Sixt
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Brand new car broke down in Lucca
Brand new car broke down in Lucca. My concern and frustration were that when I called the roadside assistance number, I was asked 3 times to press 2 for English, which I did. However, all three times the person that picked up the phone did not speak any English. I understand that everyone would not speak English in Italy as it is not the native language, however when the voice prompts ask you to press 2 for English there is an expectation that someone will be speak English. I was emailing that evening out of desperation, because 3 times I was told that someone would call me back in English and it took an hour for that to happen. Why is there a prompt to speak English when no one is available to speak the language? It was a very frustrating experience to have the car breakdown in the first place, but the customer service from the roadside assistance line only added to the stress. When the gentleman finally called back, he refused to provide his number so I could contact him if there was a problem with the tow company. He promised me there would be text communication, however that NEVER happened!!. Thankfully we had someone with us when the car broke down or we literally would've been stranded in Lucca. No one that day ever communicated to me that I could go to the Pisa airport and get a new car. Somehow while I was waiting for the tow truck, I thought there might actually be an office in Lucca, so I looked it up on my phone and found the Pisa Airport location. Why didn't the roadside assistance person tell me to go to the Pisa Airport? We would've literally been left on our own in the Lucca parking lot. I appreciate everyone reaching out the next day but what were we supposed to do in the meantime? Sit in the parking lot at Lucca? Rent a hotel room and hope that someone called me back the next day? I work in the health care call center industry, and we utilize a translation service so that any call, in almost any language, can be translated. I think the roadside assistance office should utilize a service like that. Not only will it provide better customer service, but I can almost guarantee it will increase sales if you use it in your advertising. I would like to take this time to commend the Airport staff for their assistance. Eleonora and Damiano were exceptional in the service and follow up they provided. We got to the Pisa airport and Damiano couldn't have been more helpful. He was calm, apologetic, and helpful. He got us in an out of the office in 10 minutes or less. The airport staff provided EXCELLENT customer service, but the roadside assistance service only made the situation more frustrating. I would be happy to discuss this further and provide any additional information that might be helpful to improve the service provided.