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I think that might be the final straw for me at the RailUK forums

Why did the machine say 'seek assistance'?
What's the confusion here? I'm at a loss. You're not clear about why there was such confusion, and why you were eventually let through.


You got this email back:
"Dear ...



Thanks for your feedback form of 3 November about your customer service experience at Westminster station.

I’m sorry you experienced such poor customer service from our staff at Westminster. The behaviour you describe falls well short of the standards we expect.

Good customer service is a priority and we invest a lot of time making sure staff are trained to the highest standards possible. It’s always disappointing when these standards aren’t met.

We take all complaints very seriously, so I have informed the Area Manager responsible for the station about your experience. As a priority, they will identify and then interview the staff member you described. They will then take appropriate action to make sure lessons are learnt and such behaviour isn’t repeated.

I hope this has been useful and I apologise again for the unpleasant behaviour.

Thanks again for contacting us. If there is anything else we can help you with, please reply to this email. Alternatively, you can call us on 0343 222 1234 and we’ll be happy to help you."

That's a pretty good response. What else do think should happen now?
 
nogojones said:
No, just that she didn't give a fuck. Why should she bother to pay attention? Its only a job.

Would have I done the same? I'd have done whatever needed to be done to give myself the quietest time. Unless I was truely bored - and that sometimes happens during working hours - and I fancied the sport.

And lets be honest, you are good sport
Click to expand...
Giving yourself "the quietest" time, and "not giving a fuck" means starting a needless confrontation instead of just letting a pax through the gate unmolested does it.....? Are you actually thinking about what you're saying, or are you just typing random things into the reply box?
 
Bungle73 said:
Giving yourself "the quietest" time, and "not giving a fuck" means starting a needless confrontation instead of just letting a pax through the gate unmolested does it.....? Are you actually thinking about what you're saying, or are you just typing random things into the reply box?
Click to expand...
wait a minute, the machine beeped 'seek assistance'. IME it's cos I've ran out of money on my oyster, or, I suppose, cos the machine has been programmed to think your ticket isn't valid. Do you know why that might be? I don't understand the 'cross' reference.
 
Orang Utan said:
Why did the machine say 'seek assistance'?
Click to expand...
How should I know? I don't program them. As I already pointed out they reject valid tickets left, right and centre

What's the confusion here? I'm at a loss. You're not clear about why there was such confusion, and why you were eventually let through.
Click to expand...
Who said I was confused?


You got this email back:
"Dear ...



Thanks for your feedback form of 3 November about your customer service experience at Westminster station.

I’m sorry you experienced such poor customer service from our staff at Westminster. The behaviour you describe falls well short of the standards we expect.

Good customer service is a priority and we invest a lot of time making sure staff are trained to the highest standards possible. It’s always disappointing when these standards aren’t met.

We take all complaints very seriously, so I have informed the Area Manager responsible for the station about your experience. As a priority, they will identify and then interview the staff member you described. They will then take appropriate action to make sure lessons are learnt and such behaviour isn’t repeated.

I hope this has been useful and I apologise again for the unpleasant behaviour.

Thanks again for contacting us. If there is anything else we can help you with, please reply to this email. Alternatively, you can call us on 0343 222 1234 and we’ll be happy to help you."

That's a pretty good response. What else do think should happen now?
Click to expand...
Exactly what they said was going to happen?
 
i wonder what Bungle73 would do if he missed the 11:45 or 11:53 train from waterloo to egham due to vi assistance taking time to organise.

We're looking at a straight up £100 taxi fare.

Yes this actually happened before anyone asked. the staff were most kind about it and said the station would cover it - it meant i got home at 3 AM but that was ok.
 
Orang Utan said:
wait a minute, the machine beeped 'seek assistance'. IME it's cos I've ran out of money on my oyster, or, I suppose, cos the machine has been programmed to think your ticket isn't valid. Do you know why that might be? I don't understand the 'cross' reference.
Click to expand...
The cross on a NR ticket that means a it is valid for cross-London transfer. The cross on the ticket that this entire saga revolves around. The cross on the ticket that I already explained about an age ago.
 
dialectician said:
i wonder what Bungle73 would do if he missed the 11:45 or 11:53 train from waterloo to egham due to vi assistance taking time to organise.

We're looking at a straight up £100 taxi fare.

Yes this actually happened before anyone asked. the staff were most kind about it and said the station would cover it - it meant i got home at 3 AM but that was ok.
Click to expand...
That's a nice story......and the relevance is....?
 
Bungle73 said:
The cross on a NR ticket that means a it is valid for cross-London transfer. The cross on the ticket that this entire saga revolves around. The cross on the ticket that I already explained about an age ago.
Click to expand...
so what does the cross on the ticket mean then?
 
Bungle73 said:
Who said I was confused?
Click to expand...
No one. The confusion is from people reading this. OK, the machine failed, this happens. But you went to a member of staff and they let you through. My confusion is why you are still aggrieved about this. A gremlin in the works stopped the machine letting you through, but you interacted with a human, who let you through the gate. You complained anyway, cos perhaps you weren't satisfied with the level of customer service you received, despite them letting you through, and you got a very conciliatory email from the powers that be.
So what now? why are you still unhappy?
I've asked this a few times now, but what do you want to happen now?
 
Bungle73 said:
If anyone's trolling here it's you methinks.
Click to expand...
I think it's a fair question Bungle. Everyone makes mistakes from time to time. Even you. Would you consider it fair if someone made a formal written complaint about a mistake you made that caused someone a few moments of delay and inconvenience?

If you have zero tolerance towards other people's mistakes surely you must have no complaints if others expect the same of you?
 
Bungle73 said:
Exactly what they said was going to happen?
Click to expand...
They said: "We take all complaints very seriously, so I have informed the Area Manager responsible for the station about your experience. As a priority, they will identify and then interview the staff member you described. They will then take appropriate action to make sure lessons are learnt and such behaviour isn’t repeated"
I'm confused. They told you what would happen, so why do you not appear to be content with this?
 
I'm not sure I want to be a member of this forum anymore. If this had happened to ANYONE else they would NEVER have been given the responses that I've got here. Apparently it's ok for Tube staff to harass and cause stress to paying customers....or is it only me? I guess if it happens to an elderly pax, that they are told they don't have a valid ticket when they do, or a disabled pax.....or is it just me? I am sick and tired of being constantly under attack on this forum. Everything is always my fault, even when it's pretty fucking clear that I'm the one who is the actual victim.
 
Orang Utan said:
They said: "We take all complaints very seriously, so I have informed the Area Manager responsible for the station about your experience. As a priority, they will identify and then interview the staff member you described. They will then take appropriate action to make sure lessons are learnt and such behaviour isn’t repeated"
I'm confused. They told you what would happen, so why do you not appear to be content with this?
Click to expand...
Where the fuck did I say I wasn't content? I said no such thing.
 
Orang Utan said:
No one. The confusion is from people reading this. OK, the machine failed, this happens. But you went to a member of staff and they let you through. My confusion is why you are still aggrieved about this. A gremlin in the works stopped the machine letting you through, but you interacted with a human, who let you through the gate. You complained anyway, cos perhaps you weren't satisfied with the level of customer service you received, despite them letting you through, and you got a very conciliatory email from the powers that be.
So what now? why are you still unhappy?
I've asked this a few times now, but what do you want to happen now?
Click to expand...
No, the machine did not fail. The machine functioned as intended. The member of staff made a fundamental error. Not a mundane error. A failure to carry out the core component of their responsibilities. People here are posting from a position of profound ignorance here. And they are ignoring what Bungle73 is trying to explain.
 
Bungle73 said:
Where the fuck did I say I wasn't content? I said no such thing.
Click to expand...
Maybe you didn't use that wording, but you do give the impression that you are unhappy with the way the complaint was dealt with. You were advised that the person you complained about was going to be spoken to. Was there anything else that you think should have happened?
 
Fawlty-Towers-4.jpg
 
teuchter said:
No, the machine did not fail. The machine functioned as intended. The member of staff made a fundamental error. Not a mundane error. A failure to carry out the core component of their responsibilities. People here are posting from a position of profound ignorance here. And they are ignoring what Bungle73 is trying to explain.
Click to expand...
why did the computer say no then? i'm still in the dark about what the problem was that kicked this all off
 
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