Wednesday, 10 November 2010
a special treat, 2 entries :) He doesn't really get the point does he???
Dear Thank you for your emaiI and I was concerned to hear about the difficultiesyou had at Sheffield station. So that I can consider a goodwill gesture, I need the original tickets forour auditing process. They can be sent to our Freepost address: Freepost RSAK-GETK-BSJXCustomer RelationsEast Midlands TrainsNottinghamNG2 3DQ It will really help us if you quote the above reference number. I was concerned to hear that you feel this situation wasn't handled in anappropriate manner. Being polite to customers and treating them withrespect is vital to us, so I was particularly disappointed to hear yourcomments. We are taking your complaint seriously, as the details you have providedcertainly do not reflect the values of East Midlands Trains and thestandard of service we expect all staff to provide. I have sent a copy ofyour letter to the manager responsible for these members of staff. Theywill discuss your feedback to ensure they understand the negativeimpression they've created in this situation and ensure any appropriatetraining is given. I have passed your comments to the people who co-ordinate requests forassistance. They will try and find out what went wrong so that we can avoida similar problem happening again in the future. In this instance - it appears that you were travelling on an earlierservice than the pre-booked arrangements made with the assisted travel tea.In such instances we are reliant on the station you are travelling fromand/or the traincrew to make the your destination station aware of theamendments to your trave arrangements, so they can re-schedule yourassistance. If this is not the case my colleagues will not be aware of thechanges/immediately available at your revised arrival time. I was also concerned to hear about the problems on the journey itself. Aseach company deals with complaints or queries about its own service, I needto pass your comments on so that they can be properly addressed. So, I have passed your letter onto: Customer RelationsCross CountryCustomer RelationsCannon House18 The Priory SquareBirminghamB4 6BS08447369123 I'm sure they will be in touch with you shortly Thank you for taking the time to get in touch. Kind regards Mark HaslamCustomer Relations Officer Tel: 08457 125 678 (Option 5, then 3)Fax: 0845 6010988Email
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Train man said "Blah, blah, blah, making simpathetic noises, isn't my fault, blah, blah, blah, all your own fault, you weren't on the train you were supposed to be on, blah, blah, blah, a bad train company did it and ran away, blah, blah, blah."
ReplyDeleteGreat, tell me again why we should use our trains?
I thought it was a feeble attempt. He didn't even apologise.
ReplyDeleteLost my original so here goes again
ReplyDeleteYep its crap - look up obfuscatory and use it .... scan-in your tickets and other papers then send in the originals, as they have offered you something -= probably vouchers for a free trip.
As for travelling on an earlier service, this is a real world railway - trains run late and some even run early (my trains to London often arrive 30 mins ahead of time and have to go slow to do this). For an industry whose main 'product' is 'communication' I am often astounded by how badly the railway communicates internally, but give them a go at sorting out why it didn't work right this time - Network Rail dealt with you at Birmingham and told you they were sending the message to Sheffield to confirm the train you were on.
Depending on how well they address this you can than pass on the story to Passenger Focus if you are dissatisfied with the answer.
Bounce me the originals by off-blog means.
PS EM Trains were celebrating their 3rd year of having the franchise today in Nottingham - wish them a happy birthday in your reply!
ReplyDeleteOh and I just realised that you quoted the letter verbatim - a standard letter of stock plattitudes, and he hasn't even bothered to put your name in the opening salutation, along with the fairly obvious detail that he hasn't actually read your complaint in any detail and addressed it in his reply.
ReplyDelete