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Iveco
Page 62
Page 63
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Things are bound to go wrong on a test like this but why does it always involve Iveco? This years glitch was down to a bizarre coincidence. We called IvecoS UK helpline number where a helpful operator took all our breakdown details. Only at the end of the call, when he confirmed the details of our "Iveco Daily" breakdown and we replied "no, it's a Stars" did things get confused.
He pointed out that Green Flag only does vans. Slightly confused, we ended the call and moved to IvecoS international number. Only after the exercise ended, and Iveco denied any connection with Green Flag, did we discover that finger trouble had transposed the last two digits, but our wrong number got us a breakdown receptionist. Weird or what?
So, starting from scratch again, off we headed to Turin and Iveco's international call centre. We inttially had a problem with our pay as-you-go phones then switched to a phone with a proper account, whIch is when the clock actually started. After one ring, there was an automated message inviting us to "dial 00 for English", which immediately found us talking to an English speaking Italian. He put us on hold and =thin three minutes we were speaking to a native English speaker . We were given a job number and, six minutes later, an ETA of 60 to 90 minutes. In fact Andrew Akhurst turned up just 43 minutes after the call was initiated.
Akhurst was diagnosing a fault on a Daily van when he got our clout for our non-starting Stralis. "I'd just found it tool' he remarked with a smile, According to Akhurst whoever is free and has the right skills attends emergency calls, although knowledge is frequently shared between filters at the lveco workshop: "I've always tried to keep close to the electrician at work-he's amazing!"
The CD Bramall Daily was carrying all the necessary jump leads, booster box, spare alternator, starter motor and a compressor "in case we need to move the vehicle it's a pretty well killed out van," said Akhurst.
Typical call-outs are for Daily vans and electrical glitches on the Stalls, but they're always bringing out software updates so they're getting better." And there are also the torn suzies: "Some drivers think they're 80it long!"
Akhurst reckons good communication is the key to keeping breakdown customers happy when local traffic delays kick-in: ''As long as you update them, they're usually pretty understanding." The lveco man's advice to any stricken Stralis driver is to use the driver information display in the dash, especially when it comes to explaining a fault over the phone. "And don't ignore the warning lights!"
Duration of initial call: 8min Time for ETA: 6nnin ETA: 60-90min Time to arrive : 43min