Comments on: Follow up on Uhaul Customer Service tragedy – No Improvements #uhaul #fail #customerservice

By: 3R!K@

3R!K@ — Thu, 18 Jun 2009 20:07:36 +0000

HEY!! SORRY TO HEAR ABOUT YOUR BAD EXPERIENCE. . . I HAVE HAD PRETTY GOOD EXPERIENCES! I HEAR IT ALL THE TIME ABOUT U-HAUL, THEY’RE HATED BECAUSE OF THIS AND THAT!!. . . . BUT EVERY TRANSACTION I’VE MADE WITH THEM HAS BEEN GOOD!! I’VE RENTED AND PURCHASED FROM THEM. I THINK IT DEPENDS ON WHERE YOU GO THOUGH! THERE ARE CERTAIN LOCATIONS I HEAR ABOUT OVER AND OVER. . . BUT SO FAR I GUESS I VISIT U-HAUL ON THEIR GOOD DAYS :)

By: Roger

Roger — Thu, 18 Jun 2009 00:46:07 +0000

Hi Anon,

Thanks for visiting and posting on the site.

It is very obvious that U-Hauls internal communication system is messed up. I pointed this out in my first post about this situation.

What I am upset about is the human to human customer interaction here. The only point in this entire situation that I felt like a valued customer was when @R_Glass communicated to me via twitter. Other than that I may as well have been using a vending machine that didn’t want to accept my money and then suddenly wanted to charge me 30% more than what was listed on the price list.

Regarding your comment about buying a Uhaul bike rack: I just had the worst customer experience in recent memory with UHaul and to make up for it you are asking me to spend more of my money with UHaul. Do you see where I might think this is a poor method of resolving my complaint?

By: Anon

Anon — Wed, 17 Jun 2009 23:41:56 +0000

I work for U-Haul (NOT in the customer service department) and you’d be surprised how well things usually work for the vast majority of our customers. Unfortunately, there are a few customers that have bad experiences, and they are very vocal about it. They have a right to be.

I know that it’s very frustrating when things don’t go as smoothly as you would like. I hope our customer service department can resolve your issue (take that $60 and put it towards one of the bike racks in our online store).

Your particular issue stems from a lack of communication between the corporate computer system and the one at the center (which you observed in your previous article). This is something that is being worked on as there are cases just like yours where we could improve our customer experience simply by making our computer systems talk to each other. But its not an easy thing for a large company like U-Haul to do. Lots of legacy software and hardware needs to be updated/rebuilt/rewritten and that takes time… But we’re working on it.

Since U-Haul basically pioneered the modern do-it-yourself moving system, we’ve had to invent the ways to make our business work, and we’re continually improving our methods (including customer service, technology, etc). Next time (hopefully there is a next time) you come to us, we’ll be a different, better U-Haul. It’s in our company motto “To provide a better and better product and service to more and more customers at a lower and lower cost”