TALES FROM THE ROAD
Customers help customers the ERSA way

By Carolyn A. Newton

"Bent axle" aren't words that any operator wants to hear when his coach is far from home. But that's exactly the diagnosis that Robert (Bob) Hume of Travel Mates, Virginia, received last month when a driver inadvertently took his 2007 MCI J4500 over a low concrete barrier near Denver, 1,700 miles from home.

Knowing that MCI's Emergency Roadside Assistance network is on the job 24 hours a day, 365 days a year, Hume called to find out what his best options for repair were in the area. That's when MCI's ERSA vendor network kicked in. Within a few minutes, ERSA called longtime MCI customer Arrow Stage lines and talked to them about the emergency situation. Rhonda and Rick at Arrow Stage Lines talked to Hume about the situation and went into action, referring Mr. Hume to a trusted flatbed towing company to bring the disabled vehicle to their shop.

When the coach arrived at the garage, Arrow Stage Lines started to work on it immediately, and, to the relief of Hume, the coach had considerably less damage than was first thought. Within 48 hours of the call to ERSA, Travel Mates was back on the road thanks to the helpful intervention from a fellow MCI customer. Delighted, Hume called MCI to express his appreciation for the quick response, courtesy and effort MCI's ERSA and Arrow Stage Lines put forth.

"It was so rewarding to have the kind of support [MCI and Arrow] provided," said Hume, adding that he's received several follow-up calls. "This is a shining example of why people should buy MCIs."

That kind of help is exactly what MCI's ERSA is all about. While MCI's own service centers can directly provide service in many areas, it's MCI's own valued customers that give the ERSA network its true strength across all of the U.S. and Canada. And at no time is that truer than on nights and weekends, when so many other businesses and repair facilities are closed.

Motorcoach customers have a long tradition of helping one another in times of need, and MCI has made that process easier. Customers helping customers the ERSA way is one more way MCI manifests its spirit of "Going further!"

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