Another Customer Service Fail . . . this Time in Follow-Through (or Lack of)

Trying to get a cracked windscreen replaced under my insurance policy, I dealt with a far friendlier operator than the last time I had cause to deal with AA Insurance (i.e. at that time, to check on my policies' renewal dates).

I was told the process would be a simple one, involving receiving a call the following day from the glass installer.

Said call came but hit my landline's voicemail. The caller instructed me to call him . . . but didn't think, or didn't bother, to leave any return phone number.

No problem, I had thought:  The friendly AA Insurance call centre operator had promised that she'd personally follow up in the next day or so to ensure that I had by then received the call from the glass installer.

That was early this week. It's now nearly the end of the week. No follow-through from the AA representative and - you'd think their installer-supplier would have made a second call to the policyholder that it had been instructed to contact and arrange the installation for. But . . . crickets.

Big thumbs down to both parties. And that's a second strike for AA Insurance.