Wednesday, May 9, 2012

Complaining Like A Pro


On Sunday Robyn and I returned from a whirlwind road trip where we visted Las Vegas (briefly), the Hoover Dam, Zion and Bryce Canyons in Utah, and the Grand Canyon in Arizona.

We rented from Avis (a Dodge Avenger, if you must know) and once we pulled out onto the highway, I was not impressed to discover that the windwhield washer fluid tank was bone-dry. This was especially annoying after being nickel-and-dimed on second driver fees, insurance fees, and all the other hidden fees in a car rental in 'Murka. After complaining aloud to Robyn for an hour, I bought a jug of washer fluid for $4 and shut up about it.

When we returned the car, the agent asked us how it went. I told him (in about these words) that "the rental was fine but I was totally unimpressed to find the washer fluid tank completely empty". I told him I spent four bucks on fluid and topped it off myself. He said "let me see what I can do" and when he came back he offered us a $25 credit against our rental.

You know what? I was totally content. I complained politely instead of making a fuss, and he made up for the small hassle in a respectable way. I also appreciated the fact that our first point of contact was able to issue that credit - we didn't have to talk to a manager, or a manager's manager.

Thanks Avis - I appreciated the hassle-free problem resolution! I'd definitely rent from you again, but I'll be checking my fluid levels before leaving the lot.