Have you ever experienced a recurring problem with your vehicle? It can be extremely frustrating, as Gary Hector recently discovered. Initially, Gary forgot that he had the manufacturer’s Roadside Assistance, so when his car broke down again, he called RACQ. The RACQ mechanic jumpstarted his vehicle and confirmed that the battery was being drained, due to a thermo fan fault.

This was not a new problem. Gary’s vehicle had been back to the manufacturer for repairs on numerous occasions. In the past, the fault had been repaired under warranty, however now he was annoyed because his vehicle had only just come out of warranty, and the same problem was still occurring.

Then Gary remembered that he had the manufacturer’s Roadside Assistance. As the provider of Roadside Assistance for the manufacturer of his vehicle, Gary contacted Mondial Assistance for advice on how to address this ongoing problem. 

Customer Service Assistant, Bridget Albiston, from our Roadside Assistance team, helped Gary make contact with the manufacturer’s head office and arranged for their Customer Service department to assist Gary.

Mondial Assistance then liaised with the manufacturer to have Gary’s vehicle towed to a dealership, where repairs could be performed. The manufacturer ensured that the dealership repaired the vehicle properly.

Gary was extremely appreciative of the assistance provided by Bridget from Roadside Assistance. He was also very relieved to have the fault with his vehicle rectified – once and for all! 

Gary saved $200.
As well as a great deal of frustration and anxiety, Gary saved $200 in towing expenses. He also avoided potential future repair bills that may have resulted from the fault having to be fixed again and again, now that his car was out of warranty.
 
“Thank you for solving a very frustrating problem with my car. I was extremely disappointed in the dealership, but you were able to get them to fix my car’s ongoing problems, which first began while still under warranty. I was very impressed with the phone calls you made and the fact that you called me back to keep me updated. It was brilliant! I own a restaurant, so I understand the importance of customer service. It’s certainly lacking in many businesses these days – but definitely not yours. I just wish I’d thought to call you earlier!”
Gary Hector

ABOVE LEFT: Customer Service Assistant, Bridget Albiston, from our Roadside Assistance Team, liaised with the manufacturer to reach a long-term solution to an annoying ongoing mechanical problem. 

You’re in good hands with Mondial Assistance.
At Mondial Assistance, our experienced team 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 manufacturer clients ensures that their customers receive the best possible outcome and standard of service. 

In this case, we wanted to make sure that the customer didn’t just receive a short-term fix, but a long-term solution for the ultimate performance of his vehicle, saving him from further frustration, stress and cost.

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.