(29 Oct 2016, 9:00 pm)Andreos1 wrote [ -> ]After logging on to GNE wifi for the first time in months today (and the first time ever on this phone), I had apparently used up my data allowance after pulling out of the bus station. Just enough time to recieve a fb message...
Frustrating!
Happening a lot lately this. Im sure some technical guru will be along to mumble something about cache or Ctrl alt and del
(29 Oct 2016, 9:00 pm)Andreos1 wrote [ -> ]After logging on to GNE wifi for the first time in months today (and the first time ever on this phone), I had apparently used up my data allowance after pulling out of the bus station. Just enough time to recieve a fb message...
Frustrating!
Stick a complaint into Customer Services and it can be investigated. The daily allowance of 125mb is reset daily.
(29 Oct 2016, 10:51 pm)Ambassador wrote [ -> ]Happening a lot lately this. Im sure some technical guru will be along to mumble something about cache or Ctrl alt and del
Never heard of much lately, we did have an issue a couple of months back, but that has been resolved - Do you let CS know? It has nowt to do with Ctrl Alt or Del that is for sure
(29 Oct 2016, 10:51 pm)Ambassador wrote [ -> ]Happening a lot lately this. Im sure some technical guru will be along to mumble something about cache or Ctrl alt and del
I did 'switch it off and back on again', but it didn't make a difference.
Must admit to not clearing my cache mind. With never having used the device before on GNE wifi, I didn't think it would have made much difference.
(30 Oct 2016, 7:33 am)citaro5284 wrote [ -> ]Stick a complaint into Customer Services and it can be investigated. The daily allowance of 125mb is reset daily.
Never heard of much lately, we did have an issue a couple of months back, but that has been resolved - Do you let CS know? It has nowt to do with Ctrl Alt or Del that is for sure
To be honest, previous experiences with that department, has given me the impression that it would be an exercise in futility.
A total waste of my time and theirs.
I understand nothing can be fixed if people don't know. However, until things are changed, I wouldn't trust them to tell me the colour vehicles used on the 21.
(30 Oct 2016, 8:18 am)Andreos1 wrote [ -> ]To be honest, previous experiences with that department, has given me the impression that it would be an exercise in futility.
A total waste of my time and theirs.
I understand nothing can be fixed if people don't know. However, until things are changed, I wouldn't trust them to tell me the colour vehicles used on the 21.
And here was me going to look into the issue myself for you
To be honest, Customer Services would need to pass it on to someone who deals with the wifi, as they do not have access to system we use to oversee the Moovboxes.
(30 Oct 2016, 2:11 pm)citaro5284 wrote [ -> ]And here was me going to look into the issue myself for you
To be honest, Customer Services would need to pass it on to someone who deals with the wifi, as they do not have access to system we use to oversee the Moovboxes.
You are more than welcome looking in to it. Couldn't tell you which purple Streetlite it was unfortunately.
I have no faith at all with GNE Customer Services - whether that applies to passing information on to other departments, or providing information. Too poor a service and response each and every time I have needed to ontact them (which could probably be counted on two hands).
The end result being, I rarely if ever contact them.
(30 Oct 2016, 2:19 pm)Andreos1 wrote [ -> ]You are more than welcome looking in to it. Couldn't tell you which purple Streetlite it was unfortunately.
I have no faith at all with GNE Customer Services - whether that applies to passing information on to other departments, or providing information. Too poor a service and response each and every time I have needed to ontact them (which could probably be counted on two hands).
The end result being, I rarely if ever contact them.
But how can you expect issues to be logged and fixed, if you do not contact the Customer Services team?
citaro5284 and I are not members of this forum to read up on issues you and others have found on Go North East's buses - this should be reported through the appropriate channels, in order for it to be logged in the system correctly. This is why aureolin has stated several times in the past that this forum should not be used as a place to log faults.
(30 Oct 2016, 2:29 pm)Dan wrote [ -> ]But how can you expect issues to be logged and fixed, if you do not contact the Customer Services team?
citaro5284 and I are not members of this forum to read up on issues you and others have found on Go North East's buses - this should be reported through the appropriate channels, in order for it to be logged in the system correctly. This is why aureolin has stated several times in the past that this forum should not be used as a place to log faults.
To repeat what I said earlier.
I understand nothing can be fixed if people don't know. However, until things are changed, I wouldn't trust them to tell me the colour vehicles used on the 21. ![[Image: wink.gif]](http://northeastbuses.co.uk/forum/images/smilies/wink.gif)
My perception of GNE Customer Services is based on previous experiences.
If they're unwilling to resolve or respond to far more serious issues and complaints than dodgy wifi, with 'accuracy', then I have zero faith in them dealing with this.
(30 Oct 2016, 8:59 pm)Andreos1 wrote [ -> ]To repeat what I said earlier.
My perception of GNE Customer Services is based on previous experiences.
If they're unwilling to resolve or respond to far more serious issues and complaints than dodgy wifi, with 'accuracy', then I have zero faith in them dealing with this.
Not to be too off topic, but I entirely agree, I've made my thoughts on the poor social media management numerous times but Customers Services seem to be unempowered to fix anything. A shrug and empty apologies. If they were a shop or bank, I'd simply not use them purely on their service.
(30 Oct 2016, 8:59 pm)Andreos1 wrote [ -> ]To repeat what I said earlier.
My perception of GNE Customer Services is based on previous experiences.
If they're unwilling to resolve or respond to far more serious issues and complaints than dodgy wifi, with 'accuracy', then I have zero faith in them dealing with this.
Indeed, rather than expecting customers to report issues maybe more robust internal processes to stop the issues occurring in the first place would be the best way forward.
But without examples, how do you identify the root cause and work towards the resolution of a problem?
With IT systems, most incidents will be dealt with proactively anyway, and in the majority of cases resolved without a customer even realising there's been an outage. But unfortunately there's from time to time, with sporadic or wide spread, that can't be resolved.
Problem resolution has to start somewhere, and that has to be ensuring that customers log faults with customer services. It's not to be awkward, but without collating data of various incidents, it is very difficult to pin point what the root cause of the problem is.
I do agree that customer services need to be a bit more proactive when someone reports a technology problem. I reported an issue with the app a few weeks ago, and they were going to pass this on to the apps team, without taking a single detail from me. Like others have said, that doesn't fill me with a lot of confidence. Perhaps they should be asking for details depending what the issue reported is? The MAC address of your phone's wireless NIC would be a good start for WiFi issues, or the Make/Model/software version of your handset for app issues.
(30 Oct 2016, 9:42 pm)NAmbassador wrote [ -> ]Not to be too off topic, but I entirely agree, I've made my thoughts on the poor social media management numerous times but Customers Services seem to be unempowered to fix anything. A shrug and empty apologies. If they were a shop or bank, I'd simply not use them purely on their service.
(30 Oct 2016, 9:59 pm)James101 wrote [ -> ]Indeed, rather than expecting customers to report issues maybe more robust internal processes to stop the issues occurring in the first place would be the best way forward.
I have had a few beers, so excuse me if I make less sense than usual.
This was never meant to be a post which turned in to an anti-GNE rant. It was a post about the poor wifi on a purple streetlite and in turn, connected to technology in buses.
However, I do agree with the points you have both made.
I am more than happy providing info related to my issue. I just have zero faith in the GNE Customer Service team dealing with it appropriately.
(30 Oct 2016, 10:13 pm)Adrian wrote [ -> ]But without examples, how do you identify the root cause and work towards the resolution of a problem?
With IT systems, most incidents will be dealt with proactively anyway, and in the majority of cases resolved without a customer even realising there's been an outage. But unfortunately there's from time to time, with sporadic or wide spread, that can't be resolved.
Problem resolution has to start somewhere, and that has to be ensuring that customers log faults with customer services. It's not to be awkward, but without collating data of various incidents, it is very difficult to pin point what the root cause of the problem is.
I do agree that customer services need to be a bit more proactive when someone reports a technology problem. I reported an issue with the app a few weeks ago, and they were going to pass this on to the apps team, without taking a single detail from me. Like others have said, that doesn't fill me with a lot of confidence. Perhaps they should be asking for details depending what the issue reported is? The MAC address of your phone's wireless NIC would be a good start for WiFi issues, or the Make/Model/software version of your handset for app issues.
As I have said a number of times now, I understand a failure of passing info on, could result in the failure in resolving the issue.
I saw your latest comms with them and I did shake my head.
My last comms with them was two summers ago (communication you are aware of). Hopefully you can see why a serious issue like that and the response I got, would add to the opinion I have of that particular department.
An ignorant (?) response leads to apathy of the service on offer.
If they can't deal with something like that, why would they deal with a minor wifi issue appropriately?
(01 Mar 2017, 9:15 am)Michael wrote [ -> ]That photoshop though....
Wow. Just spilled my tea laughing at that, cheers Michael!
(01 Mar 2017, 6:24 pm)Andreos1 wrote [ -> ]I can't see it...
Not just me that is lost then!
It seems the picture was removed..
This was the picture
(01 Mar 2017, 8:19 pm)Michael wrote [ -> ]It seems the picture was removed..
This was the picture
Oh bloody hell! That is a pretty shoddy effort.
(01 Mar 2017, 8:19 pm)Michael wrote [ -> ]It seems the picture was removed..
This was the picture
I must have missed that first time round! Dear me!
Wonder who is behind that?!