Paul Jacobson purchased a pre-owned vehicle in September 2007. Shortly after, he realised he hadn’t received his Used Car Warranty from the manufacturer dealership. So Paul contacted his local dealership, and was advised that the Warranty was being issued. When he still didn’t receive the Warranty, Paul decided to contact the manufacturer head office.

As Mondial Assistance is the provider of the manufacturer’s Roadside Assistance and Customer Enquiries, the call was answered by our Customer Service Assistant, Arran Hicks. Arran listened to Paul’s concerns, and advised that he would follow up the Warranty with the dealership and Warranty provider.

Arran contacted Paul’s local dealership to discuss the matter, and was able to assist, by quickly resolving an oversight in the paperwork. During this process, Arran kept Paul informed, so he no longer had to worry about pursuing the Warranty. Paul was extremely pleased when Arran called to confirm that the Warranty for his vehicle had been issued.

“A few weeks ago, I had an issue with my local dealership about a used car warranty. Rather than get the usual run around from their sales staff, I decided to contact their head office direct. After advising Arran in your telephone call centre about the ongoing issue I was having with the dealership, he immediately commenced communication.

Throughout the next couple of weeks, Arran continually contacted me with updates about my issue, until the final day arrived when all my problems had been rectified... let me tell you, it's only thanks to Arran's persistence that I no longer have any more problems, and am now a very pleased owner of the vehicle.

Well done Arran, you excelled yourself. Keep up the good work and thankyou for employing quality staff in your call centre of a high calibre like Arran.”

ABOVE LEFT: Customer Service Assistant, Arran Hicks, helped resolve an ongoing Warranty issue for a very relieved customer.

You’re in good hands with Mondial Assistance

Our commitment to professionalism means that we consistently deliver high standards of service to our customers. In this case, our professional approach achieved the best solution for the customer, by communicating effectively with both parties to ensure that the Warranty issue was settled as quickly as possible.

In 2007, our Automotive Assistance team helped with 71,700 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 Australia is a leading provider of Assistance services. Around the clock, around the world, we're always ready to help you - whatever it takes.