I'm a huge (+new) fan of Zipcar so quick and easy.
Zipcar customer service zip#
Hey zipcar here's an idea, how about putting more zip car locations in the Norfolk area? Here are some comments to which Zipcar responded more promptly (though sometimes with generic responses): Hey Zipcar, my reservation isn't showing up on my # Zipcar app- any words of wisdom? Thank you! So you let me reserve and pay past my membership date but wouldn't actually let me drive the car b/c the membership expired? Thx Zipcar! Really zipcar? Billing people for NOT using your service? Unreal. Disappointed that they knew about issues with car I booked at least an hour and yet received no call. Hey, Zipcar, do you think you could make it a little more difficult to change my credit card information from my phone? Thanks Zipcar for inspiring me to buy a car. Problem is they made several mistakes - called 5 times! # upset Had awful experience with Zipcar but customer service was prompt & helpful. # Zipcar Why is there a penalty to return the car early? Today was 1 hour early and penalty was greater than the extra hour?! # Zipcar how in the world does one cancel one's Zipcar membership? There is no option to do so online Wondering if occasionally driving is worth the hassle. While the company is right to notice and respond to its loyal supporters, its disregard for frustrated ones is both troubling and unintuitive in an environment predicated on curbing customer dissatisfaction.Īmong the comments that either received no response or a delayed (more than 24 hour wait time) Zipcar's customer service is the worst I've ever dealt with. Zipcar’s online complaint handling, which would provide the most vivid, public glimpse into how a business is approaching customer negativity (especially for a business that highlights "email, phone and social media" as its key support channels), suggests that an attitude of shielded complacency might be reigning within the organization.Īn evaluation of Zipcar’s Twitter interactions reveals that the organization far prefers to engage with positive feedback (or neutral information requests) than negative commentary. If the same complacency and customer disconnect that produced a phase of dissatisfaction prevails, it can spell long-lasting harm for the business. What is crippling, however, is taking the wrong approach to such negative feedback. And if they recognize that vulnerability and pick up those wake-up calls, they can actually turn a period of customer service disappointment into an unprecedented opportunity for betterment. They are not immune from wake-up calls about shortcomings in the status quo. Though businesses should always strive for customer experience excellence, they are not immune from rough patches. That fact, in and of itself, is not inherently crippling. Several recent reviews reflect poor-rather than merely underwhelming-service, which only further cements the fact that Zipcar’s customer experience needs work.
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With no inherent reason to lag behind other services or fall short of a 5/5 ranking, any such shortfall can be directly attributed to a flawed service experience. Their food is, at the end of the day, not as good as that prepared by the culinary elite.īut as the innovator and leader in the space, Zipcar is supposed to represent the Holy Grail. Thanks to the existence of high-end, gourmet establishments, modest restaurants, no matter how customer-centric, will naturally face an uphill battle in achieving perfect Yelp scores. While such an average is not necessarily bad in the broader context of Yelp, it carries specific, damning implications for a business like Zipcar. The New York iteration of the company’s 3/5 score on Yelp makes it abundantly clear that customers are underwhelmed. And upon further review, it is clear that while AdWeek’s journalistic approach might have dampened the story’s significance, Zipcar’s customer experience is indeed veering off the course. Still, that a modern company-raised in an era of customer-centricity and instant-feedback-sharing-could inspire overt negativity is indeed worth discussing. Context is needed before worrying about quantitative dissatisfaction a few tales of customer service horror, while certainly relevant to the actual business’ customer experience design, can only carry so much reputational weight.
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That the article spotlighted one negative anecdote made it even easier to dismiss. Given that logic, putting stock in AdWeek’s new article " Zipcar’s Customer Service Gets Horrible Reviews." Insofar as some degree of dissatisfaction is inevitable, that an organization is not loved by all is a statement of reality rather than revelation. If The Beatles, "Breaking Bad" and "The Dark Knight" are not immune to bad reviews, then what brand could possibly consider itself immune to negative feedback?