Advantages very helpful call centre staff, reasonable pick up ~ 30 minutes, useful patrol staff that have ability to judge each case.
Disadvantages not come across any yet
The Automobile Association (AA) motorbreakdown service has been in operation for almost 100 years. Today, it provides a much larger network of services together with an effective breakdown and recovery service. Even though the Centrica Group has bought the AA exactly 3 years ago I have not noticed any change in handling of customer breakdown calls and patrol operation.
I have been a member of the AA breakdown service for a few years now under the AA’s most basic policy with joint cover for 2 people living at the same address. During my time as a member, we have called out the AA on several occasions for breakdowns ranging from a puncture, blown exhaust and a failed water pump on the second car in our household. With each incident, the time taken for the AA to reach us after the making the call was approximately 30 - 40 minutes and we have been satisfied with the service received. Although our policy is the most basic one known as ‘Roadside’, which is only meant to transport you to the nearest garage within 10 miles but on 2 occasions previously we had broken down more than 10 miles from home. The last time was on the A50 Stoke at about 9.30p.m. and we were towed about 30 miles to home where the nearest garage was. I guess it depends on the time and nature of your call, as one cannot expect garages in the UK to stay open after 6p.m. So, the AA so far always seem to have the customer’s safety and well being at heart!Recent Breakdown & Handling of calls by Customer Service
Recently, however, I have had to call the AA out for breakdown of my own car (alfa romeo – they must be more reliable!) so its given me time to re-assess the level of AA service offered and received in current times.I was about 2 miles away from my local area on route to my new house to take delivery of a new electrical household product, whilst stuck in stationary traffic on a High Street on a busy Friday lunchtime. When the traffic started to move, my car failed and lost all power. I tried the ignition and no power, all cut out. I called the AA on the 0800 breakdown number using my mobile to report the breakdown at 12.00. A friendly female operator logged my call. I didn’t know the name of the street I was on but did know the name of the town. I also pointed out that I was on a busy street and blocking all the traffic and that a backlog of traffic was building up. I also mentioned I was 8 months pregnant. She told me not to worry and that the AA would stay in touch with me using text messages. Within 2 minutes, I received a text message informing me that the AA were on its way and would be with me by 12.40.
So, I stayed in the car waiting and watching the miles of backlog of traffic building up…there was nothing I could do. Then at last a male pedestrian came to my rescue and pushed me further down the road (out of the bottleneck) so cars could pass me. Then within 5 minutes, the police arrived, pushed my car into the next side street away from the main road, and advised me to go for a coffee.
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