Taxi Driver Online

Hi guy's i have been an Auriga customer for approximately 15 years, along the way we have had our ups and downs but mostly we have had a good working relationship. However about two and a half years ago we we started having some serious problems with their help-desk team, the situation resulted a year and a half later in us stopping our help-desk / maintenance payments. Shortly afterwards we received a visit from one of their sales rep's trying to sell us the evo-core system, i told the rep that we would love the new system but you just need to get your help-desk issues resolved first. A few back sides must have been kicked along the way as a further year down the line most of the issues were resolved and we started contract negotiations for the new system.

This is where the problems started, due to the help-desk/maintenance problems that we had previously encountered, i vigorously insisted on a year's free full help-desk/maintenance support. The rep agreed to this and printed a contract out for us to mull over before we signed up, a few weeks later we were happy to go ahead and i signed another contract that the rep printed out if front of us. I had confirmed with the rep that this was the same as the contract that had been left with us previously, the rep confirmed that it was indeed the same. After another couple of weeks we met with our Auriga account manager, the sales rep and a training guy, the main point of this meeting was to go clarify all of the contract contents and to sort out any of the nitty gritty stuff.

It was at the end of this meeting that the account manager told us that the contract that we had signed did not include full help-desk / maintenance support, we showed her our unsigned version and confirmed that it was different to the one that we had signed. She said well that's why we have these meetings, rest assured we will get it sorted. We have already had our first training day's at Auriga and the install of the system is being done as i type this, however the help-desk / maintenance issue remains unsolved.

We are heading down to Harpenden for our system managers course next week where we have made arrangements to meet with the Auriga management team to try and resolve the situation, i will keep you informed as to what the outcome of the meeting is.

Likewise....we switch to autocab in a matter of days here.

CC

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Think of how stupid the average person is, and realize half of them are stupider than that.
George Carlin

Likewise.....which part?

The cost of the help desk cost more than the equipment.

The cost of additional data units.

The attitude of the accounts staff.

CC

_________________
Think of how stupid the average person is, and realize half of them are stupider than that.
George Carlin

From what i've heard they are losing/lost a number of existing customers to autocab, do you know what autocab charge for data units and maintenance?

The 1st 12 months is free....and from what I can gather the maintenance is 50% cheaper.

The equipement itself from autocab saved my mate £40K on the auriga quotation.

CC

_________________
Think of how stupid the average person is, and realize half of them are stupider than that.
George Carlin

And Auriga wonder why they are losing customers!

I think call back and text back were included in the quote....the dataheads are the 'sigmas' with a map on....just so I dont get lost

All the equipment is here....just waiting for ofcom to get their fingers out adjusting the license.

CC

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Think of how stupid the average person is, and realize half of them are stupider than that.
George Carlin

Go back to the old system 2 tin cans and a piece of string

It's not the new system that i have a problem with, in fact it looks to be the dogs! It's the way they conduct their business that i'm questioning. My opinion is that the sales rep has dropped a bo***ck and now they are trying to cover up the mistake and pretend that it didn't happen.

That's their problem, and theirs alone.

I think the problem with Auriga is that Auriga think they are bigger and better than they actually are.

When they eventually realise that it's the customer that's king, they might progress.

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IDFIMH

I agree it is their problem, i'm pretty sure that they are trying to wriggle out it though. We'll just have to wait and see what next week's meeting bring's. I intend to post here all of the details which ever way it goes, i just hope they do the right thing!

I see Dunn and Bradstreet have changed Auriga's credit rating in the last week with a 'negative' adjustment.

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A member of the Hire or Reward Industry

That cos of the money they have lost on Mr Bosses maintenance contract.

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IDFIMH