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ellendune
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« Reply #120 on: December 02, 2016, 21:24:33 » |
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Good Luck to you Ollie in what ever you do next and thanks for all your help and advise .
According to his twitter he is going to learn to drive a train! |
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LiskeardRich
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« Reply #121 on: December 02, 2016, 22:07:12 » |
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Good Luck to you Ollie in what ever you do next and thanks for all your help and advise .
According to his twitter he is going to learn to drive a train! I'd read a suggestion that an unnamed useful person to the forum was leaving his customer facing role. I had put two and two to get the right answer then! |
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All posts are my own personal believes, opinions and understandings!
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TaplowGreen
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« Reply #122 on: December 02, 2016, 22:07:41 » |
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Have you considered giving customer services a call to ask why you've had to wait so long and have received no correspondence apologising for the delay in the meantime? After all it's getting on for twice as long as you were told you might have to wait.
I know that you shouldn't need to be have to do that, and the longer you wait the more your root point about GWR▸ not caring is emphasised - but I feel the points you raised and the questions you asked were important enough to receive a detailed personalised reply to, as you requested.
Tried three times.....first two I was kept waiting for so long I gave up, third time I spoke to someone who didn't seem to understand English. |
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IndustryInsider
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« Reply #123 on: December 02, 2016, 23:33:20 » |
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What did they say?
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To view my GWML▸ Electrification cab video 'before and after' video comparison, as well as other videos of the new layout at Reading and 'before and after' comparisons of the Cotswold Line Redoubling scheme, see: http://www.dailymotion.com/user/IndustryInsider/ |
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TaplowGreen
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« Reply #124 on: December 03, 2016, 09:44:14 » |
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What did they say?
A load of flannel about how busy they are.....to be honest, GWR▸ "customer service" is barely worthy of the name these days, so whilst I'm disappointed, I'm not surprised. Maybe someone higher up the GWR food chain needs to make the connection between rising dissatisfaction with their poor service and their customer service teams being overwhelmed and take action accordingly. |
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LiskeardRich
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« Reply #125 on: December 03, 2016, 11:34:55 » |
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Is this a side effect of outsourcing? The outsourcing staff have little concern for another company's customers? Staffing is clearly inadequate. To the OP▸ it took them 12 weeks to respond to me, so you've a good 6-7 weeks longer to wait at that basis!
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TaplowGreen
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« Reply #126 on: December 09, 2016, 08:42:11 » |
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.............which reminds me - 2 weeks now, still no reply.
Tis a little early yet.....  3 weeks and counting, no reply..... .......................4 weeks............  ....................5 weeks.............. ............6 weeks (and two more phone calls)..............  |
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TaplowGreen
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« Reply #127 on: December 13, 2016, 11:34:55 » |
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.........almost 7 weeks in we have some progress (well, sort of) - after being told it was likely to take another 3 weeks to get a reply, I emailed Hopwood directly and have just received this......... Dear Neil I am writing to acknowledge receipt of your email to our Managing Director, Mark Hopwood. Thank you for writing and we will respond to you as soon as possible. Kind regards Kellyann Steer| MD Correspondence |Great Western Railway "MD Correspondence" is certainly a grand title, let's see if it carries any influence!!!  ..............odds on a reply this side of 2017 anyone? |
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« Last Edit: December 23, 2016, 08:16:43 by TaplowGreen »
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LiskeardRich
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« Reply #128 on: December 13, 2016, 14:29:33 » |
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TG there is a discussion thread on railforums about GWR▸ (non) response times. Capita took over the customer service running from serco and relocated the service centre from Plymouth to Runcorn in the week of the Paddington Turbo Spad. Capita were reportedly unprepared and due to the spad and resultant influx have never got back on track due to that poor preparation. People on rail forum thread reporting still waiting responses from August.
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All posts are my own personal believes, opinions and understandings!
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IndustryInsider
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« Reply #129 on: December 13, 2016, 15:12:54 » |
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I was going to suggest an email to Mark Hopwwod might well be in order.
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To view my GWML▸ Electrification cab video 'before and after' video comparison, as well as other videos of the new layout at Reading and 'before and after' comparisons of the Cotswold Line Redoubling scheme, see: http://www.dailymotion.com/user/IndustryInsider/ |
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TaplowGreen
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« Reply #130 on: December 13, 2016, 16:14:32 » |
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TG there is a discussion thread on railforums about GWR▸ (non) response times. Capita took over the customer service running from serco and relocated the service centre from Plymouth to Runcorn in the week of the Paddington Turbo Spad. Capita were reportedly unprepared and due to the spad and resultant influx have never got back on track due to that poor preparation. People on rail forum thread reporting still waiting responses from August.
GWR may have delegated/outsourced responsibility, but they still have accountability. |
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broadgage
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« Reply #131 on: December 13, 2016, 17:43:17 » |
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Capita is very often written with an "r" inserted after the first letter, there are reasons for this |
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A proper intercity train has a minimum of 8 coaches, gangwayed throughout, with first at one end, and a full sized buffet car between first and standard.
It has space for cycles, surfboards,luggage etc.
A 5 car DMU▸ is not a proper inter-city train. The 5+5 and 9 car DMUs are almost as bad.
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LiskeardRich
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« Reply #132 on: December 13, 2016, 18:43:36 » |
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TG there is a discussion thread on railforums about GWR▸ (non) response times. Capita took over the customer service running from serco and relocated the service centre from Plymouth to Runcorn in the week of the Paddington Turbo Spad. Capita were reportedly unprepared and due to the spad and resultant influx have never got back on track due to that poor preparation. People on rail forum thread reporting still waiting responses from August.
GWR may have delegated/outsourced responsibility, but they still have accountability. Indeed, but unless you take the steps to email hopwood and friends they don't deal with any of it themselves. Crapita are making Serco look good! |
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Timmer
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« Reply #133 on: December 13, 2016, 19:53:40 » |
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I think the rail companies themselves should be handling passenger complaints not out sourcing to someone not associated with the company. Why should they care?
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old original
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« Reply #134 on: December 13, 2016, 22:34:51 » |
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....and they are dealing with all of TPE▸ and Hull Trains stuff as well, at the same location
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8 Billion people on a wet rock - of course we're not happy
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