TALES FROM THE ROAD
ERSA helps even when operators aren't driving their MCI coaches

By Carolyn A. Newton

It was the 4th of July when Susan Hatcher, owner of Seniors Unlimited, found herself stranded in the middle of the road with engine trouble somewhere in New York City, having recently finished a trip in one of her Van Hool coaches. Her first call was to an area service provider who made it clear he wouldn't exactly be striking up the band to help. So Hatcher, a longtime MCI customer with a mix of makes and models in her fleet, called MCI's Emergency Roadside Assistance to help her with her non-MCI coach.

MCI's in-house operators were more responsive. After determining it wasn't just a quick mobile truck fix, they were able to get her coach towed (coincidentally to the service company who first turned down her request for help). Her problem was eventually taken care of, and ERSA stayed in touch with her even after the repair.

Hatcher, a hands-on operator who doesn't hesitate to turn a wrench herself when she has to, has called ERSA several times over the years. "It's good to know there's someone to help no matter what type of coach we have," says Hatcher. "Service is MCI's strong point."

Seniors Unlimited wasn't the first MCI customer to get help with a competitor's coach, and doubtless won't be the last. ERSA has helped MCI customers with broken-down Prevosts, Van Hools, Setras and others. "We are here to serve the coach community" is a motto ERSA lives by every day. When coaches are down on the road, ERSA is always ready to help.

ERSA doesn't charge MCI customers for the help, though operators are, of course, responsible for any towing, repairs and related charges. As the owner of Seniors Unlimited will attest, getting good, responsive service is a value in itself. Says Hatcher, "It costs more to have a coach down than it does to have it repaired."

Has MCI ERSA helped you in a time of need? If you have a story about how our operators got you and your company's coaches back on the road, let us know! We may use your story in a future issue of FYI. Contact us at fyi@mcicoach.com.