When you travel alone the worst thing is when something goes wrong and you do not know who will really help you. I went to Auckland in New Zealand and booked a car with QEEQ. I picked up a Toyota Corolla hatchback from Yes Rentals around the morning of March 13 and I returned it very late the next night. At the counter everything looked normal. The car was clean and the staff gave me the keys. I felt pretty happy and free. The real problem started when I drove toward Rotorua. That day the sun was very strong. I turned on the air conditioner and tried to change the fan and the temperature. The wind was never cold. It was just warm air blowing around in the car. I had to open all the windows. The wind was so loud and it was still very hot inside. I was driving alone on roads I did not know very well. I started to feel a bit dizzy and I kept thinking that I might get heatstroke if this kept going. I also tried every USB port in the car. I changed cables many times. My phone still could not charge. When you travel alone your phone and your map are very important. I watched my battery go down and I became more and more nervous. On that road I was half watching the traffic and half counting how long my phone could stay on. My mood changed from feeling excited about the trip to feeling unlucky and stressed. I contacted the rental company first. They only said they received my message and then they stopped replying. I was in a foreign country and I did not want to waste all my time waiting. That night when I reached my place I was very tired and also upset. I really wanted someone to listen to the whole story and take it seriously. So I reached out to the platform support. From the first time I explained the problem I could feel that one person was always following my case. When I came back to talk again they already knew my order. They knew I had trouble with the weak air conditioner and the USB ports that did not work. They also knew I was alone in a hot volcanic area and almost felt sick in the car. During the next days I shared more details about what happened. I also sent the video that showed the air conditioner problem. I was worried this thing would be very slow or that I would only get a very small refund in the end. Still I felt a bit calm because every time there was some new progress they told me. They explained what the rental company said and what they were trying to get for me. I did not have to sit there and guess. When the rental company first wanted to refund only a small part I felt it was not fair at all. My experience in that heat was much worse than that. At that time they did not just ask me to fight with the rental company by myself. They kept talking with the rental side for me. I could feel that someone was standing with me. They sent my feelings and my facts back to the rental company again and again. After that they brought me a plan that gave back most of the money. They asked if this worked for me. When I saw the amount I finally felt that my bad experience was at least taken seriously. I did not feel like I was left alone in the dark anymore. For a solo traveler like me the problem with the car was really annoying. What scares me more is when nobody listens or cares. On this trip the car itself was not good but the way the support followed my problem made a big difference. Every time I contacted them they already knew the latest step and they explained the next step in simple words. When I think back I believe that if it was only me talking to the rental company I would give up early and lose a lot of money. Because there was this kind of dedicated customer service that kept an eye on my case I could hold on and finish the process. For someone driving alone around New Zealand this feeling of being watched over and looked after is very important.
Odkryj, jak nasza usługa pomogła innym klientom
