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Andreos1



14,251
28 Sep 2013, 2:38 pm #421
Has anyone seen Trent's latest complaint and the all too standard 'shrug of the shoulders' from GNE?

In this day and age, I find it amazing a member of the RAF, Army or Navy sitting somewhere on the other side of the world can notify someone in the UK of an issue within seconds, but 'control' sitting no more than 15 miles from Queen Street, can't notify Customer Services of a missing bus...
'Illegitimis non carborundum'
Andreos1
28 Sep 2013, 2:38 pm #421

Has anyone seen Trent's latest complaint and the all too standard 'shrug of the shoulders' from GNE?

In this day and age, I find it amazing a member of the RAF, Army or Navy sitting somewhere on the other side of the world can notify someone in the UK of an issue within seconds, but 'control' sitting no more than 15 miles from Queen Street, can't notify Customer Services of a missing bus...

'Illegitimis non carborundum'

Leyland



14
28 Sep 2013, 5:01 pm #422
(28 Sep 2013, 2:38 pm)Andreos1 Has anyone seen Trent's latest complaint and the all too standard 'shrug of the shoulders' from GNE?

In this day and age, I find it amazing a member of the RAF, Army or Navy sitting somewhere on the other side of the world can notify someone in the UK of an issue within seconds, but 'control' sitting no more than 15 miles from Queen Street, can't notify Customer Services of a missing bus...

Yes I saw it and couldn't help chipping in with some comments! Asking customers to log formal complaints before they can provide an explanation as to why a bus didn't turn up is just pathetic, especially when they're allegedly already too bogged down to reply to complaints within the promised 5 working days...
Edited 28 Sep 2013, 5:02 pm by Leyland.
Leyland
28 Sep 2013, 5:01 pm #422

(28 Sep 2013, 2:38 pm)Andreos1 Has anyone seen Trent's latest complaint and the all too standard 'shrug of the shoulders' from GNE?

In this day and age, I find it amazing a member of the RAF, Army or Navy sitting somewhere on the other side of the world can notify someone in the UK of an issue within seconds, but 'control' sitting no more than 15 miles from Queen Street, can't notify Customer Services of a missing bus...

Yes I saw it and couldn't help chipping in with some comments! Asking customers to log formal complaints before they can provide an explanation as to why a bus didn't turn up is just pathetic, especially when they're allegedly already too bogged down to reply to complaints within the promised 5 working days...

citaro5284



3,234
28 Sep 2013, 8:46 pm #423
(28 Sep 2013, 2:38 pm)Andreos1 Has anyone seen Trent's latest complaint and the all too standard 'shrug of the shoulders' from GNE?

In this day and age, I find it amazing a member of the RAF, Army or Navy sitting somewhere on the other side of the world can notify someone in the UK of an issue within seconds, but 'control' sitting no more than 15 miles from Queen Street, can't notify Customer Services of a missing bus...

What would you rather want? The Control Room trying to get the services back on time and regulating them to minimise further lost mileage or informing someone that a bus is missing. I think option 1 for me.
Edited 28 Sep 2013, 8:47 pm by citaro5284.
citaro5284
28 Sep 2013, 8:46 pm #423

(28 Sep 2013, 2:38 pm)Andreos1 Has anyone seen Trent's latest complaint and the all too standard 'shrug of the shoulders' from GNE?

In this day and age, I find it amazing a member of the RAF, Army or Navy sitting somewhere on the other side of the world can notify someone in the UK of an issue within seconds, but 'control' sitting no more than 15 miles from Queen Street, can't notify Customer Services of a missing bus...

What would you rather want? The Control Room trying to get the services back on time and regulating them to minimise further lost mileage or informing someone that a bus is missing. I think option 1 for me.

gtom

Banned

1,316
28 Sep 2013, 8:49 pm #424
I find it funnier that Percy Main jumped in claiming it's in writing he's got day pass coming when GNE clearly said MAY.

His mother won't get anything either.

I find him ridiculous

To compare RAF to GNE. Come on! RAF tech budget is billions.
Edited 28 Sep 2013, 8:51 pm by gtom.
gtom
28 Sep 2013, 8:49 pm #424

I find it funnier that Percy Main jumped in claiming it's in writing he's got day pass coming when GNE clearly said MAY.

His mother won't get anything either.

I find him ridiculous

To compare RAF to GNE. Come on! RAF tech budget is billions.

Leyland



14
28 Sep 2013, 9:33 pm #425
(28 Sep 2013, 8:46 pm)citaro5284 What would you rather want? The Control Room trying to get the services back on time and regulating them to minimise further lost mileage or informing someone that a bus is missing. I think option 1 for me.

I'd want both, and have in fact always done both at every operator I've worked for. Yes the priority is to get the service back on track again but you have to log each problem and what you've done about it so why, in this age of computers, can't this be automatically passed on to customer services and bus station staff etc. at the same time even if it's just a list of lost journeys, with basic reasons, so at least there's something to answer any enquiries with?

At the moment I'm not even sure that Control even know the true picture of what's going on.
Leyland
28 Sep 2013, 9:33 pm #425

(28 Sep 2013, 8:46 pm)citaro5284 What would you rather want? The Control Room trying to get the services back on time and regulating them to minimise further lost mileage or informing someone that a bus is missing. I think option 1 for me.

I'd want both, and have in fact always done both at every operator I've worked for. Yes the priority is to get the service back on track again but you have to log each problem and what you've done about it so why, in this age of computers, can't this be automatically passed on to customer services and bus station staff etc. at the same time even if it's just a list of lost journeys, with basic reasons, so at least there's something to answer any enquiries with?

At the moment I'm not even sure that Control even know the true picture of what's going on.

Adrian

Website


9,593
28 Sep 2013, 10:31 pm #426
(28 Sep 2013, 8:46 pm)citaro5284 What would you rather want? The Control Room trying to get the services back on time and regulating them to minimise further lost mileage or informing someone that a bus is missing. I think option 1 for me.

I'd rather an operation was resourced effectively.

Edit: Just to expand on this. I myself work in operational support - albeit a different industry. I find that far too many companies try and run their operational support teams at minimal (economic) cost. This is usually by reduction of staff, with an expectation that remaining staff will do more. As a result, the customer ultimately receives a poorer level of service, as the department is stretched to it's limits. Something you've actually pointed out in your original post.

It's basic that an incident log should be kept, as someone else alluded to above. That log should be available to anyone (internally) who needs to view it. Management and customer services most definitely being two examples of that. Have Go North East heard of collaboration? A solution as simple as appending a document on MS SharePoint would achieve what we want here...
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Adrian
28 Sep 2013, 10:31 pm #426

(28 Sep 2013, 8:46 pm)citaro5284 What would you rather want? The Control Room trying to get the services back on time and regulating them to minimise further lost mileage or informing someone that a bus is missing. I think option 1 for me.

I'd rather an operation was resourced effectively.

Edit: Just to expand on this. I myself work in operational support - albeit a different industry. I find that far too many companies try and run their operational support teams at minimal (economic) cost. This is usually by reduction of staff, with an expectation that remaining staff will do more. As a result, the customer ultimately receives a poorer level of service, as the department is stretched to it's limits. Something you've actually pointed out in your original post.

It's basic that an incident log should be kept, as someone else alluded to above. That log should be available to anyone (internally) who needs to view it. Management and customer services most definitely being two examples of that. Have Go North East heard of collaboration? A solution as simple as appending a document on MS SharePoint would achieve what we want here...

Forum Moderator | Find NEB on facebook

Andreos1



14,251
29 Sep 2013, 8:45 am #427
(28 Sep 2013, 10:31 pm)aureolin I'd rather an operation was resourced effectively.

Edit: Just to expand on this. I myself work in operational support - albeit a different industry. I find that far too many companies try and run their operational support teams at minimal (economic) cost. This is usually by reduction of staff, with an expectation that remaining staff will do more. As a result, the customer ultimately receives a poorer level of service, as the department is stretched to it's limits. Something you've actually pointed out in your original post.

It's basic that an incident log should be kept, as someone else alluded to above. That log should be available to anyone (internally) who needs to view it. Management and customer services most definitely being two examples of that. Have Go North East heard of collaboration? A solution as simple as appending a document on MS SharePoint would achieve what we want here...

Or giving them access to Hootsuit...

It doesn't have to cost any money at all in the way of purchasing additional access rights - but I get what you are saying about Sharepoint

@gtomlinson - RAF, army and Navy kit may be more advanced (possibly not) and may cost millions (possibly not). The point is, it doesn't cost me millions or take any time at all to send an email or communicate to someone across the world. If I can do it, why can't control do it.

@citaro - Yes, the priority may be to get the bus back on time, but as I (and others) have pointed out, how complicated and how long does it take to notify someone in customer services of these problems? Seconds...
'Illegitimis non carborundum'
Andreos1
29 Sep 2013, 8:45 am #427

(28 Sep 2013, 10:31 pm)aureolin I'd rather an operation was resourced effectively.

Edit: Just to expand on this. I myself work in operational support - albeit a different industry. I find that far too many companies try and run their operational support teams at minimal (economic) cost. This is usually by reduction of staff, with an expectation that remaining staff will do more. As a result, the customer ultimately receives a poorer level of service, as the department is stretched to it's limits. Something you've actually pointed out in your original post.

It's basic that an incident log should be kept, as someone else alluded to above. That log should be available to anyone (internally) who needs to view it. Management and customer services most definitely being two examples of that. Have Go North East heard of collaboration? A solution as simple as appending a document on MS SharePoint would achieve what we want here...

Or giving them access to Hootsuit...

It doesn't have to cost any money at all in the way of purchasing additional access rights - but I get what you are saying about Sharepoint

@gtomlinson - RAF, army and Navy kit may be more advanced (possibly not) and may cost millions (possibly not). The point is, it doesn't cost me millions or take any time at all to send an email or communicate to someone across the world. If I can do it, why can't control do it.

@citaro - Yes, the priority may be to get the bus back on time, but as I (and others) have pointed out, how complicated and how long does it take to notify someone in customer services of these problems? Seconds...

'Illegitimis non carborundum'

Michael



19,177
29 Sep 2013, 12:27 pm #428
wheres me bus at like?! 15mins late for work a am Yas are losing is money joke what yas are wi ya ramshackle buses and ya awful service. shame arriva doesn't run It
Like · · about an hour ago

Go North East http://www.simplygo.com/contactusform/
33 minutes ago · Like

Ian Hignett Can you translate please?


yes he may find it hard to read but does he have to reply with that?

GNE need to do something

No email and its being 5 working days... emailing them again tomorrow
Ooo Friend, Bus Friend.
Michael
29 Sep 2013, 12:27 pm #428

wheres me bus at like?! 15mins late for work a am Yas are losing is money joke what yas are wi ya ramshackle buses and ya awful service. shame arriva doesn't run It
Like · · about an hour ago

Go North East http://www.simplygo.com/contactusform/
33 minutes ago · Like

Ian Hignett Can you translate please?


yes he may find it hard to read but does he have to reply with that?

GNE need to do something

No email and its being 5 working days... emailing them again tomorrow

Ooo Friend, Bus Friend.

Tom

Website


6,138
29 Sep 2013, 12:51 pm #429
(29 Sep 2013, 12:27 pm)Michael wheres me bus at like?! 15mins late for work a am Yas are losing is money joke what yas are wi ya ramshackle buses and ya awful service. shame arriva doesn't run It
Like · · about an hour ago

Go North East http://www.simplygo.com/contactusform/
33 minutes ago · Like

Ian Hignett Can you translate please?


yes he may find it hard to read but does he have to reply with that?

GNE need to do something

No email and its being 5 working days... emailing them again tomorrow

This is getting beyond a joke now. Ian should be banned from the Facebook Page.
Tom
29 Sep 2013, 12:51 pm #429

(29 Sep 2013, 12:27 pm)Michael wheres me bus at like?! 15mins late for work a am Yas are losing is money joke what yas are wi ya ramshackle buses and ya awful service. shame arriva doesn't run It
Like · · about an hour ago

Go North East http://www.simplygo.com/contactusform/
33 minutes ago · Like

Ian Hignett Can you translate please?


yes he may find it hard to read but does he have to reply with that?

GNE need to do something

No email and its being 5 working days... emailing them again tomorrow

This is getting beyond a joke now. Ian should be banned from the Facebook Page.

Dan

Website
Site Administrator

18,128
29 Sep 2013, 5:44 pm #430
(29 Sep 2013, 12:51 pm)W179SCU This is getting beyond a joke now. Ian should be banned from the Facebook Page.

Further comments have been made in the past few hours - http://www.facebook.com/simplyGNE/posts/...5745105710

Quite liked this one:

Connor Grieves Gan boil ya heed hignett
2 hours ago via mobile · Unlike · 8
Dan
29 Sep 2013, 5:44 pm #430

(29 Sep 2013, 12:51 pm)W179SCU This is getting beyond a joke now. Ian should be banned from the Facebook Page.

Further comments have been made in the past few hours - http://www.facebook.com/simplyGNE/posts/...5745105710

Quite liked this one:

Connor Grieves Gan boil ya heed hignett
2 hours ago via mobile · Unlike · 8

Michael



19,177
29 Sep 2013, 5:48 pm #431
(29 Sep 2013, 5:44 pm)Daniel Further comments have been made in the past few hours - http://www.facebook.com/simplyGNE/posts/...5745105710

Quite liked this one:

Connor Grieves Gan boil ya heed hignett
2 hours ago via mobile · Unlike · 8

lmao
Ooo Friend, Bus Friend.
Michael
29 Sep 2013, 5:48 pm #431

(29 Sep 2013, 5:44 pm)Daniel Further comments have been made in the past few hours - http://www.facebook.com/simplyGNE/posts/...5745105710

Quite liked this one:

Connor Grieves Gan boil ya heed hignett
2 hours ago via mobile · Unlike · 8

lmao

Ooo Friend, Bus Friend.

Fyacebukpolis



7
29 Sep 2013, 5:56 pm #432
(29 Sep 2013, 5:48 pm)Michael lmao

Is Stumpy McBagpipes a real name?
Fyacebukpolis
29 Sep 2013, 5:56 pm #432

(29 Sep 2013, 5:48 pm)Michael lmao

Is Stumpy McBagpipes a real name?

Malarkey



6,064
29 Sep 2013, 8:47 pm #433
(29 Sep 2013, 5:56 pm)Fyacebukpolis Is Stumpy McBagpipes a real name?

Yeah it is, this kid was in my Maths class at College unfortunately. One of Washington's Finest little scruffs from the Area they call .... Sulgrave hahaha.
Malarkey
29 Sep 2013, 8:47 pm #433

(29 Sep 2013, 5:56 pm)Fyacebukpolis Is Stumpy McBagpipes a real name?

Yeah it is, this kid was in my Maths class at College unfortunately. One of Washington's Finest little scruffs from the Area they call .... Sulgrave hahaha.

Michael



19,177
29 Sep 2013, 8:50 pm #434
(29 Sep 2013, 8:47 pm)Adam Malarkey Yeah it is, this kid was in my Maths class at College unfortunately. One of Washington's Finest little scruffs from the Area they call .... Sulgrave hahaha.

Sulgrave is a right dump.... its full of chav's
Ooo Friend, Bus Friend.
Michael
29 Sep 2013, 8:50 pm #434

(29 Sep 2013, 8:47 pm)Adam Malarkey Yeah it is, this kid was in my Maths class at College unfortunately. One of Washington's Finest little scruffs from the Area they call .... Sulgrave hahaha.

Sulgrave is a right dump.... its full of chav's

Ooo Friend, Bus Friend.

Malarkey



6,064
29 Sep 2013, 8:54 pm #435
(29 Sep 2013, 8:50 pm)Michael Sulgrave is a right dump.... its full of chav's

Good Job I live in Lambton, as you are indeed correct it is Dump, although it does have a Posh end now. There worse places like Barmston where I used to live and of course not forgetting Blackfell on that list also.
Malarkey
29 Sep 2013, 8:54 pm #435

(29 Sep 2013, 8:50 pm)Michael Sulgrave is a right dump.... its full of chav's

Good Job I live in Lambton, as you are indeed correct it is Dump, although it does have a Posh end now. There worse places like Barmston where I used to live and of course not forgetting Blackfell on that list also.

Dan

Website
Site Administrator

18,128
29 Sep 2013, 9:00 pm #436
(29 Sep 2013, 8:54 pm)Adam Malarkey Good Job I live in Lambton, as you are indeed correct it is Dump, although it does have a Posh end now. There worse places like Barmston where I used to live and of course not forgetting Blackfell on that list also.

Washington is a delightful place.
Dan
29 Sep 2013, 9:00 pm #436

(29 Sep 2013, 8:54 pm)Adam Malarkey Good Job I live in Lambton, as you are indeed correct it is Dump, although it does have a Posh end now. There worse places like Barmston where I used to live and of course not forgetting Blackfell on that list also.

Washington is a delightful place.

Michael



19,177
29 Sep 2013, 9:02 pm #437
(29 Sep 2013, 9:00 pm)Daniel Washington is a delightful place.

Iv'e never lived in Washington i have the pleasure of going though 2 days a week now due to my Uni course moving to Usworth college.. =(
Ooo Friend, Bus Friend.
Michael
29 Sep 2013, 9:02 pm #437

(29 Sep 2013, 9:00 pm)Daniel Washington is a delightful place.

Iv'e never lived in Washington i have the pleasure of going though 2 days a week now due to my Uni course moving to Usworth college.. =(

Ooo Friend, Bus Friend.

Malarkey



6,064
29 Sep 2013, 9:25 pm #438
(29 Sep 2013, 9:02 pm)Michael Iv'e never lived in Washington i have the pleasure of going though 2 days a week now due to my Uni course moving to Usworth college.. =(

That's the College I went 2, Wish I was still there, Left just over a year ago after doing 3 years of IT, And yes Daniel Washington is a Delightful place if you live in the right area.
Malarkey
29 Sep 2013, 9:25 pm #438

(29 Sep 2013, 9:02 pm)Michael Iv'e never lived in Washington i have the pleasure of going though 2 days a week now due to my Uni course moving to Usworth college.. =(

That's the College I went 2, Wish I was still there, Left just over a year ago after doing 3 years of IT, And yes Daniel Washington is a Delightful place if you live in the right area.

Adrian

Website


9,593
29 Sep 2013, 9:28 pm #439
Washington is great man Big Grin did anyone have the misfortune of spending a night in 'The Ranch'/Stevie Y's?
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Adrian
29 Sep 2013, 9:28 pm #439

Washington is great man Big Grin did anyone have the misfortune of spending a night in 'The Ranch'/Stevie Y's?

Forum Moderator | Find NEB on facebook

MrFozz

Website
Marxista Fozzski

5,562
30 Sep 2013, 4:40 am #440
(29 Sep 2013, 8:54 pm)Adam Malarkey Good Job I live in Lambton, as you are indeed correct it is Dump, although it does have a Posh end now. There worse places like Barmston where I used to live and of course not forgetting Blackfell on that list also.

My old man works in Lambton
MrFozz
30 Sep 2013, 4:40 am #440

(29 Sep 2013, 8:54 pm)Adam Malarkey Good Job I live in Lambton, as you are indeed correct it is Dump, although it does have a Posh end now. There worse places like Barmston where I used to live and of course not forgetting Blackfell on that list also.

My old man works in Lambton

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