Yet another great example of customer service

[Mark Gleeson]

I know all about SAP but no matter the software, rubbish in is rubbish out

Of course if the CRM actually worked it would automatically print the acknowledgement letters itself to be signed

The commerically sensitive document tells us the 89% of complaints are concerning punctuality which doesn't really match with the real world

[2Funki4Wheelz]

Even auto letters are only partially useful - perhaps just to acknowlegde recceipt as you say.

People complain:
- to vent
- to be listened to
- to get some resolution/stop repetition of an issue

Autotext/copy & pasted feelingless letters where nothing changes because no one took the complaint seriously don't cut it.
I mean how many complaints do they get that they can't handle them all properly?

[Mark Gleeson]

Originally Posted by 2Funki4Wheelz

Even auto letters are only partially useful - perhaps just to acknowlegde recceipt as you say.

There is a commitment to do this and it never happens

[CSL]

[paddyb180285]

I was in Dalkey Station this morning to catch the 10:36 Drogheda service into town. While getting the ticket, there was nobody at the window. I didn't want to use the ticket machine as sometimes I have been given loose change and I had a €10 note at the time. I could see someone at the corner of my eye when I took a closer look through the window. So I knocked on the window to catch there attention. After a few seconds of being ignored, I said "Excuse me" in a polite manner.

I was approached and as he was serving me he started saying something. As I was getting money out of my wallet I didn't here him first time. So I said "pardon?" also in a polite manner. Than he said something along the lines of "would ever knock on the window of a shop?". I was speachless and he continued with "you shouldn't ever knock on the window of a shop. Its very rude? The train is in 8 minutes!". Even though I arrived in good advance, there should be at least one "shop keeper" at the tills at all times regardless of whether there is a rush or not especially when it is the only till in the entire shop. I walked off after this.

Nevertheless, I was absolutely appauled at the manner in which I was treated. I know Dalkey is serviced many times more frequently than Portarlington by train because it is serviced by the DART. However, it is IE duty to provide a courtious service. On the more positive side of things, I had a pleasent journey into town. It was on a 29000 series CAF 8-coach long Commuter train and they are very comfortable indeed.

[IT-Girl!]

On a slightly different note -
yesterday evening while boarding the 17:25 from Heuston the ticket checker stopped me when I showed him my weekly ticket. He asked me had it been stamped and when I said no he took it out of the sleeve and stamped it. He asked me had anyone explained why this needed to be done, I said no, even though it had been done only once before and I have been using weekly tickets now (as opposed to the annual one) for over a year. He said that they have to be stamped at least once in the week to prove that the ticket has been in use.
Now he was very pleasant and polite etc, but I don't understand this logic. Why do you have to prove that you've been using a weekly ticket? Surely all they care about is that I have a valid ticket with me when I'm travelling? And then why don't they stamp the monthly tickets once a week for the same reason?

[2Funki4Wheelz]

Originally Posted by IT-Girl!

Surely all they care about is that I have a valid ticket with me when I'm travelling? And then why don't they stamp the monthly tickets once a week for the same reason?

I've asked the same thing about monthly tickets - mine has been stamped once the last two months and the delay at boarding waiting for everyone to remove their season tickets from the wallets is very frustrating. Once they see it is stamped at least once they let you through.

I think Mark Gleeson mentioned something about trying to catch fake tickets.

[MrX]

Ah don't worry, they'll catch that one fare evader, even if it means making life absolutely miserable for 99.9999% of their customers.

[Thomas Ralph]

Originally Posted by IT-Girl!

On a slightly different note -
yesterday evening while boarding the 17:25 from Heuston the ticket checker stopped me when I showed him my weekly ticket. He asked me had it been stamped and when I said no he took it out of the sleeve and stamped it. He asked me had anyone explained why this needed to be done, I said no, even though it had been done only once before and I have been using weekly tickets now (as opposed to the annual one) for over a year. He said that they have to be stamped at least once in the week to prove that the ticket has been in use.
Now he was very pleasant and polite etc, but I don't understand this logic. Why do you have to prove that you've been using a weekly ticket? Surely all they care about is that I have a valid ticket with me when I'm travelling? And then why don't they stamp the monthly tickets once a week for the same reason?

That seems like a complete nonsense, once the ticket passes its valid-to date it's no longer any good.

[MidlandDeltic]

Originally Posted by tralph

That seems like a complete nonsense, once the ticket passes its valid-to date it's no longer any good.

Apart from, if not stamped, and any question of a refund comes into play for any reason, there is no proof the ticket has been used. Not a perfect fix, but better than nothing. Alternatively, a stamped ticket prevents someone trying to get a refund on the basis of non-use. Belive it or not, there are people who try such things......and more than you might think (speaking from experience in the transport industry)

Sean

[Thomas Ralph]

Well, if you validate it at a ticket machine, the details will be recorded on the stripe.

[Trafford]

Originally Posted by MidlandDeltic

Apart from, if not stamped, and any question of a refund comes into play for any reason, there is no proof the ticket has been used. Not a perfect fix, but better than nothing. Alternatively, a stamped ticket prevents someone trying to get a refund on the basis of non-use. Belive it or not, there are people who try such things......and more than you might think (speaking from experience in the transport industry)

Sean

I did this. Is it not considered acceptable? I bought a weekly ticket on a Saturday and woke up dead on Sunday. Went to doctor on Monday and was off work for the week. I sent the weekly ticket and doctor's cert to IE the following week. That was 2 months ago and I heard nothing since. I would have thought under the circumstances I had a good case for a refund. No?

[Mark Gleeson]

Yes if you filled in the right form http://www.railusersireland.org/pass...ket_refund.pdf

15 working days is the agreed timeframe, you did not state which route so I don't know which phone number to give

The doctor of course specifies a date thus who cares about when the ticket was validated last if at all

[Trafford]

Originally Posted by Mark Gleeson

Yes if you filled in the right form http://www.railusersireland.org/pass...ket_refund.pdf

15 working days is the agreed timeframe, you did not state which route so I don't know which phone number to give

The doctor of course specifies a date thus who cares about when the ticket was validated last if at all

I'm on the Portlaoise route. I asked the staff in Portlaoise, and also rang the customer service number, and they both said I was just to send the ticket and doctor's cert (copies of them) to the Customer Service Dept., Heuston Station. Neither said anything about filling out a form. I did include a cover letter though.

[Mark Gleeson]

01 703 44 99