bk3day

There's a new CS initiative that is being tested at PBI and other select locations (sorry don't know which other ones) to improve customer service.

Rather than call the toll-free line & get punted somewhere offshore, if you have an issue with your rental at PBI, you can now shoot an email to:

[email protected]

According to the card I was given, emailing the above will provide "Guaranteed response in under one hour, 8AM-5PM, 7 days a week"

one caveat though, "If you are returning this vehicle to a different location, additional fees may apply"

Given that I'm often 1+ hrs from the National location where I picked up a car & have had my share of frustration with that toll-free customer service, I hope this test program succeeds and goes system wide.

dtremit

I'm really trying hard to figure out what on earth a customer service email has to do with a drop charge...

This sounds Enterprise-y -- would welcome any improvements in customer service, but if they make me endure one of their chipper "management trainees" on every rental in the name of "personal service," I will be over at Hertz before they can say "optional LDW."

InkUnderNails

I get frustrated with Enterprise as well. Throw me the keys, point me to the car, and get out of my way, please. I've got places to go and people to see.

Auto Enthusiast

It sounds like they charge extra to e-mail a manager for one-ways because it likely involves communicating between 2 different area managers to resolve the problem.

bk3day

huh? There's no charge to email a Mgr.

The point of this is to just provide you with quicker feedback from a local Mgr who can actually hopefully help you out quicker than someone on the other end of an offshore 800 number.

As always, sometimes 1 ways mean extra fees, so just keep that in mind and ask before you agree to whatever fix is suggested.

btw, so far this is a local National/Alamo initiative and afaik, Enterprise is not part of it.

dtremit

Then why do they specifically call out that "If you are returning this vehicle to a different location, additional fees may apply"?

While it may not apply to the Enterprise *brand*, the "ehi.com" email address would suggest to me that it's an initiative out of Enterprise's corporate offices, not the National brand offices.

trainman74

My guess is that they're assuming "my plans have changed, can I return this car to [other location] instead?" is going to be a frequently emailed question.

jackal

My guess is that it's an unclear sentence and/or a typo. I highly doubt they meant that there would be a charge to email them if you're doing a one-way rental. More likely they're covering their butts by saying that if you email about a problem and end up having to drop the car at another location, a charge may apply (and even then, if it's a mechanical issue or something, that wouldn't be the case).

All new email addresses assigned to National and Alamo employees are in the @ehi.com domain. I have a friend who works for National, and her email address is @ehi.com.

bk3day

Exactly! IME, even when calling the 800 CS line, depending upon the specific issue at hand & chosen resolution option , it's always possible that an additional fee *may* apply.

For those hyper cynical among you, all I can say is based on my frequent encounters with the mgmt & staff at the PBI National location, they are serious about improving service for their customers.

fwiw, I'm not alone in my favorable opinion of these folks, based upon the (albeit, very few total) comments about this location in the separate thread, http://www.flyertalk.com/forum/natio...-cars-pbi.html.

Bottom line, no one is forcing you to use this alternate way to contact Customer Service.

If you prefer calling an offshore 800 #, go for it! Personally, I appreciate the option of a guaranteed reply w/in the hour and speaking to a local Manager.

mnredfox

Just don't charge me 8 gallons when I have a 3/4 tank and I don't need any CS.