Italy Online! - Turning Tuscan: A Step-by-Step Guide to Going Native - page 148

cernedtoconfirmthatthecarhasbeenrepaired.Noanswer.Itrycallingthe800numberfor
Zurich-Connect but it's inaccessible from outside Italy. As we're getting closer to depar-
ture, I start to send emails with the word “URGENT” in the title. I try to call the dealership
where the car was dropped offbut it'sAugust now,and they are onvacation forthe next ten
days. Finally, about three days before we return to Italy, I receive a reply from Customer
Service which informs me that the case is “in progress” and that I should call the Milan
claims office for further information. Unfortunately, they are also on vacation—until the
end of August. (If you're not from a Mediterranean Catholic country, you may not realize
that the reason everything shuts down in Italy in August is because the Madonna ascended
to heaven on August 15 th .)
We arrange to pick up a rental car at the airport upon our return to Italy. As soon as we get
home, I call the auto dealership in Siena where the car has been towed. They tell me that
the vehicle is still sitting on their lot where it was dropped off six weeks earlier. I immedi-
ately call Zurich-Connect on their 800 number (now accessible since we're back in Italy),
and I ask what's going on with my car.
“The case is in progress, Sir.”
“What does that mean? It's been six weeks already and the car hasn't been touched. What
does 'in progress' mean?”
“Like I said, this means that the case has been started and has not yet been completed.
That's all we can see on our screens, so that's all I can tell you.”
In all fairness to the Customer Service Call Center, the primary function of these folks is
to facilitate the sale of online insurance policies. So, as long as you don't have an accident,
everything works fine and you enjoy substantial savings. It's only if you have an accident
that problems can arise, problems which the Call Center staff has neither the tools nor in-
formation nor authority to resolve.
“So, how am I supposed to find out when my car will be ready?”
“The main office in Milan should have some additional information.”
“But they are closed until September!”
“Yes, that's correct. Is there anything else that I can help you with?”