Customer Service thread

Dan

Site Administrator

18,116

01 Aug 2014, 2:50 pm #81

(01 Aug 2014, 2:39 pm)AdamY I think I should have made my second point a bit clearer.

Your earlier post implies that someone might be lying about what time the bus arrived back at the depot. If the bus arrived, say, 5-10 minutes early then someone (at the depot) may notice and question the reason why that particular bus and driver has arrived at the depot so soon. However, if a bus arrived back at the depot, say, 1 or 2 minutes early, it may go largely unnoticed, especially if other buses and drivers are due back at the same time. Therefore, if asked, did the bus arrive back at the depot on time, someone might answer 'yes' simply because they thought the bus arrived back as scheduled. Not an ideal answer but certainly not a lie.

I was told, in the original e-mail from Customer Services, that my complaint was passed onto the depot. It was the depot who provided the Customer Services representative with the information that the bus operated on-time. I know fine well that this is not correct. If it was, I would have had my photo, and I wouldn't have lodged the complaint. I arrived at the stop 5 minutes before the bus was due, so it must have been at least 6 minutes early. That, in my eyes, is the lie. Why the depot would lie to this Customer Services representative, I do not know, but I am 100% certain that it did not operate on time.

It was 6+ minutes early at Monkwearmouth, so this would be replicated at the depot too - assuming the running times back to the depot are realistic (which I'm sure they would be). If the driver had his foot down all the way from East Boldon to Monkwearmouth, he could have perhaps managed to get back 2 minutes quicker than the scheduled timings - and he would have made this time up when passing the Greyhound Stadium at full speed, given that the driver certainly shouldn't be speeding through East Boldon. 6 minutes early is just a complete joke though, and he must have passed a timing point early to do that (despite what Customer Services has told me).

With regards to the whole running board/depot thing... My issue was that the Customer Services representative asked me if she could check any other times for me, and I did (when it actually arrived back in the depot versus the time scheduled to on the running board), and she chose not to answer - and instead suggested that she made a mistake and the bus actually left the East Boldon timing point 12 seconds early.