FredTransit Posted October 16, 2014 Author Share Posted October 16, 2014 I emailed the CEO of the RAC yesterday and still no reply. Customer service is none existant Link to comment Share on other sites More sharing options...
Richard Posted October 16, 2014 Share Posted October 16, 2014 In my experience a quick answer means you are being fobbed off, so it's no bad thing that he's taking a while to get back to you. Link to comment Share on other sites More sharing options...
FredTransit Posted October 16, 2014 Author Share Posted October 16, 2014 Fair point. Just an acknowledgment would be nice Link to comment Share on other sites More sharing options...
FredTransit Posted October 16, 2014 Author Share Posted October 16, 2014 I have now had a reply from the incident manager, not the CEO. He tells me C&S have inspected the van (WHY?). This is looking like the RAC want to shift the blame. I have replied that I do not want to be catght up in a denial of liabily argument, and if the RAC wont accept liability I will have to resort to legal action. Oh and C&S, I've shown you mine, now you show me yours..... Link to comment Share on other sites More sharing options...
Pillock Posted October 16, 2014 Share Posted October 16, 2014 You won't get a reply from the CEO. He will know nothing of what a truck is, or who C&S are, he is the man who employs people to make decisions. Your letter will have gone to an appropriate person who will reply. They will know more and be able to tell you more. Every time you need to reply, sit on it. Sleep on it if needed. I used to respond to similar letters to my CEO on behalf of him and the calmer and more rational the complaint, the faster it was dealt with. Sweary ones and OMGIMSOANGRY would get dealt with later. Banger Kenny, hauserplenty and mat_the_cat 3 Link to comment Share on other sites More sharing options...
trigger Posted October 16, 2014 Share Posted October 16, 2014 I won't lie, I'm a little confused by this whole situation, so please correct me here, But the way i see it is that you rang the RAC, they sent a 3rd party recovery firm out to collect you, which is quite normal, the lorry that arrived is a modern 7.5ton spec lift truck which is more than capable of carrying a unladen Transit. As it was lifting the van the rear bed on the lorry broke and put the van at a precarious position, something which could have happened to any recovery truck but made to look worse due to the transit being a high top and giving it more lean, The police arrived and the driver had help to rectify the situation. I can't see how the RAC can have any blame in this and i can't see it being anything other than an unfortunate incident for the recovery company, at worse the driver should have extra training on how to cope in a similar situation in future and any damage to your vehicle should be repaired. I can't see what contacting the CEO of RAC would achieve or how it would benefit anyone?. alf892, cms206, Mike D and 1 other 4 Link to comment Share on other sites More sharing options...
FredTransit Posted October 16, 2014 Author Share Posted October 16, 2014 Because I called the RAC, not C&S. C&S represent the RAC, and are thier agents. I pay the RAC membership, and pay C&S nothing. If the RAC want to sue C&S to recover any compensation paid its up to them. My contract is with the RAC. And it was me that dialled 999, C&S were going to faff about with a lifter. alf892 1 Link to comment Share on other sites More sharing options...
FredTransit Posted October 16, 2014 Author Share Posted October 16, 2014 Oh and I contacted the CEO cos I got sick of waiting on hold for 20 mins, getting cut off and not being called back. Its called keeping your customers informed. Link to comment Share on other sites More sharing options...
Rocket88 Posted October 16, 2014 Share Posted October 16, 2014 must admit that my experiences with the RAC have always been good.........on one occasion the patrol bloke came out when i had an old Westminster that had lunched it's rotor arm. towed me to where I was going [10 miles down the road] next morning, came round with a rotor arm he'd got from a mate of his who had a Healey with same rotor arm. Popped it on, good as gold! cms206 and Banger Kenny 2 Link to comment Share on other sites More sharing options...
Mr_Bo11ox Posted October 16, 2014 Share Posted October 16, 2014 No-one died at least, C&S will have to cough up a few quid to fix their knackered lorry and no doubt the recovery driver will get a dressing down from his boss who is paying the repair bill. What are you hoping to get out of the RAC? stephen01, trigger, cms206 and 2 others 5 Link to comment Share on other sites More sharing options...
Christine Posted October 16, 2014 Share Posted October 16, 2014 I had RAC out on Sunday night ,dark ,very wet and windy . Alternator belt snapped  , OHC Seicento ... and its a shit job , on your back in a puddle.. old oil.. etc. It's  right down the back of the engine...  I'd have said " Bollox to that ", and called recovery (I was only 20 mins from home) but he spent 45 mins fitting another ... I'd have given him a drink but i had no cash on me .. Score 10 out of ten .  But trying to call them out to start with !!!   At least 25 minutes just on hold , outside in the rain too, no signal in the car ! That bit ...1 out of ten . Link to comment Share on other sites More sharing options...
FredTransit Posted October 16, 2014 Author Share Posted October 16, 2014 There you go, communication again. Bendy truck causing gridlock in West London aside, the rest of the fiasco was purely down to nobody talking to each other. We ALWAYS state its a twin wheel luton, mostly hear from a patrolman they were expecting a van. Link to comment Share on other sites More sharing options...
Richard Posted October 16, 2014 Share Posted October 16, 2014 I believe it's bent the back springs, which can't have done the chassis or axle any good. The reason for hassling the RAC is because it was their job and it's their problem if the subcontractor screwed up. Link to comment Share on other sites More sharing options...
FredTransit Posted October 16, 2014 Author Share Posted October 16, 2014 Pass side springs are fooked. The rear axle has twisted back on the pass side and forward on the drivers. The hub that had the dodgy wheelbaring has cracked from being dragged up the bed siezed. Got off light really. If she went over that would be it Link to comment Share on other sites More sharing options...
HillmanImp Posted October 16, 2014 Share Posted October 16, 2014 No-one died at least, C&S will have to cough up a few quid to fix their knackered lorry and no doubt the recovery driver will get a dressing down from his boss who is paying the repair bill. What are you hoping to get out of the RAC?  The RAC are the people who used C&S so the first port of call should be the RAC who provided the cover and subcontracted it out. Fred chose the RAC, they provided C&S. If you don't get paid at work you might contact you manager to sort it out but its not his fault, its up to him to contact the payroll (unless you work in payroll obviously). Link to comment Share on other sites More sharing options...
FredTransit Posted October 16, 2014 Author Share Posted October 16, 2014 yep that's what I said earlier. I want the RAC to pay for the repairs, cos this monumental fookup is not our fault. Then there's the loss of sleep and flashbacks, I kid you not! Link to comment Share on other sites More sharing options...
Mr_Bo11ox Posted October 16, 2014 Share Posted October 16, 2014 Fair enough, if the RAC's subcontractor has damaged your vehicle then they jolly well ought to pay to fix it. Has being at a funny angle, bent the axle? That sounds mega weird. Link to comment Share on other sites More sharing options...
drum Posted October 16, 2014 Share Posted October 16, 2014 Must have collapsed with a bang (as it would I suppose) to cause that damage to the van. Hope you get a resolution soon but no one died or even got hurt so could have been much worse. Banger Kenny 1 Link to comment Share on other sites More sharing options...
FredTransit Posted October 16, 2014 Author Share Posted October 16, 2014 The axle has locating pins, one for each spring. These have snapped off allowing the axle to slip up the springs. A new pin can be welded on when we replace the springs Link to comment Share on other sites More sharing options...
forddeliveryboy Posted October 16, 2014 Share Posted October 16, 2014 RAC communication is dire, judging by the three occasions I've used them. If everything fits their plan and their computers agree, it'll probably all go well. Shoudl anything go wrong, they're as effective as a rural infant school teacher trying to sort out a particularly ugly fight at the local inner city comprehensive. Time schools started teaching a few basics again - not least simple comprehension and map reading. hauserplenty and Essex V6 2 Link to comment Share on other sites More sharing options...
FredTransit Posted October 17, 2014 Author Share Posted October 17, 2014 The damage caused by the RAC is worse than we thought, with a crossmember ripped and a spring hanger squashed. Now would be a good time for us to be offered a hire van Link to comment Share on other sites More sharing options...
Cavcraft Posted October 17, 2014 Share Posted October 17, 2014 I know they're not exactly universally popular, but a decent 'no win, no fee' brief would tear them a new arsehole I reckon. I'd search for local ones rather than national companies, mine took not a single penny of money when he won all three separate cases for me.If you don't get a response by Monday, I'd be looking at taking that route. Link to comment Share on other sites More sharing options...
HillmanImp Posted October 17, 2014 Share Posted October 17, 2014 RAC communication is dire, judging by the three occasions I've used them.  They were bought (and sold again) by Aviva a few years back. It seems some of the Aviva way of doing things seems to have rubbed off on them. The problem will be that you will NEVER get to speak to someone who can authorise any claim by ringing up. You will only speak to front desk staff who barely understand the complaint and have no power. The only way to do anything is in writing. This will then go to the people who can deal with it and will have to process it in line with their complaints procedure. brickwall 1 Link to comment Share on other sites More sharing options...
brickwall Posted October 17, 2014 Share Posted October 17, 2014 Aye Carlyle owns it now. They buy stuff ramp up the value and sell. Link to comment Share on other sites More sharing options...
FredTransit Posted October 17, 2014 Author Share Posted October 17, 2014 Well the gloves are off.  "At this stage it is not possible to accept any liability in the matter as I am not in receipt of all of the facts. Without seeing the report of the garage I cannot confirm what the time frame for repairs will be or the extent of them.Unfortunately, it would not be possible for us to arrange for a replacement van at this stage and I understand you have previously confirmed the use of an alternative. As a gesture of goodwill at this stage, without any admission of liability, I am willing to reimburse the cost of 3 days van hire or a maximum of £60.00 per day to the total of £180.00 subject to receipts being provided." wrong answer.Spoke to a journo and this will be front page next week KruJoe, eddyramrod, Jim Bell and 1 other 4 Link to comment Share on other sites More sharing options...
beko1987 Posted October 17, 2014 Share Posted October 17, 2014 With the pics, it would make a good front page! Take a smudge of the article! Link to comment Share on other sites More sharing options...
eddyramrod Posted October 17, 2014 Share Posted October 17, 2014 Other self-styled consumer champions may be available... Craig the Princess and KruJoe 2 Link to comment Share on other sites More sharing options...
tooSavvy Posted October 17, 2014 Share Posted October 17, 2014 The axle has locating pins, one for each spring. These have snapped off allowing the axle to slip up the springs. A new pin can be welded on when we replace the springs In a 'previous life' I did Windscreen repairs & visited the Marley Tiles depot. The chief maint guy, who paid me for fixing the screens, was having an ffing fit over a Volvo 8wheeler in the workshop.... "The driver has taken a tight turn, on concrete - fully loaded - and snapped the axle location pins!!" Hmmm.... lot of it about!  TS Link to comment Share on other sites More sharing options...
FredTransit Posted October 17, 2014 Author Share Posted October 17, 2014 This is definitely down to what happened, nothing to do with driving tooSavvy 1 Link to comment Share on other sites More sharing options...
STUNO Posted October 17, 2014 Share Posted October 17, 2014 This could get interesting now.....I love it when corporates go into print while they make big mistakes.Earlier I said that RAC would find that it was all Fred's fault and it is up to her to sort it out .Pity It had to happen to Fred though, I don't envy you. Link to comment Share on other sites More sharing options...
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