Well here is what I'm going through.
I have an issue with my car - in 2 years of ownership, except one paid service, this is the first time I have really asked them for anything.
Their first reaction - ignore. For a full week, and 6 different emails. I then got frustrated and complained to HQ, and someone called me - and basically said "Why don't you just take a note of when the issues happen, and we can look at the logs". Sounded more like a standard answer to get someone off the phone. I told them that I can repro the problem on demand, .. but they kept insisting that they need logs. I felt that they were just trying to get me off the phone as they really didn't want to deal with me. Almost like they are too busy dealing with bigger fires. Other customers perhaps with more pressing issues I am sure.
Anyway, a week later a brand new issue surfaces - this time it must be fixed. This new issue is not an annoyance, this is a must fix. And I call RSC - get their voicemail, leave message, call is not returned in 24 hours. I send an email, no response to that either.
So I call HQ, who connects me to a real person at RSC, who basically says "Someone will call you to set up the appointment" and they also tell me that appointments are 2 months out .... strange that I have to wait days to get an appointment that is months out.
.. but sure! Not like I have a choice anyway. So I guess I'll just man my phone all day long.
2 days later - nobody calls. So I call back, .. and they assure me that someone will call and the "concierge service" is the only one that can schedule an appointment. I complain that I cannot be around my phone all the time, can they at least give me a time when they'll call? Nope! I just have to sit around my phone, and they assure me that they will call - God knows when!
That was yesterday, still no call. Meanwhile I have to stick around my phone like a beaten wife from 1872.
Honestly, I'm thinking really hard about bad customer experiences I've had. I can't match this with too many others. Perhaps my health insurance, or maybe the IRS. But it's definitely amongst the top worst.