I've been with RAC for about 3 years and for the first 2 years I used them quite often. Yes, the wait was long but the customer service was top-notch and always amazing from the phone customer service to the engineers fixing the issue on the car. I hadn't called them for about a year and then I recently needed them as my car was showing a puncture but when checking the wheel the puncture was supposed to be on it was fine. I called the first time and I received a very standoffish, rushing me off the phone, not trying to deal with this type of attitude from the phone. I was basically told to deal with it myself despite having tyre cover on my policy. I called again the next day and I got a lovely gentleman who gave me genuine advice and told me how to get this issue resolved. I don't know what happened during this first call as I've never experienced this in the 3 years I've used RAC. The phone customer service rep told me to reset my car system when I told him I don't know how to do this. He said he will talk me through it but that didn't happen. he changed the subject telling me to go and pump the tyre and that was it. I told him I had done this already but it is still showing tyre pressure issues. I felt that all the money I'm paying for the service is going to waste as the help I'm requesting and paying for has not been met. The 2nd call definitely redeemed them as I was ready to cancel my policy and go to another breakdown service. Customer service cannot leave paying customers like that with no useful advice. RAC needs to review their recruitment policies ASAP before you start losing private customers.