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388 posts

Ultimate Geek
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Topic # 192324 6-Mar-2016 17:16
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I want to send an email to the CEO of NZ AA Brian Gibbons or at least his PA around appalling service on a call out at 3am which was a tended by a contractor.

I have tried a couple of email formats that bounce back.
Anyone have any ideas ?
Ta

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  Reply # 1506994 6-Mar-2016 17:21
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What happened sounds interesting? I refuse to use any AA service



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  Reply # 1507024 6-Mar-2016 17:53
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johnr: What happened sounds interesting? I refuse to use any AA service

 

 

 

Basically i had a call out for a flat battery at 3am in Christchurch.

 

At that time of day the service is contracted out to a Towie company.

 

Problem was a flat battery in a Diesel 4wd truck.

 

Bottom line was the contractor did not have the equipment or the expertise to start the vehicle.

 

I got it towed a safe destination and the following day got a REAL AA person to come out.

 

They started the vehicle within a minute.

 

 

 

There was some other incidents with the after hours service with his rude behavior and lack of knowledge.

 

 

 

The AA service is fantastic, the after hours which is contracted out is awful.

 

So back to the question, best way to make sure the CEO or a person high up reads my complaint.?

 

 

 

 

 

 


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  Reply # 1507048 6-Mar-2016 18:00
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beenz:

 

johnr: What happened sounds interesting? I refuse to use any AA service

 

 

 

Basically i had a call out for a flat battery at 3am in Christchurch.

 

At that time of day the service is contracted out to a Towie company.

 

Problem was a flat battery in a Diesel 4wd truck.

 

Bottom line was the contractor did not have the equipment or the expertise to start the vehicle.

 

I got it towed a safe destination and the following day got a REAL AA person to come out.

 

They started the vehicle within a minute.

 

 

 

There was some other incidents with the after hours service with his rude behavior and lack of knowledge.

 

 

 

The AA service is fantastic, the after hours which is contracted out is awful.

 

So back to the question, best way to make sure the CEO or a person high up reads my complaint.?

 

 

 

 

 

 

 

 

 

 

It is pretty difficult to get in touch with upper management in many companies. Many are well shielded by their underlings.  Even if you ask them to escalate it, many companies will ignore the request. Writing an actual letter addressed to the CEO may be the only way to definitely get it there. I do find though with these types of services, that it is common for them to subcontract out the services. Especially in rural areas. So potentially you can have multiple services subcontracting out to the same subbie. I however have never had any issue with the subbies they use, as most should be professional companies with their own local garage. I think for the time of day, their main responsibly was to get you home safely and off the road, rather than to solve the issue.




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Ultimate Geek
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  Reply # 1507055 6-Mar-2016 18:12
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The incident was in Central Christchurch.

 

The subbie was totally un-professional swearing and cursing as he attempted to do the job.

 

He did not get me home I got a lift from a friend.

 

I would expect at the very least that a subbie had the tools and the expertise to jump start a vehiccle, this is pretty basic service which the AA person did in a minute.

 

So sorry but I do not accept what you are saying.

 

Thanks

 

 

 

 


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  Reply # 1507062 6-Mar-2016 18:37
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Why the need to contact a CEO directly? If your internet wasn't going would you immediately try to contact the CEO of your ISP?

 

I'm sure a company like the AA would have a complaints process, and such a process would ensure that the most appropriate people would find out about issues. Complaining to the CEO isn't necessarily going to make this process any faster. Sure if the complaints process fails then you would want to escalate something, but seeing as you presumably haven't contacted them yet I'm unsure why you'd think going straight to the CEO is the best approach.

 

 

 

 

 

 


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  Reply # 1507138 6-Mar-2016 21:45
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sbiddle:

 

Why the need to contact a CEO directly? If your internet wasn't going would you immediately try to contact the CEO of your ISP?

 

I'm sure a company like the AA would have a complaints process, and such a process would ensure that the most appropriate people would find out about issues. Complaining to the CEO isn't necessarily going to make this process any faster. Sure if the complaints process fails then you would want to escalate something, but seeing as you presumably haven't contacted them yet I'm unsure why you'd think going straight to the CEO is the best approach.

 

 

 

Agreed, it's like driving a nail into wood, with a tactical nuke. 

 

Sure your issue was inconvenient, esp at 3am and sure they should try and have the right equipment and knowledge staff at all locations at all times of the day, but the reality is it's not likely possible. Some cracks will occur. 

 

Find the complaints email and send it to there. If you want the AA to continue to offer you good service normally, you need to let the people who lead those decisions have time to do that, which won't happen if everyone emails the CEO.


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  Reply # 1522765 30-Mar-2016 13:10
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I've never had a 'real' AA person attend a callout in NZ - I did not even know there were any!

 

 






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  Reply # 1522768 30-Mar-2016 13:12
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Geektastic:

 

I've never had a 'real' AA person attend a callout in NZ - I did not even know there were any!

 

 

 

 

 

 

I've never not had one, I assume they must contract out rural areas for cost savings which is sensible. 


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