My parents took out a roadside assistance plan with AA because it is a well known company. they left this morning at 3AM to go on their road trip from Johannesburg to Cape Town. Caravan packed and off they go looking forward to their holiday. At about 12PM i received a sms that their caravan lost a wheel and they are stuck along the side of the road 40 km outside of Kimberly. They contacted AA roadside assistance - customer care - and to a shocking surprise AA roadside customer service was not customer friendly and was not helpful at all. Contradicting statements was given at all times. No one in customer service could assist directly - they had to call the supervisor for every questions my parents had to asked and hours later they arrived in Kimberly only to find out that that the information given to my parents from AA roadside customer service agents was incorrect information shared. Is this acceptable? Should call centre agents be trained when dealing with an insurance issue? No wonder we as customers land up screaming and shouting at a service centre when we do not get the assistance we pay for and incorrect information that was given?
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