https://www.facebook.com/simplyGNE?ref=ts&fref=ts
Dear Go North East, you will also be receiving an email copy of this
I am a Go Ahead Group shareholder. Not a large one, a few thousand pounds worth and I wanted to let you know I'll be making a formal complaint along with another 8 shareholders to Shareholder Relations and to Head Office- not Gateshead, your actual real Head Office (our total shareholding although small is not insignificant) over the maintenance and management of this page.
Customers are the business. Your response, attitude and handling of them is key to how we do as a business and how the company is perceived.
The handling and response to customers outside of hours is absolutely awful. A what not to do in service.
If someone were to board a bus and then be rude, short and offensive to fellow passengers, who then complained, your driver would act and remove the passenger. Yet when this occurs on Facebook you simply say 'It's an open forum'.
No it's not. You choose to make it open. You can close it after you stop monitoring it, you can choose who you allow to post and reply.
I have no problems with people replying with factual opinion and details. Fare details etc. I do have a problem with people like Ian Hingett rudely dismissing people and exerting his opinion as factual detail. It makes it look like he represents your company and even if he doesn't, it is what they would call trolling
This wall has a Tony Clifton, a Harold Bishop, a Karl Kennedy. There is a forum where people have set up fake personalities to troll your page and you allow it. People are taking the michael and you don't even bloody notice or worse, ignore it.
I have absolutely no confidence in your customer service management nor their abilities to handle this situation as aresult of this situation. The head is firmly in the sand.
Absolutely no other major company would allow this to happen, its frankly embarassing and insulting
I look forward to your withering dithering response and I look forward to the response of Sarah Boundy, the Go Ahead media and PR director and that of Tom Dodds, your PR man down at Queen Street.
Yours Faithfully.
David Atkinson