O/T Update: Kudos to Budget/Ryder (LONG) - Off-Road Forums & Discussion Groups
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post #1 of (permalink) Old 12-05-2002, 03:18 PM Thread Starter
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O/T Update: Kudos to Budget/Ryder (LONG)

Ok Jeepers, Listen Up! Here's an update on The Trip from Hell that I recently had the enjoyment of enduring.

Background:

1. I've constantly recommended and mentioned Ryder in my posts as a truck rental company
2. It was time to put my money where my mouth's been...
3. The trip was from River Falls Wisconsin to Rockford Washington, over 1400 miles.

Things I learned BEFORE renting.

1. If you schedule a rental far in advance of the need you will get a better rate on the rental.
2. The rental ain't cheap, no matter how you cut it...
3. Don't shop price. The truck is the Good, and it provides the Service... it's a package deal. Be comfortable with the company with which you deal.
4. You may have to deal with them again someday.

Things I learned during the Trip:

1. Just like Jeeps, even rental trucks break down.
2. The original rental truck ( a 24' Ryder Rental Truck) broke down 4 times.
3. The car carrier broke once.
4. The swapped rental truck (a 24' Budget Rental Truck) had three varied problems, however none were fatal.
5. Schedule more time than needed to complete the trip. I was delayed 4 days waiting for a swap vehicle and in break downs. It's fortunate I was retired. Had I been working the loss of pay would have been a big issue in resolution.
6. Be patient if you do break down... you're not going to gain anything by yelling at the Customer Service or the Emergency RoadSide Service groups.
7. Fire off an Email to the company detailing your frustration and problems.
8. Take Darned Good Care of the Truck you're driving.
9. Have a Cell phone available... you may need it.
10. Document the problems, remember the 5 W's:
a. Who.
b. What.
c. Why.
d. When.
e. Where.
12. Customer service is not always the way YOU think it should be (see # 6 above).
13. Customer service personnel are rarely empowered to resolve a problem.
14. You've got to be the focal point for the resolution.
15. Be proactive, not pushy, not nasty, but clear, concise and pointed.
16. Don't be afraid to ask... what's the worst that can happen?
17. Don't be afraid to ask for a supervisor or a manager if you're unsatisfied.
18. Remember - there are always two sides to every story/problem - try to understand theirs and you'll have a better understanding of your position.
19. The truck trailered the Jeep just fine.
20. You can make it up the Rockies and the Blue Mountians hauling the contents of a 6 bedroom home while trailering a Jeep.
21. Other drivers are Crazy when they get around a big truck. Drive accordingly!
22. I gained much sympanty and empanty for Semi and Cartage Truck Drivers.

Things I learned after the trip:

1. The company you're dealing with isn't in business to give away the store.
2. Present your need and request for a resolution in a kind and nice manner.
3. Don't ask for the Moon in compensation... it's not fair to the company you're working with. Their pockets aren't as deep as you think they are.
4. You're not going to accomplish anything trying to put them out of business for your "pain and suffering" endured on the trip.

<font color="red">Resolution </font color>:

1. Theresa, from Budget called my cell phone while I was on the road to:
a. Find out if I was back on the road.
b. Let me know of the compensation and resouliton policy of Budget/Ryder.
2. After the trip was completed compensation was offered to me by Theresa. I did not agree with the offer and counter offered what I though was a reasonable offer:
3. Theresa took the offer to her superior, Misty.
4. Misty Accepted.
5. Compensation consisted of:
a. 50% off the truck rental.
b. Reimbursement of motel charges.
c. Reimbursement of food for the down time.
6. The agreed compensation was fair to both parties.
7. The matter was closed.
<font color="black">8. Would I rent from Budget Ryder again?</font color>

a. <font color="red">Yes</font color>.

b. Now I have a "secret phone number" to make my arrangements.
c. If anyone needs that phone number Email me and I'll send it to you... and tell Theresa I sent ya...

9. So, as you can see, all ended well ...

<font color="red">Ain't Life Grand! </font color>

So you want to rent a truck! Click here =======&gt;

Or Send me a message for that number!

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post #2 of (permalink) Old 12-05-2002, 03:39 PM
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Re: O/T Update: Kudos to Budget/Ryder (LONG)

Exactly right on dealing with customer service people, about 90% of the time. They want to do everything possible for reasonable, likeable people. And they will try to screw a jerk every way they can. The other 10% of the time, they want to screw everybody. Maybe it's only 1%. I haven't gotten one of them in a long time.
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post #3 of (permalink) Old 12-05-2002, 03:57 PM
 
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Re: O/T Update: Kudos to Budget/Ryder (LONG)

Do they rent trailers cross country?

Scott...
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post #4 of (permalink) Old 12-05-2002, 04:02 PM
 
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Re: O/T Update: Kudos to Budget/Ryder (LONG)

as a long term manager withg ryder, on the logistics side of the house, i feel i should point out a couple items... first, ryder sold budget a couple years ago.. even though a lot of the trucks may still faintly say ryder, they are not under the ryder roof anymore. budget has also filed for bankruptcy. this may also explain the abnormal amount of breakdowns, as a scheduled maintenance might not be performed as regular as it used to be. that all being said, i still rent my cars and trucks from budget.
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post #5 of (permalink) Old 12-05-2002, 04:30 PM Thread Starter
Way Outta Control
 
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Re: O/T Update: Kudos to Budget/Ryder (LONG)

Yep... but it's gonna cost ya!
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post #6 of (permalink) Old 12-06-2002, 01:27 AM
 
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Re: O/T Update: Kudos to Budget/Ryder (LONG)

LEVE:
I am glad you got things worked out. You got more than I thought they would ever give. I thought you would be dang lucky if you got 50% off your rental costs. I would not expect 100% as the trucks actually got you to your destination. Congrats!. I completely agree with treating Customer Service reps with respect dignity and kindness. As my Mama used to say "You can attract more flies with honey than vinegar." I never heard a more true statement. Most of the time people treat the reps very poorly and when you treat them well they will be more willing to help you. Congrats, again on a successful move. [img]images/graemlins/smile.gif[/img]
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