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IVECO
Page 59
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We tried hard to reveal our test to as few people as possible, and it was inevitable that this secrecy would backfire. After a single ring our first call to Iveco was transferred to three minutes of holding music. The Italian lady who answered put us on hold for another two minutes, then asked for our name before we were cut off. The second call followed a similar time scale, but was successfully concluded (or so we thought). No ETA was offered. Four hours later we called the Italian call centre again, quoting our reference number, and were told that a van would be with us within 15 minutes. After five hours, we called to cancel the call and went home.
Subsequently, (yew has told us that while the call centre had allocated the job to the nearest dealer within 15 minutes, its verification procedures involved contacting the truck operator. On being told by someone not in on the secret that the Stralis in question was in Cardiff, the call was cancelled. The call centre couldn't get back to us as the operator had mis-recorded one digit of our mobile number. Iveco fairly points out that this is not representative of the service its UK customers normally receive, It attributes the issue of our later being told a van was on its way to confusion between the truck owner, the call centre and the dealer.
Duration of initial call(s): 5min / 10min Time to arrive: Abandoned after 5 hours