Mr. Kawazoe faced an issue with the handbrake while using the rental car and was very distressed. In a panic, he immediately reached out to QEEQ's online customer support through LINE for assistance.
QEEQ's staff confirmed Mr. Kawazoe's situation and quickly contacted the rental car company to arrange emergency towing services.
However, after the tow truck arrived, the staff on-site inspected the car and repaired the issue, allowing the vehicle to be used normally. As a result, the tow truck was not needed, but Mr. Kawazoe still felt uneasy. He recalled that there had been minor issues with the car when it was first rented, and thought, "The handbrake failure might not be my fault, but an issue with the vehicle itself." He therefore hoped that the towing costs would be waived.
To address Mr. Kawazoe's concerns, QEEQ's staff carefully listened to the situation and provided the following clear explanation:
"Mr. Kawazoe, if no costs have been incurred at this point, you can continue using the car with peace of mind. If any costs arise after the return, please contact us immediately, and we will assist with negotiations with the rental car company."
This response alleviated Mr. Kawazoe's worries. He appreciated the quick and careful handling of his case by QEEQ's staff, as well as the clear explanation of subsequent support, allowing him to continue his trip with peace of mind.