Auckland, NZ

29 August 2005

Dear Tammy Ellis

We had not intended to continue this correspondence beyond our last email, but we feel a need to clarify yet again the burden and basis of our complaints. It seems to us that you are trying to build some sort of excuse for Maui around the fact that we did not call out help or call in at a Maui Centre during our 3-month hire.

Had we experienced a problem that required the attention of a mechanic or the replacement of a part, we would of course have done what was necessary. Only a few of our many complaints related to minor mechanical or electrical problems, and none of these required urgent attention.

The point we tried to make was that were many, too many, small matters of concern, mostly related to design and service, all of which were quite unnecessary. Insignificant in themselves, they added up to an overall impression of slack management and a care-less staff. Whether or not you can say that our experience adds up to an 'isolated case' depends on the quality and quantity of the feedback you receive. Few customers are likely to have the expertise and the time to give you the detail that you require in order to keep your organisation on course.

A friend, Dr Paul Walsh, with experience and a little time, also hired a motorhome from you recently for the journey from Perth to Darwin. These are his written comments from an account posted on the internet:

“On Monday morning, we fronted the Maui desk to claim our home for the next couple of months – a Mercedes Sprinter - converted to a two-berth motor home. The van was superb, only a few months old with a substantial turbo-charged diesel to transport the 6½ metres of solid construction. Within the van, the conversion was fairly minimal though there was at least a good shower and toilet, air-conditioning front and back and an efficient hot and cold water system. However, cupboards were low and inadequate, while the equipment was Spartan. For example, only two sets of cutlery and crockery were provided. The toilet did not even feature a toilet roll holder or a mirror. Most of these minor matters were attended to at a cheap shop, though it was intimidating buying when the life of the purchases was likely to be only the 7½ weeks of the hire.”

His points echo ours. He didn't go back to the Maui depot or call out the AA because of them, but when the engine failed in the Northern Territories he had to accept a delay of 2 or more days and an exchange for an older vehicle! Had our engine failed, we can assure you that we too would have called someone!

Best wishes

Barry and Margaret Williamson