F j RF's breakdown exercise centered on rain-swept Harworth, a few miles
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from the Al (NI) near Bawtry in north Nottinghamshire. We had taken up residence in the Morris Bros depot and called ERF's Freeway freefone number saying Dalgety Agriculture's two-week-old EC10.36 artic had lost its air. At 10:02hrs we used a mobile phone to call the 0800 number, and tuned into "all operators are currently on calls, please hold the line...." recording. After four repeats (two minutes' worth) a friendly male voice cut in.
Having determined that the rig was unladen and the nature of the problem, he asked a number of pertinent questions such as where it was and could it be seen from the road. Further details taken were the owner and driver's name, truck model, registration plate and chassis number. After that he took details on the home dealer and account number before moving on to our telephone number. Finally he asked for the colour of the truck and said someone, probably from Fishlake of Thorne, would be out to us "fairly soon". The call took eight minutes and we settled down to wait.
We didn't have to wait long. At 11:03hrs (53 minutes from the end of the call) Fishlake Commercial Motor's fitter Peter Furr arrived in his a well-stocked repair van. Having located Morris's depot, he homed in on CM's control unit like a moth to a flame arid calmly asked if we knew where a yellow
attic unit might be.
Having revealed that it was only a CM test, Furr told us that he had been told that there was no air on the stricken vehicle and proceeded to run through where he thought the problems might have been. His first port of call, he said, would have been under the left hand corner of the cab. Here a small air pipe occasionally rubs on the chassis or air tank and can cause problems. There can also be leaky valves, pipe connections and the odd split airline. As the van was well stocked he didn't need to retrieve anything from the stores before beginning his 15-mile journey. Already on board were relay, safety, unloader and quick release valves, spare suzies, large and small bore air pipes with a case of different types of connector.
He also had a lead light and spare 12V battery, 25 litres of Ovaline engine oil and a Sykes Pickavant Pandora-like tool chest. The operator's view: We made all calls from a mobile phone and did not involve the operator.
Manufacturer's response: Mike Walzac. distributor commercial manager ERF, says: "We are delighted with the results of the test. ERF is committed to its aftersales arid roadside response packages, and this is a result of the sustained effort of our network and the ERF aftersales team.
However, we are determined to develop further and improve our overall service and are continually looking at ways of exceeding
customers expectations. T rucks through all aspects of our business."
FODEN
0 ur call to Foden Eurosure was made at 09:58hrs and answered within a few rings. A cheerful co-ordinator asked all the relevant questions about ownership. home dealer and account number, registration and colour of the vehicle. For the purpose of the test we assumed the identity of a troubled Tim Grafton. We told the co-ordinator that the fire breathing 380hp 8x4 was suffering from non-disengagement of the PTO.
We were asked if we were loaded and where we were. We replied that we had tipped the load in Dalgety's plant near Leicester and were asked for the full address and a contact number. No ETA was given at the end of the two minute conversation.
At 10:20hrs we received a call from Foden dealer Charnwood Trucks at Shepshed, to ask which PTO was fitted. A quick prompt from Dalgety's Peter Harvey, allowed us to answer Edbro without an untimely pause. "We'll chuck a few bits in the van and be out to you," said the caller.
All was then quiet until 11:36hrs when a call from the weighbridge alerted us to the van's arrival. Driving the van was Ian Curtis who had been given the correct job details (along with the make of p-ro) on returning from his tea break at 10:25hrs. Curtis loaded the van with his tools, some gear oil, a pan for draining the box and a pump to return the oil if it was reusable. Having done so it was around 11:00hrs when he left the dealership to travel the 17 miles to Dalgety.
Both Curtis and the signwritten van presented a respectable and workman-like appearance. From his years of experience he told us that the fault could be one of four things: electrical or pneumatic, both of which were relatively easy to fix; a broken return spring failing to disengage the pinion, remove the pump take to the workshop and replace spring before refitting; or debris in the bottom of the gearbox—a tow-in job.
Total elapsed time 1 hour 38 minutes.
The operator's view: Peter Harvey, Dalgety Agriculture says: "The time to get the credit cleared, a message to the dealer and a call from the dealer was very good." But given the proximity of the dealer to the mill, it took longer than we expected for the van to arrive. If the dealer knew there was going to be a delay he would have expected to have been informed and would have liked an unprompted ETA.
Manufacturer's response: Gary Rowlands, general marketing manger Foden Trucks. "We normally expect to get to a stranded truck in an hour from report. This will vary depending on dealer workload, van availability, distance and traffic. Breakages on ancillary items can also delay things while unusual parts are collected. Beyond that we feel the response was quite
accep
table."
IVECO FORD
he call to Iveco Ford's Assistant NonStop freefone number went in at exactly 10:00hrs. It was answered promptly, then we were put on hold listening to Bruce Hornsby's That's just the way it is for a minute and a half.
Contact was re-established at 10:02hrs and we told the efficient co-ordinator that our Iveco EuroStar 440E42TP tractor operated by GB Express of Bournemouth had broken down. Details of the company name and address, vehicle reg, model and colour, local dealer and account number were all requested (our operator knew the model type off pat). Then we said our problem was that the air suspension had stuck in the lowered position while swapping trailers.
We were asked directions to the depot and our co-ordinator checked the spelling of Knowles and Wimblington and the telephone number before asking the driver's name (we'd assumed the persona of the EuroStar's regular driver, Tony Shutler). "No problem Tony, I'll get someone out there as soon as possible within the next hour." Within the next hour we queried? "Yes, cheers then," was the up-beat reply ending the conversation at 10.06hrs without asking about a load, or if we were in any hurry.
Unknown to us GB Express has an arrangement whereby, even on a breakdown, Iveco Ford has to get an order number before it can action anything which may involve expense to the operator. So instead of the usual call to the nearest dealer, proceedings were held up while authorisation was sought from GB Express. As GB Express was in on the act authorisation was given without question. hut even so this added about 20 minutes to the process (we know, as our "driver" for the ghost MAN was next to the phone in GB Express's office). As this delay was beyond Iveco Ford's control, in the interest of fairness we have deducted this time in our final results.
Having received the call from Assistance Non-Stop, Mike Beard from Peterboroughbased IFT dealer TC Harrison phoned at 10:22hrs to re-check the details. We said we'd encountered it before (which is true; GB Express has suffered this problem). Beard told us: "Our chap is just finishing off a breakdown near Stamford, I'll contact him there and get him straight across to you." He then checked if we were loaded. Just groupage, we answered, but we were uncoupled from the trailer. Signing off Beard said: "I hope he should be with you by about half past eleven, he's been to Knowles before." The conversation ended at 10:25hrs but with a revised ETA.
At 11:32hrs Harrison rang us back—it was clear there were problems. But, not to be beaten, Harrison asked if Knowles' fitters could help out (Knowles runs and services three BuroTechs). Forewarned, the staff said the fitters were out on the road and the call was transferred back to us.
Your wagon mate, what's it doing? Has the back end just dropped down?" Again we confirmed the problem and repeated our inability to tackle it. "What's your deadline?" was the next question, "only I've got him on another breakdown at the minute". Having assured Harrison's man that we were not on a timed delivery, we said we'd sit it out.
We requested a revised ETA and were told "I'm just debating whether to pull him off this other job and get round to you." We couldn't deprive a genuine customer for our fake test, so we volunteered to sit it out. "All right mate get him round to you as soon as I can." Again He was courteous and while not hitting the 11:30hrs deadline we hadn't been folgotten.
At 12:36hrs Harrison's TurboDaily breakdown van pulled up, piloted by a cheerful Paul Adcock. It hadn't been his day: he got soaked while repairing a power steering pump on a 75E15 Cargo in the rain at Stamford (where he'd been when we'd made our call). Harrison had tried to divert him to us but they couldn't get through on his mobile so Adcock had returned to Peterborough before coming 20 miles to our rescue.
In addition to his training, Adcock was armed with a selection of technical manuals in case the problem proved elusive. As we hadn't given specific details on the fault he'd not been able to pick any special parts although his van had just about everything in it. When he departed Adcock was off to deal with a Cargo having clutch problems in Thrapston.
While the total time from initial call to arrival was 2hr 36min (20 minutes of which was needed for the unusual authorisation) we can't fault Harrison for effort. If we'd have really pushed for an earlier ETA we'd have got one but for the purposes of our test we had to let things take their own natural course. In the end even the best fitter can't be in two places at once!
Total elapsed time (corrected) 2 hours 16 minutes.
The operator's view: Tony Knowles, Knowles Transport says: "IC Harrison was unfortunate in having people out attending another breakdown the opposite side of Peterborough to our depot. They tried everything they could, including the possibility of our fitters helping out. In the end they got there as soon as they could. We have had very good service from that dealer and would not criticise what we witnessed."
Manufacturer's response: Iveco Ford says: "Harrison was plain unlucky to have three breakdowns at the same time. Assistance Non-Stop's national average time is 128 minutes to get the vehicle repaired and back on the road, Harrison's average is 147 minutes. Facing up to the problem, the breakdowns were prioritised according to the reported loads and deadlines. CM's researcher was made aware of the situation and volunteered to wait it out but he was kept informed of the situation."
LEYLAND DAF
At Roger Bettley's yard they were close to putting bets on how long to would take Leyland Dafaid to get someone to the ghost 85.360 reportedly broken down in the yard. At 10:001us things got off to a
good start when an efficient sounding voice answered the phone after the first ring.
We professed to being driver Steve Green from Hargrave International and having a very heavy clutch pedal with difficulty selecting gears. The full list of information about the truck, its owner and symptoms, the home dealer and account number was conveyed quickly. "We'll have someone with you shortly", we were told as the conversation ended. A hastily made second call confirming this would be "within the hour"—it was still only 10:04hrs.
As we waited in Beltley's traffic office the rain poured down outside and traffic manager Ron Morris was busy trying to sort out a real problem. One of Bettley's trucks had a tyre blow out while tipping at Heathrow, Within 20 minutes of our initial call Alan Main a technician at North West Truck Services of Northwich drew the short straw.
With a reported problem of a heavy clutch, Mair gathered a clutch booster pack and other relevant parts from the stores and set off at 10:45hrs. After an eight-mile drive he arrived at Bettley's two-tier yard and was unable to see the vehicle. He asked after it from a fitter in a workshop sub-let by Bettley. Receiving no satisfactory answer he called back to Leyland Dafaid at 11:14hrs and was redirected to Bettley's cabin.
Despite the rain Mair was smartly turned out and gave a professional appearance, as did his well-equipped van. Armed with all the parts to do the job but faced with no truck to fix, Mair was a little bemused at such a elaborate web of lies—but he was still several minutes ahead of the tyre fitter arriving on the scene at Heathrow.
Total elapsed time 1 hour 14 minutes.
Ron Morris (temporary) transport controller, Roger Bettley transport says: "The time to arrival was very good. When the technician couldn't find the truck he called Leyland Dafaid to tack it down and didn't just head back to the dealership assuming it had been fixed and driven off."
Manufacturer's response: Tony Pain, marketing manager, Leyland Daf says: "In summary the Leyland Dafaid organising time was four minutes and the dealer response a further 55 minutes before arriving at the scene, making a total response time of 59 minutes. Unfortunately a further 10 minutes was lost while the fitter tried to locate an imaginary vehicle and driver at the location advised by the driver which was in fact inaccurate.
We believe it is entirely fair to stage such mystery shopper exercises, but feel it would help if a real truck and/or driver were present at the given location. We are happy to open our records on these calls for verification. Leyland Dafaid's average response time over 28,436 calls in 1994 for roadside repairs was 53 minutes.
MAN
Bad news travels fast around MAN dealers. Within a minute of our call ending to MAN EuroService, technician Bob Murray was on the job. The call went in at 10:00hrs precisely and was answered immediately by an efficient and polite co-ordinator who, unusually, didn't need much of the information requested by other back-up services. It took four minutes to convey the reg number, vehicle type, owner's name and address, drivers name and contact number, place and nature of breakdown. Neither our home dealer, account number or whether we were loaded were asked or given. For the test we had assumed the name of Addie Brock, the driver of an 8x4 MAN belonging to MJ Church. We were stranded in GB Express's depot in Bournemouth by the oil warning light staying on. When we enquired about an ETA, our co-ordinator said we would get a call back, but it never arrived.
In 58 minutes, and without further contact from either the breakdown service or dealer, a VW LT 35 van arrived. Before setting out on the 30-mile journey from Testwood Truck and Van of Southampton Murray had been told that our 8x4's oil warning light was staying on. As the signwritten van was already loaded with most items needed on breakdowns, Murray hadn't needed to pick up anything from the workshop or stores.
Total elapsed time 58 minutes.
The operator's view: Tony Orchard, fleet administrator, GB Express comments: "I expected to get a call giving an ETA when one was promised, but this was offset by the van arriving quickly. The technician was knowledgeable, talking through the kit he had on board and was prepared to add spares or equipment if needed."
Manufacturer's response:
MERCEDES-BENZ
..... M ercedes-Benz might claim that its EPS system is totally reliable, but .....
nothing is sacred when it comes to a reason for having a vehicle stranded in a yard where there is a fleet workshop. So at 10:05 our call to Service 24hr broke the bad news, although it took about a minute to get through.
An impatient (and somewhat condescending) voice asked the vehicle's registration, who owned it, the home dealer and whether it was laden or not. The dealer account number wasn't requested but details of where we had broken down and a contact number were taken. By 10:10hrs, when we rang off, things were moving although no ETA was given.
A quarter of an hour later H&L Garages rang to confirm details. His immediate diagnosis was a flat battery Thinking on our feet we said that Hargrave's workshop staff had jump-started it and that the engine was running but the EPS was paralysed. When asked if any warning lights had come on we said no; prompting a second diagnosis of a wire off the alternator.
We said Hargrave's people were unwilling to take any more action as they were unfamiliar with EPS and afraid they might damage the system.
Without a great deal of enthusiasm, the man from H&L agreed to send someone out and said it would be an hour and a quarter. Given that it was only 12 miles from H&L we asked if it couldn't be a little quicker and were told: "The lads are just going on their tea-break." OK, we said, we'll wait.
One and a quarter hours later, at 11:40hrs exactly, an anonymous and rather grubby white Astra van pulled into the yard. H&L technician Paul Kime jumped out, and came into reception; he was smartly dressed in Mercedes blue overalls. Having informed him who we were and what we were doing he told us that the usual Ti breakdown van was in for an MoT.
Kime said he was given the job at 11:00hrs and spent 20 minutes collecting parts such as solenoids, fuses, speed and gear sensors from the stores. Also on the van was diagnostic equipment and a set of slave batteries but not an EPS lever. "They're about <£1,000 and rarely go wrong," he said. We believed him.
Total elapsed time 1 hour 35 minutes.
The operator's view: Graham Eames, managing director Hargrave International says: "The `tea break' incident was unprofessional and unacceptable: 20 minutes seems a long time to spend in the stores, but the technician should bring everything. The technician could have phoned the driver direct to try and define the problem more closely."
Manufacturer's response:
Mercedes-Benz says: "The response time will be in part due to the nature of the reported fault, non-specific EPS failure. With the limited information available the technician will have to cover a wide range of possibilities. We feel that it is preferable that he takes a little longer to arrive but is fully equipped to put the vehicle back on the road."
Service 24---vi
RENAULT
Our call to Renault's 24 Hour Assistance ran into problems with some confusion about who owned the vehicle. While it was operated by Burway Transport, it was on contract hire from Elite Contract Hire of Stoke on Trent.
Assuming the identity of Burway's Paul Matthews, we put in the initial call to 24 Hour Assistance at 10:00hrs which was answered immediately. All the usual information about the vehicle model and registration, its problem (leak on the air suspension, down on ride height) and where we had broken down (AJG's yard in Aylesbury) were collected quickly and efficiently. But having hit the problem of the vehicle's owner, we ended the conversation at 10:06hrs saying we would call back with the correct owner.
With the confusion cleared up the second call went in at 10:10hrs. Unfortunately we got through to a different co-ordinator, so we had to go through the full list of details again. We almost came unstuck for a second time as the co-ordinator wanted the address of Elite, which we didn't have, but was satisfied with the telephone number, which we did have. This took us up to 10:15hrs at which point we asked for an ETA and were told to call back again in a quarter of an hour.
At 10:26hrs we put in the third call and were connected to yet another co-ordinator. Having given the outline of what was happening, we were put on hold for three minutes while the third co-ordinator tracked down the second one (who was busy with another breakdown). This took three minutes during which time we were put on hold, we were given an ETA of one hour. The call ended at 10:30hrs.
All was quiet for exactly an hour when we received a call from Ian Walker, a technician from Chiltern Trucks at Dunstable, asking directions to AJG's yard. Five minutes later he drove his signwritten Master into the yard. Walker was given the details at 10:30hrs of a Magnum with low ride height and an air leak, stranded in AJG's yard. As the van was already fully stocked he had no need to go to the stores before setting off on the 20-mile journey to Aylesbury. Having worked at Renault in Dunstable, Walker said that any valves not available on the van or in Chiltern's store could be collected directly from the factory.
We have taken the initial 10 minutes out of the elapse time as it was our fault the delay was incurred, but it illustrates how easily these problems can arise. If a driver is in a liveried vehicle working full-time in a fleet then the natural assumption is that the operator owns the vehicle.
Elapsed time 1 hour 25 minutes (corrected).
The operator's view:
Alan Gaunt, AGJ Transport. "The time to the van arriving was acceptable. The technician looked competent and the van well equipped. However, the instructions looked unprofessional and I would have preferred Renault's 24 Hour Assistance to have called back with an ETA rather than having the driver call again and have to go through all the details once more."
Manufacturer's response
Robin Dickerson, Renault communications manager: "The delay from the confusion over the ownership of the vehicle is abnormal. We agree that it would be better if the operator called
the driver with an ETA for A the fitter's van; this was an
operator error which we are looking at."
SCANIA
e called Scania Lifeline at 10:07hrs reporting a low air pressure warning buzzer on a P113 320 tractive unit. Having limped into Burway International's yard in Shrewsbury we found the brakes had locked on solid, hence the call to Lifeline. The call was answered fairly quickly but we were put on hold for about a minute. A recorded message told us that all co-ordinators were busy and we were repeatedly asked to hold on for an available co-ordinator.
At 10:09hrs a calm and helpful coordinator called Les came on the line and started by asking what was the problem. Assuming the identity of Calvin Dandy from Bill Ellis Transport, we talked through the symptoms and he took full details of the vehicle and its location, with the operator's address and phone number. The home dealer and account number were also requested.
Les then gave us details of the Scania dealer which would be handling the problem, Centurion Trucks of Telford, some 20 miles away. The call finished at 10:12hrs. At 10:32hrs we received a call from Centurion Trucks requesting more details about the symptoms. What did the air gauges show? Was there fluid under the vehicle? The call finished with the friendly and courteous caller promising to be with us in 30 to 45 minutes.
By 11:10hrs (one hour and three minutes after we first placed the call) Scania Lifeline's Transit pulled into the fuel station, next to where we were waiting The fitter went into the fuel station to ask the cashier if he had seen the vehicle, so we explained what was happening. Centurion's technician John Williams told us he had first passed the site a few minutes before but had driven on when he could not see a truck. Realising his mistake he turned round and came in to the station to enquire about the stricken truck.
He got a call from Scania Lifeline just before 10:30hrs. Following his call to us, he had taken about five minutes to collect a selection of pipes, fittings and unions from the stores, which might be useful for this call. The van was stocked with a selection of suzies, filters and vee-belts as a matter of course. Luckily for us, he came direct from the dealer and had not had to call in there from a previous job. The van was relatively new and clean, while Williams himself was wearing clean overalls.
Total elapsed time lhour 3 minutes The operator's view: Steve Boffey, assistant operations manager, Burway Transport, says: "The response time was good considering the distance from the dealer. Appearance was good with a clean vehicle and the fitter looked the part."
The manufacturer's response.
Paul Fisher, Scania's customer services manager, says: "We are not unduly dissatisfied with this performance; we normally aim to be with a breakdown in under an hour. Given the circumstances, such as time of day and distance from the dealer, we believe the service Centurion provided was MNOORTAMANEMMY acceptable."
SCANIA LIFELINE
SEDDON ATKINSON Seddon's emergency service, known as Sabre, proved competent and without any nasty surprises. For the purposes of the test we were based at contractor and plant hire operator MJ Church's depot at Star Farm on the A420 just outside Marshfield, near Bath.
The "problem" vehicle was Roger Bettley's Sandbach-based Strato 325 tractive unit. The truck was supposed to have suffered a sudden power loss on the road, and to have pulled into Church's yard, where the mechanics traced the problem to a missing clip and a loose charge-cooler pipe. We phoned Sabre's 0800 number at 09:59hrs and got the usual hold music, in this case Bruce Hornsby and the Range (shared with Seddon's parent company Iveco). After about 50 seconds a relatively human voice on a recorded message that we would be dealt with soon, and it was a total of about one-and-a half minutes before the coordinator came on.
The co-ordinator was efficient and reasonably friendly: she asked for name, location, phone number, an outline of the problem, and the truck's details, including livery, registration number and gross weight—though not its chassis number or the operator's account number.
The co-ordinator said that help would come soon, but did not volunteer an estimated time of arrival. From start to finish, the call took four-and a-half minutes.
An hour and 25 minutes later, at 11:28hrs, the service van pulled into the yard. Technician Martin Taylor had come directly from Seddon Atkinson dealer SA Trucks of Avonmouth, 33 miles away.
He had received the message about our "breakdown" at 10:40hrs: his instructions included all the details we had given about the problem, so Taylor spent five or 10 minutes in the store room finding an assortment of appropriate clips and hoses. He had also spent a couple of minutes at the Marshfield end searching for Church's well. camouflaged yard entrance. Taylor's van was a Leyland Daf 400 which wouldn't win any concours prizes for its appearance inside or out, but which seemed to be equipped with everything but the kitchen sink. Taylor was courteous and friendly and certainly gave the impression he knew what he was about. Overall the service we got from Seddon Atkinson was pretty good, and it was certainly adequate at the dealer end, making up some of the 35 minutes between our call and the message reaching the technician.
Total elapsed timed 1 hour 29 minutes
The operator's view: David Bell, general manager, MJ Church says: "Considering the distance, the response time was very good. The whole thing was conducted sensibly and efficiently."
Manufacturer's response: Frank Whalley, publicity manager at Seddon Atkinson comments: "We would have preferred to have been adjudged firstclass, but there is a fair amount of luck on an exercise like this and we are pleased
with the operator's 0800 response. 800 601 "PS—they're replacing the van!" With Volvo riding on the crest of the FH wave, we thought Action Service Europe might take some convincing that one had broken down. Persuasion began at 9.53hrs but was delayed for two minutes while we waited in its call queuing system (had an FH really broken down elsewhere?). Then a co-ordinator took our name, company and telephone number: we answered in the identity of Barry Hill from Knowles Transport. We were also asked details of the truck's model and registration, its colour and that of the trailer and whether we were loaded. While the home dealer's name was requested, the account number was not.
Next, the co-ordinator asked the nature of the fault the (now effective) exhaust brake has stuck on, we said. Some time was taken over the request for our location as it was remote to say the least. The farm was along an unnamed and unsignposted access lane, and more than a mile off the A515 Buxton to Ashbourne road.
All this took five minutes. The call ended at 09:58hrs with a promise to call back with an estimated time of arrival. After 10 minutes the caller said a van from Manchester Truck & Bus's Stockport branch would be with us about 11:15hrs.
At 11:19hrs Peter Bradbury called from his Renault Trafic van to double check our location. He was en-route and had been given our number so took the advantage of a hold up in roadworks to check our exact location and directions. He pulled into the farmyard at 11:34hrs.
Bradbury estimated that he had received his instructions at about 10:20hrs and was armed with a note of our fictitious fault, word perfect as we had described it. He spent 10 minutes selecting solenoids and electrical connectors from the stores before setting off in the van. Already aboard was the full range of electrical, cooling and air system parts most commonly needed.
The 25.5-mile journey including traffic delays on the A6 which had taken the travelling time to just over the hour.
Total elapsed time lhour 41 minutes. The operator's comment:
Tim Gratton was on the road so he did not witness the proceedings.
Manufacturer's response:
Volvo says: "Our average response time for Britain and Ireland for the whole of 1994 was 74 minutes. The 20min delay caused by roadworks on the 25-mile run to the vehicle location obviously reads against us. However, we have no grouse with the test as completed.
CONCLUSION
• In the real world a few minutes' difference in response time is irrelevant. It's the long delays that cause real problems. Sounding out the operators who helped us showed that the critical factor is being kept informed. Without exception, every breakdown was attended by a competent technician with the necessary equipment to get our ghost trucks back on the road. That must be good news for operators. But as this test shows, every manufacturer has something to learn. Nobody's perfect, even us. When we repeat this test we'll have learned from our mistakes—will they? Time will tell...