While driving through the Central Queensland outback with her partner and mother, Tracey Allam noticed that their car’s antipollution light was on, the engine sounded rough, and it was only just chugging along.
As the provider of Roadside Assistance for the vehicle manufacturer, Mondial Assistance was contacted immediately. Customer Service Assistant, Natalie Taylor, advised Tracey not to drive the vehicle any further, and that it would have to be towed to a Dealership.
Tracey explained to Natalie that they were heading back home to Townsville, and needed to be there by 9pm, as her elderly mother, who was in a wheelchair, required medication at this time.
This case presented many challenges for our Roadside Assistance Team. Time was of the essence, and our customers were still 200 kilometres from home in Townsville.
Customer Service Assistant, Natalie whipped into action, arranging the best possible solution. First, Natalie considered organising a tow truck provider and a taxi to transport Tracey’s car and family. However, Tracey’s partner preferred them all to stay with the vehicle, so they opted to travel with the tow truck provider to the closest town, Ayer.
The next challenge was trying to locate a hire car at such short notice, as they were all booked out. Bennedine Woods, another Customer Service Assistant working closely with Natalie on this case, managed to arrange a loan vehicle for the night, from the Ayer Dealership of the manufacturer of Tracey’s vehicle.
The tow truck provider delivered Tracey, her family and their vehicle to Ayer, even shouting them a coffee, while they waited for delivery of the loan car. Once the car arrived, Tracey and her family were able to drive home safely to Townsville, well before the required time, while Tracey’s vehicle was taken to the Dealership for repairs.
As Tracey could only have the loan vehicle for the night, the search was still on for a hire car to drive, while her car was being repaired. A car was finally located at Townsville Airport. The following day, Tracey returned the loan vehicle to the local Dealership in Townsville who then drove her to the airport to collect her hire car.
Tracey saved over $2,000.
As well as a great deal of anxiety and potential medical complications, Tracey saved $2,057.37 on towing and hire car costs, thanks to Mondial Assistance.
“Thank you so much for the excellent service provided by your Automotive Assistance team. The girls from Customer Service were amazing. First Natalie looked after us and then Bennedine took over. They kept calling to give us updates and see if we were OK. I don’t know what we would have done without them.”
Tracy Allam
ABOVE LEFT: Customer Service Assistants, Natalie Taylor and Bennendine Woods, from our Roadside Assistance Team, worked together to ensure a family reached their destination in time to avoid medical complications.
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 being truly connected to the people we’re assisting in a caring way. In this case, Mondial Assistance was able to rely on professional connections to source the required service providers quickly, to meet a serious medical deadline. Saving the customer from a potential health crisis.
In 2006, our Automotive Assistance team assisted with 68,000 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.
Our Roadside Assistance cover is the key to your safety, 24 hours a day, 7 days a week, 365 days a year. Join today and enjoy peace of mind, knowing that your vehicle is covered by our nationwide provider network.
