stah_chica (stah_chica) wrote in bad_service,

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This isn't the worst service I've encountered but it was definitely annoying. I have to make a car rental reservation for one of our colleagues who is based out of another country, Paraguay to be exact. The best rate I found was through Alamo but I wanted to call and find out exactly what type of documentation he would need since he's from Paraguay. I decide to give Alamo Customer Service a call and see what they have to say.

Rep: Thank you for calling Alamo, how can I help you?

Me: Hi, I want to make a reservation for someone who's from Paraguay, I'd like to know what type of documentation they'll need in order to do that.

Rep: Okay, they will need a major credit card that is not a check or debit card and a valid driver's license with a clean driving record.

(At this point a red flag goes up because I know that's what people in the US need in order to rent a car but how are they going to check someone's driving record from another country??)

Me: Okay, and that's all he'll need even though he's from Paraguay? I mean he wouldn't have a driver's license from the US....

Rep: Uh, okay ma'am one moment... *puts me on hold for about 2 seconds*

Rep: Okay, ma'am he needs to have a license and it will have to be in English.

Me: ?!?! Well, he does have a license but it isn't going to be in English because he's from PARAGUAY. It's a different country...

Rep: Well then ma'am I don't think he'll be able to rent a car.

Me: Okay. Um, is there a supervisor or team leader I can speak to?

Rep: No ma'am I'm sorry there's no one here.

Me: There's no supervisor there at all?

Rep: We have a supervisor but he's not here right now.

Me: Do you know when one will be available?

Rep: No ma'am, you'll have to call back.

Me: *sigh* Okay, thanks. *click*

Okay, this really bugs me because I've worked at a call center before and I know sometimes you'll get questions that are completely out of left field and you won't know how to answer them (which I am 99% sure was the case with this women) but if you don't know JUST FUCKING SAY SO. Don't give me some bullshit answer that you pulled out of your ass. I wasn't rude when asking for a supervisor but she didn't seem confident in her answers at all and I wanted to get a second opinion before telling my boss "Sorry, Alamo doesn't rent people without a driver's license in English a car!". Considering this is a reservation I'm making for someone else, someone who I work for, no less, I figure I need to get all my ducks in a row. I don't buy the line about not having a supervisor there, I think she just thought I wanted to get her in trouble which was not the case at all--I just wanted to make sure I was getting the right answers. Like I said, not the worst service in the world but annoying because I got the feeling she just wanted to get me off the phone and didn't want to help me at all.

EDIT: Thank you so much for all of your suggestions! I ended up calling back and got someone different this time, they gave me the number for another Alamo customer service department. I called them and a very helpful lady said if the license from the customer's home country isn't readable by the agent they need to get an Int'l driver's license. He's picking up the car in Miami so I don't think he'd be hard pressed in finding someone there who speaks/reads Spanish and therefore could read the license but we're probably going to have him get an Int'l Driver's License anyway, just to be on the safe side.

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