The saga continues. I'll post the reply if I receive one.
From: Brett Wayn
Date: 7 April 2009 1:56:17 PM
To: XXXXX@avisbudget.com
Subject: Re: AVIS Customer Satisfaction Survey
Thanks Kathie,
I'll try and keep this to bullet points.
(1) I used to have an Australian created Wizard profile. It was originally created before I was a Microsoft employee. Once I became a Microsoft employee, no matter how hard I tried (online, at the Preferred counter, on the phone, at the regular counter) noone was able to attach the Microsoft WW discount code to the profile so I was consistently overcharged for rentals. I was also unable to attach my California drivers licence and my corporate Amex so I was never on the board, and always had to go to the booth.
(2) after much discussion with a variety of teams over several months, we eventually resolved this by deleting the Australian Wizard proflle and starting from scratch with a new US profile.
(3) My next reservation after that was screwed up again by AMEX travel who, even though I had advised them of the new profile, managed to book using my old profile and once again I had to go to the booth to sort it out. In this case, no fault of Avis.
(4) My most recent reservation was made on the new profile and when I arrived at the airport, once again I had to go to the booth. By now, as you can imagine, my frustration level is off the charts. Turns out - wait for it, Kathie - that the new Wizard Profile that I created via avis.com with my California Licence, Microsoft corporate discount code and Microsoft corporate Amex - is, for whatever moronic reason, not a Preferred profile. WTF? Someone at the booth put me on a "Hot" list and said that they promised they would amend this. I have yet to book again to see if everything is working. Maybe you can give me hope?
Kathie - for years and years I flew around the world before working for Microsoft, and I used Hertz Number One Club. I never had these issues with Hertz even with multiple changes in credit cards, drivers licence numbers and so on.
This was obviously a very poor customer experience, which is why I have frequently blogged and Twittered to my social network and other followers recommending that they don't use Avis. I will however also post this email as evidence of the fact that if you complain loudly enough, someone at Avis is listening and I do so hope that once and for all, my problems will abate and I will be able to use your service with ease. I might even start recommending you as a company that listens, responds and makes amends for their past mistakes.
You might also give some thought to managing your Wizard systems differently to respect the need that there are people who are global travelers and for whom being tied to a single geography makes no sense.
With kind regards,
Brett Wayn
Dear Brett Wayn,
Thank you for taking the time to complete our online survey regarding the rental specified below:
Renter Name: Brett Wayn
Check-in Date: April 03, 2009
Check-in Location: Seattle-Tacoma International Airport
Reference Number: U619808501
I am sorry to hear we did not meet your expectations.
We would like the opportunity to better understand why you were dissatisfied and resolve any outstanding issues.
If you would like to provide more feedback on why your rental was unsatisfactory, simply click on the "reply" button to email our customer service team directly.
Thank you for your time.
Kathie Sullivan
Manager
Avis Customer Service
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