[Hertz ES 250 Owner's Manual Download
Sharif Garmon
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This past weekend I needed a car at the Stamford train station which has limited rental options. Hertz's price was good enough and the brand scars had healed enough for me to give it a try. I drove off in a Red 2018 Nissan Pathfinder.
A couple of miles down the road a warning light goes on indicating the Automatic Emergency Braking system, a safety feature on the car, has been disabled due to an obstruction. I wasn't sure what that meant and when it went off I continued on my way.
The warning went off a few more times seemingly at random. I eventually pulled over. I'm not sure why rental cars don't have owner's manuals in the glove box but the internet provided the answer. In short, it's something that requires a service call.
The roadside assistance for Hertz was everything you'd want from the experience. I was assisted by a confident and knowledgable representative. He consulted the owner's manual and asked about the obstruction of the sensor area. The car was clean so there was no obstruction.
While the rep was looking up additional info, I found a recall notice on the web related to faulty sensors on the AEB system in 2018 Nissans. The vehicle I was driving clearly needed to be serviced so I asked for another vehicle. There was no hesitation on the rep's part and he directed my to a nearby Hertz location. Since is was late on a Saturday and I was deep in suburbia I needed to wait until the following morning to exchange the vehicle.
Instead of spending Sunday morning hiking with my wife, I spent it driving to the Hertz dealer in Danbury, Connecticut. I was pleased to see the lot full of vehicles so at least I wasn't going to leave empty handed.
I went in and explained why I was there. Unlike the roadside assistance rep, the counter rep immediately dismissed my concerns about the vehicle systems. He said that "This was normal" and that I could safely drive the vehicle.
I tried to describe the situation and share the conversation with the roadside assistance rep but the guy at the counter didn't want to hear anything about that. He said he didn't have an equivalent car but offered a five seat SUV that would do the trick.
Now I could have walked away at this point just chalking up the wasted Sunday morning to bad luck. As we approached the office the counter rep asked me if I had filled up the gas tank on the vehicle I was returning. I said no. He suggested I go get it filled up because he'd have to charge me if I didn't. I suggested that he could comp me the couple of dollars worth of gas for my inconvenience. He said that wouldn't be possible.
So I replayed this for him slowly. On a four hundred dollar rental where they had rented me a car that needed maintenance (never mind the smell of cigarettes from a previous rental) and had caused me to spend my Sunday morning fooling around with this nonsense he wasn't willing to comp me $8 worth of gas.
We talk a lot about the customer experience when we work with our clients. Our focus is mostly on the digital side of that experience but we recognize that there are both online and offline components of that experience.
Hertz does a nice job with both their digital experience as well as the roadside assistance experience. Where they fall down flat is on the human side of the equation. I recall that was a big part of my dissatisfaction a few years ago and it was clearly a problem today.
I don't know if this guy was bound by process, had the wrong incentives, and/or was just a dope. I don't really care. What I wanted was to get on with my life and the rep wanted me to check the boxes in his process. It was just a transaction to him. No thought of lifetime value. Eight dollars of gas and another fifteen minutes of my life was nothing to him. I'll be honest, this made me angry.
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