<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Doppy:
I've found I need to get in touch with what they call a "lead agent" for international or the country in question (I don't know if they organize by country or what). In the past, the lead agent has contacted the Avis location and taken care of the problem . . . I don't think I've ever actually spoken to the lead agent directly, usually a CSR has to put the complaint in. Maybe you can find a way to get through.
Good luck.
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In fact the CSR I've been dealing with has referred several times to the lead agent for Italy who is the person that is apparently interfacing with Avis in Italy. Of course, in spite of trying, I have not been able to talk with that person directly. And because the woman I'm dealing with won't listen, talks right over the top of me and is always just trying to get me off the phone, I have no confidence that lead agent is even getting a clear picture of the situation.
At this point I will give the CSR I'm dealing with next week to get back to me as she promised and then I'll elevate the issue and see if I can find anyone who will "Try Harder." No one out here has any experience with anyone high up in customer service at Avis that would be good to address a letter to? If not, I think I'll just write to the CEO and let it trickle down from there.
Interestingly, the President's Club thing doesn't appear to be much more than smoke and mirrors. While I do occasionally get a double-upgrade at a rental location, other than that there is no customer service. I called the President's Club line and asked for someone who could help me with a problem and was told the basic International customer service group is where I have to go; they have no one in the President's Club who deals with member problems. What a way to run a company.
