Those days in Lisbon I was driving a big car and my feelings were mixed. I thought I would get a Mercedes and feel very smooth. At pickup the counter staff gave me a same group VW with extra seats. It looked nice and big but one seat in the back would not fold down at all. We had a lot of bags so the trunk space became very small. People and luggage were squeezed together and every time we stopped the car I felt a bit annoyed. I was also a bit nervous because I had already left Lisbon and my time was very tight. It was not really possible to drive back to the branch for a slow check. I was worried that no one would care about this situation and I would just have to accept it. When their customer support contacted me I felt someone was really watching this problem for me. The first call came when I was about to go out. The street was noisy and I stood in a corner and slowly explained the car problem. I used simple words to tell how the back seat would not go down and how our luggage was pushed up to the back. The person on the phone listened very carefully and kept checking details. There was no rush and no cutting of my words. In the next days I sometimes got follow up messages from them. I felt like one person on their side was always helping me talk with the rental company. I knew they were asking the rental staff and also checking with the middle partner. I just gave them everything I could give from my side. I was still on the road and could not go to a branch but I did not feel dropped. They did not tell me to solve it all by myself. They kept saying they would keep helping me. When the compensation was finally confirmed I was a bit surprised. At first I thought this kind of car condition issue is hard to explain especially because I already left the pickup place. During the whole time I really felt this one to one care. On the phone and when they later explained the result to me I felt as a young person that I was not alone facing a cold rental desk and long English rules. It felt like someone stood on my side and pulled the whole thing slowly to a fair result. The problem with the back seat did bring trouble to our trip but when I think of this experience now the first thing in my mind is not the seat that would not fold. It is the feeling that someone took my small problem seriously and kept following it. QEEQ for me was like a partner next to the car not sitting in it but helping me handle the part that I could not manage.
Odkryj, jak nasza usługa pomogła innym klientom
