Readers, I experienced a horrible customer service experience today with a AAA battery replacement technician. I had a receipt where I had purchased a AAA battery which is good for 3 years back in 2010. My SUV was being repaired at a local repair shop. The battery had been charged for one entire day and it was not keeping a charge per by repairman. I contacted AAA and requested to have a battery technician meet me at the shop. To my understanding when I first purchased the battery/warranty that no matter where I was and as long as I had my receipt, my battery was covered and a new one could be installed if needed. I presented the technician with my receipt of purchase and he took me on the wrong journey. I had the worst customer experience ever and needless to say the technician (Doug D.) was not professional. He checked the battery, became argumentative even when my repairmen tried to tell him that the battery was not good. I had to contact customer service and speak with a supervisor in order to get his supervisor to make him install a new battery. I felt that all of this was so unnecessary and all the technician had to do was to change the battery after he was advised by my technician that he tried to charge the battery for one entire day. The technician was very adamant that he was not going to give me a new battery even with a warranty and he proceeded to pack up his belongings. Apparently, after speaking with the call center supervisor after waiting on the telephone for over 5 minutes to speak to her, if the battery charger for AAA shows that the battery is somewhat good, they will not give you a new battery. This made me furious! She told me that I could buy a new battery, file a complaint, and send them a copy of the receipt for reimbursement. I have been a customer of AAA for over 3 years and I feel this process should be changed and I should be given an apology for how the technician treatment me and my husband. I am voicing my concerns up the chain especially about my mistreatment. In the past, I have experienced nothing but the best service from AAA but this time was completely different and distasteful. I definitely feel that the technician needs more training in the area of customer service or either leave the job. Stay tuned for more details. If you have had a bad customer service experience, feel free to share. Be sure you make your voice heard to the head of the department whether good or bad. They do need to know! This is why I am apart of the consumer panels.
