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Posts Tagged ‘zipcar

Zipcar comes through

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Zipcar
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It’s refreshing to see a company take ownership of my recent customer service issues the way Zipcar just did:

Hi John,

Zipcar understands that when it comes to your transportation, you have choices.  Likewise, we thank you for choosing Zipcar.  More importantly, per your member feedback, we are concerned with your unsatisfactory experiences with Zipcar. Please know that we understand the impact that it imposes on your choice of Zipcar and how it can dictate how viable our service is as your alternative mode of transportation.    I reviewed your account and the incidents that you reported have been noted and are being addressed.  Your feedback is greatly appreciated as we are only as good as our members’ communication.  Likewise, we make every effort to hold irresponsible members accountable for misbehavior and inconveniencing others.  However, there are times of unforeseen incidents due to extenuating circumstances and your understanding and graciousness are greatly appreciated.  Our goal is to make the best possible resolutions in those unfortunate circumstances.  Likewise, Zipcar strives to provide a great service and we are constantly looking for ways to improve.

We do apologize for any inconveniences and do take these accounts seriously.  We hope that you will give Zipcar further opportunities to better your future experiences.   With that in mind, please accept $100 in driving credit to accommodate those future reservations.  It has already been posted to your account and is good until 2/21/09.

Please know that I emailed you in consideration of not imposing on your schedule.  Also, I have attached for your reference Zipcar for business rates.  I noticed that you have utilized Zipcar during the week and thought this would be beneficial to you because it extends better rates in all of our markets.

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Written by John Gannon

December 26, 2008 at 4:06 pm

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Third (Zipcar) time is a charm (sort of)

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Decided to try Zipcar one more time as I had a bunch of meetings today in the Valley.  The car was there and the only minor hiccups were a)it was not on the expected floor of the parking complex and b) it had less than 3/4 of a tank of gas (you’re supposed to leave it at least 3/4 full when returning the car).

So, Zipcar is now batting .333 in my book :)

Written by John Gannon

December 12, 2008 at 10:25 pm

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My first Zipcar experience

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I’m in San Francisco this week for a board meeting and am also spending time meeting with various VCs and startups.  Rather than renting a car and dealing with gas, parking, etc I decided to use my Zipcar subscription and try the service for the first time.  Frankly, I have been very unimpressed with my experience in using the service over the past two days.

Day 1: I am notified via SMS and email that the car I reserved won’t be available. However, there is a BMW available in the same garage that is free during my reservation time (good), and they assign it to me.  I arrive at the garage and find that the BMW is not there (bad).  I call Zipcar’s hotline and after about 10 minutes am directed to a garage that’s about a 15 minute walk where there would be yet another car that I could take.  The Zipcar person could not guarantee that the car in this garage was there but told me this was my best bet.  Thankfully, the car was there, although at that point it had been about 40 minutes after I was supposed to be in the car I had originally reserved.  

Day 2: I rent another Zipcar, this time at a different lot.  I get in the car and find that the gas card is missing and the gas tank is virtually empty.  There were also a couple of cigarette burns and what looked like animal scratches on the interior but I was more concerned with the lack of gas :)  I called into the Zipcar hotline and was quickly put into another car in the same lot.  And off I went…albeit about 20 minutes after my initial reservation time.

I think I am (maybe against my better judgement) going to use Zipcar tomorrow as well.  What else can go wrong? :)

Written by John Gannon

December 11, 2008 at 11:56 pm

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