Comments on: Where can you find the Avis Preferred 3 Minute Promise? http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/ Information about renting a car with Avis in the UK and abroad. Money saving tips and offers.. Thu, 11 Apr 2013 15:10:21 +0000 hourly 1 http://wordpress.org/?v=3.4.2 By: Ian http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/#comment-4074 Ian Mon, 05 Oct 2009 15:02:30 +0000 http://wetryharder.co.uk/?p=540#comment-4074 I decided to sign up for your Avis Preferred scheme. I entered all my details including my drivers licence and credit card and was told an account number would be emailed to me. I did not get an email, despite waiting and checking my spam box etc. So I signed up again, or tried to, but was told my credit card was already linked to an account! I emailed customer services and got a fairly generic email back - not good. So I called Avis and chose option 5 'problems setting up a preferred account' - this is not free call and I was holding for 20 minutes plus. When I did get through a lady who I considered to be rude simply said she could not help and I must email 'database support' - I am not sure how I can do this (obviously I can email them, but I am not prepared to put my credit card number into an email. Eventually I pursuaded her to pass me to a supervisor, but this lady coul not help me either, and also said I woyuld have to emai my details in! Avis clearly hold my details somewhere and I need to know where as it is sensitive information. Please could someone help me. Many thanks. I decided to sign up for your Avis Preferred scheme. I entered all my details including my drivers licence and credit card and was told an account number would be emailed to me.

I did not get an email, despite waiting and checking my spam box etc.

So I signed up again, or tried to, but was told my credit card was already linked to an account!

I emailed customer services and got a fairly generic email back – not good. So I called Avis and chose option 5 ‘problems setting up a preferred account’ – this is not free call and I was holding for 20 minutes plus. When I did get through a lady who I considered to be rude simply said she could not help and I must email ‘database support’ – I am not sure how I can do this (obviously I can email them, but I am not prepared to put my credit card number into an email.

Eventually I pursuaded her to pass me to a supervisor, but this lady coul not help me either, and also said I woyuld have to emai my details in!

Avis clearly hold my details somewhere and I need to know where as it is sensitive information.

Please could someone help me.

Many thanks.

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/#comment-4073 Rob White- Marketing, Avis UK Thu, 20 Aug 2009 10:13:23 +0000 http://wetryharder.co.uk/?p=540#comment-4073 Hi Declan, firstly I cannot apologise enough for the limited responses you've received so far. Hopefully I can help get this resolved for you. I've put in a request to retrieve your password with our IT Service Desk. In the meantime, I can see if I can get your Avis Preferred account details updated for you if you like? Would you be able to email the requested changes to comments@avis.co.uk and I'll make sure that someone takes a look at this for you. With regards to your feedback about response times in general, I have passed this on to the Customer Service team to investigate. Once again I apologise for the frustrations you have experienced so far and please feel free to let me know if you have any further comments. Rob Hi Declan, firstly I cannot apologise enough for the limited responses you’ve received so far. Hopefully I can help get this resolved for you.

I’ve put in a request to retrieve your password with our IT Service Desk. In the meantime, I can see if I can get your Avis Preferred account details updated for you if you like? Would you be able to email the requested changes to comments@avis.co.uk and I’ll make sure that someone takes a look at this for you.

With regards to your feedback about response times in general, I have passed this on to the Customer Service team to investigate.

Once again I apologise for the frustrations you have experienced so far and please feel free to let me know if you have any further comments.

Rob

]]> By: Declan McCluskey http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/#comment-4072 Declan McCluskey Thu, 20 Aug 2009 08:22:01 +0000 http://wetryharder.co.uk/?p=540#comment-4072 I found the AVIS blog from a mailshot and was just going through some of the comments on Preferred and 'We try Harder'. I'm a preferred customer but when I changed company, and hence e-mail address I contacted AVIS by phone to try to change my details and retrieve my forgotten password (my fault I know), only to find the phone lines are only really for bookings - they had no idea who to put me in touch with. So I e-mailed them - three times - as on each occasion I wanted to book a car. Each time I get an auto response saying someone will be in touch within 5 days - e-mail guys, people expect quick response - but then on all three occasions have heard absolutely nothing! So they can't even meet a 5 day response....never mind 3 minutes! I have used the select series on several occasions and found it great, but as AVIS seems to have a strange attitude towards 'preferred' customers, they have now driven me to try [a competitor] and [a competitor] - who have proved to offer a great service as well. I've now had 3 cars from [competitor] - which could have been yours! Come on AVIS, stop trying to be clever with 'blogs' and just deal with basic customer service if you want to keep people loyal. I will use your 3 minute promise again, when you can contact me regarding my preferred account so I can actually book with you. I am posting this message here to see if this gets a quicker response - or whether this will be a one way blog like the one way customer service e-mail address. I found the AVIS blog from a mailshot and was just going through some of the comments on Preferred and ‘We try Harder’. I’m a preferred customer but when I changed company, and hence e-mail address I contacted AVIS by phone to try to change my details and retrieve my forgotten password (my fault I know), only to find the phone lines are only really for bookings – they had no idea who to put me in touch with.

So I e-mailed them – three times – as on each occasion I wanted to book a car. Each time I get an auto response saying someone will be in touch within 5 days – e-mail guys, people expect quick response – but then on all three occasions have heard absolutely nothing! So they can’t even meet a 5 day response….never mind 3 minutes!

I have used the select series on several occasions and found it great, but as AVIS seems to have a strange attitude towards ‘preferred’ customers, they have now driven me to try [a competitor] and [a competitor] – who have proved to offer a great service as well. I’ve now had 3 cars from [competitor] – which could have been yours!

Come on AVIS, stop trying to be clever with ‘blogs’ and just deal with basic customer service if you want to keep people loyal. I will use your 3 minute promise again, when you can contact me regarding my preferred account so I can actually book with you.

I am posting this message here to see if this gets a quicker response – or whether this will be a one way blog like the one way customer service e-mail address.

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/#comment-4071 Rob White- Marketing, Avis UK Tue, 18 Aug 2009 19:51:25 +0000 http://wetryharder.co.uk/?p=540#comment-4071 Interesting feedback Stefan and again I apologise for the frustrations caused. I'll follow this up with the team in Edinburgh. Rob Interesting feedback Stefan and again I apologise for the frustrations caused. I’ll follow this up with the team in Edinburgh.

Rob

]]> By: Stefan Paetow http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/#comment-4070 Stefan Paetow Tue, 18 Aug 2009 13:18:45 +0000 http://wetryharder.co.uk/?p=540#comment-4070 Interesting that you would list Edinburgh Airport as one of the locations with the 3 Minute Promise. There is NOTHING displayed anywhere in their new rental center telling customers about the 3 Minute Promise, and at the time of my first rental there (on August 1) I waited for the better part of 10 minutes for service. Granted, there were a few people in front of me, some were only trying to drop keys off (and there's no mention of a key drop inside - there is one in the cabin outside), but still... I waited. Only when one of the gents spotted the tell-tale Preferred card in my hand did he excuse himself from other customers and sorted me out (in 2 minutes, very impressive). So, I'll be looking at timing EDI staff again this weekend and report back what I find. But that'll still be one John Lewis voucher for me, thank you. Interesting that you would list Edinburgh Airport as one of the locations with the 3 Minute Promise. There is NOTHING displayed anywhere in their new rental center telling customers about the 3 Minute Promise, and at the time of my first rental there (on August 1) I waited for the better part of 10 minutes for service.

Granted, there were a few people in front of me, some were only trying to drop keys off (and there’s no mention of a key drop inside – there is one in the cabin outside), but still… I waited. Only when one of the gents spotted the tell-tale Preferred card in my hand did he excuse himself from other customers and sorted me out (in 2 minutes, very impressive).

So, I’ll be looking at timing EDI staff again this weekend and report back what I find. But that’ll still be one John Lewis voucher for me, thank you.

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/#comment-4069 Rob White- Marketing, Avis UK Mon, 17 Aug 2009 15:04:27 +0000 http://wetryharder.co.uk/?p=540#comment-4069 Hi Phil, I'm not sure why you were advised this as Avis Preferred members are eligible for the service regardless of whether they book via BA or not. Would you be able to email me your rental agreement number to comments@avis.co.uk and we'll take a look at this for you. Rob Hi Phil, I’m not sure why you were advised this as Avis Preferred members are eligible for the service regardless of whether they book via BA or not. Would you be able to email me your rental agreement number to comments@avis.co.uk and we’ll take a look at this for you.

Rob

]]> By: Phil http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/#comment-4068 Phil Mon, 17 Aug 2009 12:50:09 +0000 http://wetryharder.co.uk/?p=540#comment-4068 When is Preferred not Preferred? When you book with an AVIS partner! I booked a rental from LHR in June via the BA website. Due to a 6am arrival I checked twice with customer service before flying to confirm preferred status and fast pickup - confirmed. Arrived ... not only no record of me as preferred but the prepaid sum had not been allocated either. To avoid my having to pay twice it took the staff about 35 minutes to fix, with the promise that all would be well. It was another 35 minutes upon returning the car because the charges were still not sorted out. I asked about the STG20 for not meeting the 3 minute deadline and was then told that booking via BA cancels the prefered status. Has anyone else had this problem? When is Preferred not Preferred? When you book with an AVIS partner! I booked a rental from LHR in June via the BA website. Due to a 6am arrival I checked twice with customer service before flying to confirm preferred status and fast pickup – confirmed. Arrived … not only no record of me as preferred but the prepaid sum had not been allocated either. To avoid my having to pay twice it took the staff about 35 minutes to fix, with the promise that all would be well. It was another 35 minutes upon returning the car because the charges were still not sorted out. I asked about the STG20 for not meeting the 3 minute deadline and was then told that booking via BA cancels the prefered status. Has anyone else had this problem?

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/#comment-4067 Rob White- Marketing, Avis UK Thu, 09 Apr 2009 12:23:19 +0000 http://wetryharder.co.uk/?p=540#comment-4067 Hi Ganiyu, I apologise... I asked you to email your rental agreement number to me but neglected to provide you with the email address! If you can send it to comments@avis.co.uk then I'll escalate this with the customer service team and we'll come back with an explanation to you directly. Rob Hi Ganiyu, I apologise… I asked you to email your rental agreement number to me but neglected to provide you with the email address! If you can send it to comments@avis.co.uk then I’ll escalate this with the customer service team and we’ll come back with an explanation to you directly.

Rob

]]> By: Ganiyu Gasper http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/#comment-4066 Ganiyu Gasper Thu, 09 Apr 2009 11:32:31 +0000 http://wetryharder.co.uk/?p=540#comment-4066 Thanks Rob. Because i did not hear from you via phone or email i have just sent an email to customer service. I note that i have been charged an additional £17.05, I do not understand why? The car was left with no damage and the petrol tank was filled at a petrol station approx 2 miles away. Could you explain the charge please and why I should use Avis again? Thank you. Thanks Rob.

Because i did not hear from you via phone or email i have just sent an email to customer service.

I note that i have been charged an additional £17.05,

I do not understand why?

The car was left with no damage and the petrol tank was filled at a petrol station approx 2 miles away.

Could you explain the charge please and why I should use Avis again?

Thank you.

]]> By: Rob White- Marketing, Avis UK http://www.avis.co.uk/blog/where-can-you-find-the-avis-preferred-3-minute-promise/#comment-4065 Rob White- Marketing, Avis UK Mon, 06 Apr 2009 08:08:52 +0000 http://wetryharder.co.uk/?p=540#comment-4065 Hi Ganiyu, I am very sorry that you did not receive the service you expect from us. We consider our staff to be one of our biggest assets so it is disappointing to read that you feel you have been let down in this respect. Would you be able to email in your rental agreement number and will take a look into this? I'll also send this feedback to our Service Excellence team and the manager at this location. Rob Hi Ganiyu, I am very sorry that you did not receive the service you expect from us. We consider our staff to be one of our biggest assets so it is disappointing to read that you feel you have been let down in this respect. Would you be able to email in your rental agreement number and will take a look into this? I’ll also send this feedback to our Service Excellence team and the manager at this location.

Rob

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