my email to hertz about black and white customer service

To: Hertz:

Hi Karlie,

Could you do me a favour and confirm what the Hertz licence policy is, related to lost licences?

For example i misplaced my licence last week and requested a replacement online with Vic Roads and get a replacement receipt number.

I took this number and my hertz gold card, plus a photo ID and Medicare card to Hertz city depot to pick up a rental. The manager there s(Tony) said they have a black and white policy that if you don’t have a licence on you they won’t give you the car.

I pointed out that my licence details are on my Hertz #1 Gold profile, plus my credit card details and i have enough ID to prove who i am plus i have a receipt number from VIC Roads for a replacement licence.

He still refused pointing to the black and white policy. Anyway i decided to call Vic Roads and they confirmed who i was and said I would need to fax Vic Road on a Hertz letter head and then they would reply to Hertz on my behalf.

As it turn out the fax got to Vic Roads just as their call centre closed and i was waiting for Vic Roads to call me back. I told the Hertz manager the latest development and he still would not give me a car.

So in the meantime while waiting for Vic Roads to get back to me, i went across the road to Avis, showed them a photo ID and my Medicare card, preferred membership number and they gave me a car straight away without any drama.!

So i parked the Avis car out from of the Hertz office and went in to inform them that Avis gave me a car without any drama. No black and white rules just good customer service.

Tony referred back to the Hertz black and white policy and i told Tony that i think when it comes to good customer service that black and white is not good enough, especially for a Gold member.

Therefore Karlie, if you could just confirm for me what the black and white policy is related to this issue, as i am not sure if it is so black and white or if there is room for discretion on behalf of the manager, especially given i had a receipt number for my licence replacement.

Any feedback on this would be appreciated.

Thanks,Steve