Privilege Part 2

Yesterday, the way my complaint was handled by Privilege was so absurd and infuriating, I ended up spending 3 or more hours on the phone, instead of doing the writing I had planned. They insisted the "No charges" statement was part of a "summary" and shouldn't be taken at face value.

So I rang their sales department, and inquired about the Rescue level cover, acting as if I was a new customer. I asked the salesman "So there would be no charges for mileage, no matter where in the UK I broke down?"

This was the perfect opportunity for the salesman to explain the "10 mile radius from my destination" clause. But, strangely, he didn't mention it. He was happy to reassure me there would be no extra charge.

Until I reveal, "Well, actually, that's a lie. I broke down on Saturday and was charged for the extra 9 miles to my home, plus 40 miles for the truck to get back to base."

Suddenly, the salesman was fumbling for words and backtracking. "I just need to talk to someone about this..." When he returns to inform me that (as if I didn't know) there was indeed a charge, I press my case that customers are being deliberately mislead.

"Do you want to make a complaint?"

So I find myself talking to another stroppy Scottish automaton-bitch, who says they've been through this over and over already and they're not going to change their position. Eventually, I get passed up a level to a manager. He is slightly less moronic, but continues to insist there's nothing wrong, and that the salesman I spoke to would need "retraining".

I point out that three parts of their sales strategy, the website, the "Welcome" booklet and one of their salesmen, have informed me, in no uncertain terms, "There are no charges for mileage." How can I interpret that in any other way? It's not an ambiguous statement.

Surely he had to admit it looked like they were deliberately misleading customers to increase their sales.

It's only when I tell him "Look, I don't want my money back." that he suddenly changes his stance. "Well, yes, I can see how that could be taken the wrong way. I'll talk to head office."

Jesus...