customers, so Xave and I wil take that away and have a look at it. I believe that Lucy has sent you the documentation to prove that the windscreen was replaced rather than repaired, so you’ve not been over charged. I guess the underlying issue is that if one of our licensed operations doesn’t offer the same insurance products as the corporate operation, we need to ensure that that is perfectly clear to our customers, so Xave and I wil take that away and have a look at it.

]]> By: Paul Bilton http://www.avis.co.uk/blog/launch-of-windscreen-protection-in-the-uk/#comment-1806 Paul Bilton Fri, 17 Aug 2007 16:59:23 +0000 http://78.41.157.192/?p=195#comment-1806 OK. So how long was the chip in the windscreen of the Mini I hired? With the potential of the cost of a new windscreen being added to my bill (which is something I have have never been charged for in 35 years of renting vehicles) I dount I will be using Avis again in a hurry... OK. So how long was the chip in the windscreen of the Mini I hired?

With the potential of the cost of a new windscreen being added to my bill (which is something I have have never been charged for in 35 years of renting vehicles) I dount I will be using Avis again in a hurry…

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