Poor customer experience in Dusseldorf
 

Does Sixt have a "minimum" standard on what is with considered navigation?

All the vehicles with navi I've rented previously from Sixt and competitors always had both audio guidance and visual map display.

Today, I went to picked up my reservation of CPMR with Navi. Got (previous model) Audi A3 "with navi" but this navigation didn't have a visual map display. Just audio guidance and text; I didn't know they still made those. From a customer's perspective, this is 50% of a nav system.

Counter agent was not helpful at all and had zero regards for customer's perspective. Only other vehicle they had with a navi required an upgrade charge which was more than double the entire rental cost. Ended up returning the key back to Sixt and walked over to Hertz. Good thing I always make backup reservations.

I'm #1 Gold at Hertz and Platinum at Sixt. Unlike Sixt, Hertz had the car and contract prepared. A Hertz employee saw me got out of my pre-assigned car and walking towards the Hertz #1 Gold counter and immediately ask if the vehicle was ok. I told him yes and that I'm walking to the counter to change the credit card for the rental.

For this particular rental, the difference in customer service between Sixt and Hertz is night and day. Sixt couldn't care less while Hertz showed genuine concern.

Since I'm on the topic. How does Sixt "Express" work? I've rented six times in the past year (4 in Germany and 2 in UK) and every single time required at least 5-10 minutes to get a contract ready for signature despite reserving with my Sixt card. With Hertz #1 Gold, the contract is prepared ahead of the time with Signature on File. You literally show them your license and they hand over the contract and keys. With Sixt, I show my license, credit card, passport, they pull reservation up, print it out, and have me sign before handing over the contract and keys.

maybe you should send your complaint to Audi? what can sixt do if audi still builds cars with navigation from the last century?
what should the rental agent do if he doesnt have another car with navigation?

sixt express works as you described. if the system is slow, then it takes time. or is there anything specific which takes you every time longer?

hertz gold and sixt platinum are both worthless...

I expect Sixt shouldn't even offer this car as one with navigation.

Now that I have time to think about it, the agent could have offered the following:

Call another location to see if there's a car avail and either have me drive the car over/take a taxi/public transportation to the other location for a swap.

Offer the higher class vehicle for a lower price.

How would you describe it then.... it's a navigation system for sure. Not a fancy one but it gets you there.

I describe it as half a navigation system. A picture is worth a thousand words.

Just look at zentrum Dusseldorf. Some of the intersections are complicated. For example, sometimes you need to make a 2nd right and then immediately turn left; there could be another two intersections after the 2nd right. Having a visual display helps.

A 1-series (representative vehicle of CPMR) with Navi would have a visual display. I'm more than reasonable to expect a visual display and audio guidance from a navi-equipped vehicle especially if I specifically reserved and paying for the navigation.

Another option for the Sixt agent, take off the navi charge (I admit I would have still refused the vehicle).

At the end of the day, would it cost Sixt anything for the agent to call another location for something in the same class other than the phone call?

Specifically, the rental location is the Martim hotel right next to DUS. The agent could have simply call the airport location (literally a five minutes walk between the Martim and DUS rental garage) for their inventory.

My biggest gripe about this is that the agent had zero initiative in presenting alternative options in resolving a customer service issue.

why would he? you got what you paid for.
btw, 5-10 years ago other navigation did not even exist. also in F and L cars.
last bmw business version did not have a map, neither.

and if you want a 1series for CPMR, it is better to buy one. there is not guarantee to get a 1series. maybe next time you get a subaru with sat nav in the mirror. at least then you have a map :)

This is where we differ in opinion. I didn't get what I paid for. I expected a navi with both audio and visual guidance. Based on the competition, that's not too much to expect.

I was trying to give Sixt some business since I'm travelling to Germany more. For this rental, Hertz was offering a FXMR (3 series with Navi) at the same price as my CPMR with Navi at Sixt. A 1 series at Hertz with Navi was 40% cheaper than Sixt.

The reason I was willing to go with Sixt despite Hertz' lower price was my perception of Sixt's superior customer service (kudos to Gary) and nicer cars. Turns out both of those perceptions should be re-examined.

Perhaps there is also a cultural difference here as well. Us "spoiled" Americans from the land of 30-day refunds, money-back guarantees, 24/7 hour customer service expecting too much when travelling aboard.

It was a failure in expectations.... It's simply standard with Audi.

And you could have expected to get a German car in Germany. I would like to expect a car with a firm suspention and a decent ride. Imagine how many times those expectations weren't met in the US.

But I'm with you that The Sixt employee could have made an effort.

I dont understand, why the word "expectation" comes up.

it clearly says, what you get in CPMR. what is there then expectation? the word you mean is probably "guessing"

if you prefer Hertz, why don't you book there?
then you get a hyundai with 1inch navigation in the back mirror...

That's my point. I'm not expecting that Sixt employee to conjure up a vehicle from thin air or give me a 3 series for free. However there were many options he could have taken to defuse the customer service issue at minimal cost from reduced upgrade fee, waived navigation fee, or calling the airport location next door. Instead, he chose the easy way out; take it or leave it.

Good thing I did have the backup reservation at Hertz. It proved useful. Same price = CPMR at Sixt and FXMR at Hertz.

Expectation is the correct word. When you are charging 66% more for the same vehicle class than your competitor, you better be providing superior service and/or a superior vehicle. Neither of which was provided.

You handle is sixtisbest. So how are they the best?

it looks like you are much happier with Hertz, so why dont you rent there?

(even though Sixt completely fulfilled your reservation)

Poor customer experience in Dusseldorf
 

A front line agent offering a "take it or leave it" as a first response betrays a "doing an absolute bare minimum" approach to their job.

Your "take it or leave it" response, accepting a voice only navi in 2013 as navi, and unwilling/unable to list reasons showing why you consider Sixt as the best (despite your handle) show that you are content with the bare minimum from the company you hold dear. It's time you consider expecting more.

The only plus for Sixt I've seen at this point is they offer nicer vehicles on the luxury end for those who must drive vehicles like a 7 series or an X5.

Other than that, they are no better than the competition and in the following departments worst:

More expensive for same class.
"Express" service slower than Hertz or Avis.

On the fence:
Poor customer service but I'm willing to let it attribute to one bad apple/station.

if you dont know the background to something it is bit boring to insist on customer service improvement.

the situation in that class which you have booked is so difficult, that it is pointless to call other branches to ask for other cars.

what do you think the airport is doing, when the station without airport fee directly next to it calls asking for a change over? they simply hang up.

therefore, for you it would have much helped to press some buttons on the telephone, pretend to talk to someone and then say: no, sorry, thats the only car we have got.

however, the result would have been the same.

Germans like it a bit more efficient, therefore we skip the part with the nice customer experience and go immediately to the (same) result.

I take it that this was the infamous "red" sat-nav in the old model A3?
Yes, it is pretty dreadful by current standards.

I don't book sat nav generally, I use my phone as a sat nav. But I have been lucky enough to get several cars from Sixt with full map sat nav, so it does exist. I think it really is only in the last generation A3.

With regard to the Express service, in my last two rentals it was simply:
walk into Sixt
hand over Platinum card
chit chat with agent about the assigned car,
check over contract
(Also sign the computer screen maybe? Can't remember)
get keys.

This is at a regular branch in Munich, so no express Automat machine or anything fancy.

the other car which still has this old navigation is the Audi TT