Should Diagnose Their Caller Script

, , | Working | May 14, 2018

(I come out of a shop and load the things I bought into my car, only to find out it won’t start. After doing some quick troubleshooting, it turns out that the battery’s voltage has dropped below the safe limit, and therefore the immobilizer prevents me from starting the engine to prevent any further damage to the car’s electronics. My car insurance company provides free roadside assistance and towing in such cases, so I give them a call. It’s pouring rain, and the car is in an open parking lot.)

Company Rep: “[Company]. How may I assist you?”

Me: *briefly explains problem and gives address*

Company Rep: “Sure, we can assist you. Just so you know, our protocol is to send you a technician first, and only if he fails to start your car, we’ll send out a tow truck.”

Me: “That would be a waste of time. It’s not simply a dead battery. Even if your guy charges it, the car’s computer still needs to be reset in order for the immobilizer to allow me to try and start it, and even if that works, the voltage may drop again before I can get to the repair shop. Also, have you noticed the weather we’re having? I can’t imagine any work, even diagnostics, being done in the open right now.”

Company Rep: “I still have to send the tech first. I’m sure it’s just a dead battery, and even if not, he’s equipped with all the means needed.”

(I had to wait almost three hours for the man to arrive, and when he did show up, all he had was a spare battery to charge mine — not even a laptop to connect to the car’s computer. By the time he concluded it was not helping, it was too late to have the car towed to the shop, as it was nearing its closing time. I had to ditch the car and walk home in the pouring rain.)

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