Chantelle
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Il servizio clienti di Gerry è stato ottimo, ma sfortunatamente il veicolo non era in condizioni idonee per il noleggio. La batteria è stata scollegata a causa della ruggine e il risultato è stato un guasto che ha richiesto diversi tentativi per essere risolto. C'erano anche altri piccoli problemi con il veicolo che non erano stati rilevati durante i controlli di manutenzione
Risposta da Gerry
I'm really sorry that Chantelle's booking was disrupted due to an unexpected mechanical issue that couldn't have been anticipated. We have a strong system in place for situations like this, which involves reaching out to our roadside assistance partner to handle any breakdowns. Unfortunately, the process wasn't followed as it should have been this time.
To make things right, I arranged for a second callout which should have been made by the hirer (as explained during the induction and covered in our manual) and thankfully, the problem was fully resolved in about 40 minutes.
In retrospect, I did my best to support Chantelle throughout the weekend, taking on tasks that normally wouldn't be expected of me in similar situations. My goal has always been to resolve these issues quickly, amicably, and fairly, within the limits of what I can do.