Driving a convertible is an exhilarating experience – until the roof gets stuck while it’s open! This was the unfortunate situation Mike Packett found himself in, one Saturday afternoon. After trying many times, he was unable to close the roof and even worse, the manual closing tool had been left at the dealership after a recent service, so he couldn’t do it manually either. As the provider of Roadside Assistance for the manufacturer of his vehicle, Mike’s call for help came through to Mondial Assistance .

Our Customer Service Assistant, Cameron Goldspink made enquiries to try to determine the best way to close the roof. They really needed the manual closing tool to do the job, but the nearest dealership was now closed until Monday morning. Transporting the vehicle wasn’t an option either, as the wind resistance would rip the roof off!

Mike didn’t want to wait until Monday, as he was in the Hunter Valley, and needed to be back in Sydney on Sunday. So Cameron and another Customer Service Assistant, Amy Andrew, whipped into action, considering other options.

Amy was able to locate the closest dealership’s emergency number, successfully contacting the Dealer Principal, and asking for a manual closing tool. The Dealer Principal was most helpful, offering to go into the dealership (even though he lived an hour away) to locate the manual closing tool.  

During this time, Amy kept Mike updated on what was happening. With the drive back to Sydney ahead of him, he was anxious to leave during the afternoon.

A manual closing tool was located, and  one of our Providers went to pick it up and immediately delivered it to Mike, so he could close his convertible’s roof and commence the journey home.

Mike was extremely pleased with the assistance he received from Mondial Assistance, and the service from the dealer, which enabled him to make  it back to Sydney in plenty of time.

I thought the service was A+! Even though I had to talk to a number of different Call Centre operators, I never had to repeat my story. The internal communication was excellent. I was very impressed with the way my problem was handled, particularly on a Sunday. Everyone at Mondial Assistance was willing to go that extra mile – especially the Customer Service Assistant, who immediately took control of the situation to find a solution. Without your help, I would have been stranded in the Hunter Valley with no way of getting back to Sydney. In the past, I have questioned the value of your Roadside Assistance, but when you strike a problem like this, you realise how invaluable it is. Just using it once was more than enough to pay for itself!
Mike Packett

ABOVE LEFT: Customer Service Assistants, Cameron Goldspink and Amy Andrew from our Roadside Assistance Team, didn’t give up until they found a way to close the roof of Mike’s convertible.

You’re in good hands with Mondial Assistance.

At Mondial Assistance, our experienced teams would not be able to help clients and their customers as well as we do, without caring for the people we’re assisting. The connection we have with our clients ensures that their customers receive the best possible outcome and standard of service.

In this case, our connection with the automotive dealership allowed us to provide invaluable service to the customer, so he could return home in a safe and timely manner.

In 2006, our Automotive Assistance team helped with 68,000 roadside breakdowns Australia-wide, and 3.5 million cases globally. Yet, in every case, we strive to provide a superior level of personal service, which sets Mondial Assistance apart.

Mondial Assistance is the global leader of travel insurance and assistance. Around the clock, around the world, we're always ready to help you - whatever it takes.