Comments on: Roll out of the Avis Preferred “3 minute promise” http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/ 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: Sara - Marketing http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2966 Sara - Marketing Fri, 25 Mar 2011 10:29:23 +0000 http://avis-blog.clients.skyron.co.uk/2008/02/29/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2966 Hi Robert, I'm really sorry for the delay in getting back to you. I've looked into your case and sent you an email with some more details. Hope this helps Sara Hi Robert,

I’m really sorry for the delay in getting back to you.

I’ve looked into your case and sent you an email with some more details.

Hope this helps
Sara

]]> By: Robert http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2965 Robert Thu, 24 Mar 2011 06:16:37 +0000 http://avis-blog.clients.skyron.co.uk/2008/02/29/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2965 P.S Apologies for the typos above (posting from a mobile...) P.S Apologies for the typos above (posting from a mobile…)

]]> By: Robert http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2964 Robert Thu, 24 Mar 2011 06:14:52 +0000 http://avis-blog.clients.skyron.co.uk/2008/02/29/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2964 Vicki, Can you please confirm you received the two emails I sent well over a week ago following your request above? I'm finding it extremely disappointed that after years of hiring from you guys exclusively and making sure the rest of my team do the same, never mind the support I have given this Blog from day one, I now discover that when I do need some customer service as a result of some issues I had, I find it extremely lacking and none responsive. Some sort of acknowledgment that my emailed were received would be a good start. Thanks Robert Vicki,

Can you please confirm you received the two emails I sent well over a week ago following your request above?

I’m finding it extremely disappointed that after years of hiring from you guys exclusively and making sure the rest of my team do the same, never mind the support I have given this Blog from day one, I now discover that when I do need some customer service as a result of some issues I had, I find it extremely lacking and none responsive.

Some sort of acknowledgment that my emailed were received would be a good start.

Thanks
Robert

]]> By: Vicki Wilson - Marketing, Avis UK http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2963 Vicki Wilson - Marketing, Avis UK Tue, 15 Mar 2011 16:16:40 +0000 http://avis-blog.clients.skyron.co.uk/2008/02/29/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2963 Hi Robert, Thank you for your comments and I am extremely sorry to hear that our service has not been up to scratch. We have taken your feedback onboard and I have passed it on to the relevant teams to pick up and look into. You mentioned that it took the team over 3 minutes to get you your keys, even though you are an Avis Preferred member, so please can you email me at the normal address – comments@avis.co.uk – with your rental agreement numbers so we can honour the 3 minute promise by sending you your vouchers and investigate further the service you have received. I want to apologise again for the frustration that this has caused, but also want to thank you for providing us with your feedback as we cannot improve without the customer letting us know what areas we need to focus on. If there is anything else you want to let us know about your rentals please put it in your email to me with your rental agreement numbers. Vicki Hi Robert,

Thank you for your comments and I am extremely sorry to hear that our service has not been up to scratch. We have taken your feedback onboard and I have passed it on to the relevant teams to pick up and look into.

You mentioned that it took the team over 3 minutes to get you your keys, even though you are an Avis Preferred member, so please can you email me at the normal address – comments@avis.co.uk – with your rental agreement numbers so we can honour the 3 minute promise by sending you your vouchers and investigate further the service you have received.

I want to apologise again for the frustration that this has caused, but also want to thank you for providing us with your feedback as we cannot improve without the customer letting us know what areas we need to focus on.

If there is anything else you want to let us know about your rentals please put it in your email to me with your rental agreement numbers.

Vicki

]]> By: Robert http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2962 Robert Tue, 15 Mar 2011 10:04:04 +0000 http://avis-blog.clients.skyron.co.uk/2008/02/29/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2962 Hi, After my experience at the LHR office in the past week, all I can say is this promise is somewhat lacking... I had 3 different rentals from the LHR branch in the past couple of weeks, all select series cars, all pre paid. First rental was fine, got a different car to that booked which I was surprised about (being that I booked a select series) but no complaints since I was more than happy with the car I got. Second rental was last week and when got off the shuttle my name wasn’t on the board which was annoying as I was running a little late as it is. Went inside and there were around 5-6 agents behind the desk all serving other customers. Then I noticed the 3 minute promise notice (which I knew about but forgot about as well since I don’t usually have to go in to get the keys) so went to get a stopwatch only to discover that you can’t actually remove them from the box which makes them pointless. It is very evident that they are meant to be taken out of the box as they have straps but they are all locked so not possible. I waited for 10 minutes to be served and when I mentioned this to the agent he muttered something which I couldn’t understand. Apparently the reason my name wasn’t on the board was they had trouble processing the card, though they was no reason for this, I had used the card several times that day and fact is as soon as I gave it to him he processed the payment with no issues what so ever. To cut a long story short it took 20 minutes to get the keys and go and no £20 voucher was offered to me. Car was great (DS3) but unacceptably dirty. Yesterday I was back to pick up another car, once again my name isn’t on the board, so I go in and this time there is just one agent behind the desk already serving someone. I try removing a stopwatch but once again to no avail. Agent finally finished with other customer (might have been sooner has he not been questioning them about their occupation...) cannot find booking so got someone else involved who found it after 3-4 minutes (why it could not be found I do not know – fact is I had the confirmation email in front of me) it was found. I was then asked whether it was the Peugeot RCZ I actually wanted which was a strange question since that is what I booked and if I didn’t want that why would I have booked it? Anyway, my contract was finally printed and agent handed it to me saying “ car is in bay A18”, that’s it, no apology for the time wasted, no apology for not being able to find my booking, nothing, and I was in there for 25 minutes! Car was once again unacceptably dirty (including water marks all over it and bird droppings) and the fuel showing around 85% full rather than 100% as marked on the papers. I went back to the office to notify them of this but by that time it had got so busy and I was so late and fed up that I really did not have the time to stand and wait once again so I took the car and left. It takes really bad service for me to complain about Avis, and I have always had nothing but excellent service at the LHR branch, but I these rentals were my first in a while (at LHR) and if this is now the standard there I think I may look at other alternatives. No way to treat a Preferred customer, and certainly not the way to treat a president Club member. Hi,

After my experience at the LHR office in the past week, all I can say is this promise is somewhat lacking…

I had 3 different rentals from the LHR branch in the past couple of weeks, all select series cars, all pre paid.
First rental was fine, got a different car to that booked which I was surprised about (being that I booked a select series) but no complaints since I was more than happy with the car I got.
Second rental was last week and when got off the shuttle my name wasn’t on the board which was annoying as I was running a little late as it is.
Went inside and there were around 5-6 agents behind the desk all serving other customers.
Then I noticed the 3 minute promise notice (which I knew about but forgot about as well since I don’t usually have to go in to get the keys) so went to get a stopwatch only to discover that you can’t actually remove them from the box which makes them pointless.
It is very evident that they are meant to be taken out of the box as they have straps but they are all locked so not possible.
I waited for 10 minutes to be served and when I mentioned this to the agent he muttered something which I couldn’t understand.
Apparently the reason my name wasn’t on the board was they had trouble processing the card, though they was no reason for this, I had used the card several times that day and fact is as soon as I gave it to him he processed the payment with no issues what so ever.
To cut a long story short it took 20 minutes to get the keys and go and no £20 voucher was offered to me.
Car was great (DS3) but unacceptably dirty.
Yesterday I was back to pick up another car, once again my name isn’t on the board, so I go in and this time there is just one agent behind the desk already serving someone.
I try removing a stopwatch but once again to no avail.
Agent finally finished with other customer (might have been sooner has he not been questioning them about their occupation…) cannot find booking so got someone else involved who found it after 3-4 minutes (why it could not be found I do not know – fact is I had the confirmation email in front of me) it was found.
I was then asked whether it was the Peugeot RCZ I actually wanted which was a strange question since that is what I booked and if I didn’t want that why would I have booked it?
Anyway, my contract was finally printed and agent handed it to me saying “ car is in bay A18”, that’s it, no apology for the time wasted, no apology for not being able to find my booking, nothing, and I was in there for 25 minutes!
Car was once again unacceptably dirty (including water marks all over it and bird droppings) and the fuel showing around 85% full rather than 100% as marked on the papers.
I went back to the office to notify them of this but by that time it had got so busy and I was so late and fed up that I really did not have the time to stand and wait once again so I took the car and left.
It takes really bad service for me to complain about Avis, and I have always had nothing but excellent service at the LHR branch, but I these rentals were my first in a while (at LHR) and if this is now the standard there I think I may look at other alternatives.

No way to treat a Preferred customer, and certainly not the way to treat a president Club member.

]]> By: Sara Bergamo, Marketing UK http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2961 Sara Bergamo, Marketing UK Thu, 16 Sep 2010 12:57:02 +0000 http://avis-blog.clients.skyron.co.uk/2008/02/29/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2961 Hi Brendan, unfortunately the insurance options linked to your Preferred profile cannot be currently visualised or modified online (but we are working on it!). Best thing to do is contact our Preferred team and they'll be able to help. To contact the Preferred team, please follow the this link: http://www.avis.co.uk/CustomerService then click on Contact Avis and select "Wizard/Preferred enquiries" from the "type of question" drop-down menu. Hope this helps Sara Hi Brendan,

unfortunately the insurance options linked to your Preferred profile cannot be currently visualised or modified online (but we are working on it!). Best thing to do is contact our Preferred team and they’ll be able to help.

To contact the Preferred team, please follow the this link: http://www.avis.co.uk/CustomerService then click on Contact Avis and select “Wizard/Preferred enquiries” from the “type of question” drop-down menu.

Hope this helps
Sara

]]> By: Brendan Dunphy http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2960 Brendan Dunphy Tue, 14 Sep 2010 15:57:28 +0000 http://avis-blog.clients.skyron.co.uk/2008/02/29/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2960 Thanks for your prompt response Sara. I now have access but I can't see where to change insurance options; I get charged £5+ extra a day on rentals and I vaguely re-call selecting an insurance option some time back but I don't re-call where - any ideas? Best, Brendan. Thanks for your prompt response Sara. I now have access but I can’t see where to change insurance options; I get charged £5+ extra a day on rentals and I vaguely re-call selecting an insurance option some time back but I don’t re-call where – any ideas? Best, Brendan.

]]> By: Sara Bergamo, Marketing UK http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2959 Sara Bergamo, Marketing UK Mon, 13 Sep 2010 16:21:02 +0000 http://avis-blog.clients.skyron.co.uk/2008/02/29/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2959 Hi Brendan, to be able to change your Preferred account online, first of all you'll need to create an online account. Here's the link: https://www.avis.co.uk/secure/WizardRegister.aspx Once that's done, just sign using your online account log-in details, and you'll be able to modify your profile. Please let us know if you need any further help. Thanks Sara Hi Brendan,

to be able to change your Preferred account online, first of all you’ll need to create an online account.

Here’s the link: https://www.avis.co.uk/secure/WizardRegister.aspx

Once that’s done, just sign using your online account log-in details, and you’ll be able to modify your profile.

Please let us know if you need any further help.

Thanks
Sara

]]> By: Brendan Dunphy http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2958 Brendan Dunphy Sun, 12 Sep 2010 07:45:18 +0000 http://avis-blog.clients.skyron.co.uk/2008/02/29/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2958 Your web site is a complete dogs breakfast; how on earth do I amend my Avis Preffered profile? Please send a link.... Your web site is a complete dogs breakfast; how on earth do I amend my Avis Preffered profile? Please send a link….

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2955 Rob White- Marketing, Avis UK Thu, 08 Oct 2009 08:58:28 +0000 http://avis-blog.clients.skyron.co.uk/2008/02/29/roll-out-of-the-avis-preferred-3-minute-promise/#comment-2955 By the way, just to clarify Rich, when Chris says the MRA, he is talking about the master agreement you are referring to! :) Rob By the way, just to clarify Rich, when Chris says the MRA, he is talking about the master agreement you are referring to! :)

Rob

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