Customer Service thread
Customer Service thread
(25 Jul 2014, 6:45 pm)Marcus Oh, I was just using their tickets as an example of how Arriva haven't seemed to have 'jumped' into the next generation. Some of their Prestiges didn't get a repaint from being new to being withdrawn!
(25 Jul 2014, 6:45 pm)Marcus Oh, I was just using their tickets as an example of how Arriva haven't seemed to have 'jumped' into the next generation. Some of their Prestiges didn't get a repaint from being new to being withdrawn!
(25 Jul 2014, 9:48 pm)aureolin I don't understand. Have they gone from being 'severely outdated' to the next generation within the space of 4 posts?
(25 Jul 2014, 9:48 pm)aureolin I don't understand. Have they gone from being 'severely outdated' to the next generation within the space of 4 posts?
(25 Jul 2014, 11:21 pm)Marcus I just feel like Arriva have just not made as many leaps forward as GNE and Stagecoach have.
Those strips just aren't what I'm used to, it seems like those types of tickets have been around for years now (if I recall, GNE used similar ones before transferring to their current type) and just seem outdated by what GNE and SNE use.
(25 Jul 2014, 11:21 pm)Marcus I just feel like Arriva have just not made as many leaps forward as GNE and Stagecoach have.
Those strips just aren't what I'm used to, it seems like those types of tickets have been around for years now (if I recall, GNE used similar ones before transferring to their current type) and just seem outdated by what GNE and SNE use.
(26 Jul 2014, 7:44 am)mb134 Would you not count the Live Map as a leap forward? Yes it might not work 100% of the time but when it does it's pretty damn useful
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(26 Jul 2014, 7:44 am)mb134 Would you not count the Live Map as a leap forward? Yes it might not work 100% of the time but when it does it's pretty damn useful
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(26 Jul 2014, 7:53 am)tyresmoke I think the perception of Arriva NE is that it always takes time to catch up to everyone else. The investment going in this year will hopefully start to change that... Once all of the Max schemes are up and running and the Sapphire routes get launched the fleet will be unrecognisable from the present fleet!
(26 Jul 2014, 7:53 am)tyresmoke I think the perception of Arriva NE is that it always takes time to catch up to everyone else. The investment going in this year will hopefully start to change that... Once all of the Max schemes are up and running and the Sapphire routes get launched the fleet will be unrecognisable from the present fleet!
(25 Jul 2014, 2:23 pm)aureolin Emailed Go North East earlier, and my query was answered and dealt with in just over 30 minutes. Now that's worth mentioning as exceptional.
In other news, I'm towards the end of the 3rd week since Arriva were going to investigate why the X2 (Durham board) yet again failed to stop at Birtley shops...
(25 Jul 2014, 2:23 pm)aureolin Emailed Go North East earlier, and my query was answered and dealt with in just over 30 minutes. Now that's worth mentioning as exceptional.
In other news, I'm towards the end of the 3rd week since Arriva were going to investigate why the X2 (Durham board) yet again failed to stop at Birtley shops...
(25 Jul 2014, 11:21 pm)Marcus I just feel like Arriva have just not made as many leaps forward as GNE and Stagecoach have.
Those strips just aren't what I'm used to, it seems like those types of tickets have been around for years now (if I recall, GNE used similar ones before transferring to their current type) and just seem outdated by what GNE and SNE use.
(25 Jul 2014, 11:21 pm)Marcus I just feel like Arriva have just not made as many leaps forward as GNE and Stagecoach have.
Those strips just aren't what I'm used to, it seems like those types of tickets have been around for years now (if I recall, GNE used similar ones before transferring to their current type) and just seem outdated by what GNE and SNE use.
(26 Jul 2014, 8:33 am)palatine3833 If you were travelling towards Durham, the X2 only stops at the Cenotaph then Barley Mow as far as I'm aware anyway
(26 Jul 2014, 8:35 am)palatine3833 The reason the tickets seem similar is because Arriva now use the new version of the Wayfarer machines that used to be used by other operators. Although they aren't brilliant, they certainly have a few benefits over the ERG model which GNE have (including GPS that works)
(26 Jul 2014, 8:33 am)palatine3833 If you were travelling towards Durham, the X2 only stops at the Cenotaph then Barley Mow as far as I'm aware anyway
(26 Jul 2014, 8:35 am)palatine3833 The reason the tickets seem similar is because Arriva now use the new version of the Wayfarer machines that used to be used by other operators. Although they aren't brilliant, they certainly have a few benefits over the ERG model which GNE have (including GPS that works)
(26 Jul 2014, 8:33 am)palatine3833 If you were travelling towards Durham, the X2 only stops at the Cenotaph then Barley Mow as far as I'm aware anyway
(26 Jul 2014, 8:33 am)palatine3833 If you were travelling towards Durham, the X2 only stops at the Cenotaph then Barley Mow as far as I'm aware anyway
Incredibly disappointed with my recent complaint regarding the last X3 being 6 minutes (or whatever it was) early.
On my initial response back, she confirmed that the bus got to East Boldon, Blacks Corner at 17:36, so it was on time.
I thanked her for her reply and for chasing it up for me, but pointed out that the bus wasn't due to depart that stop until 17:39, so by her own admission, it was 3 minutes early. I also asked her to check what time the vehicle got back to the depot and compare it against the driver's running board in my response to her - knowing that the driver would have arrived much earlier than s/he should have (given that it's not scheduled to arrive at the terminus until 17:50, I waited from 17:44 for a photo, and it didn't arrive after I got there).
I received another e-mail today with an apology for the mistake, and she told me that her colleague has informed her that the bus didn't depart Blacks Corner until 17:38:48 - so it was 12 seconds early. So I think someone's telling porkies somewhere along the line, because apparently, the X3 which is scheduled to take 10 minutes to the location I was at for a photograph, only took 5 minutes (i.e. impossible). The fact that nothing was said about the time the driver got back into the depot says it all for me!
(01 Aug 2014, 11:33 am)Dan Incredibly disappointed with my recent complaint regarding the last X3 being 6 minutes (or whatever it was) early.
On my initial response back, she confirmed that the bus got to East Boldon, Blacks Corner at 17:36, so it was on time.
I thanked her for her reply and for chasing it up for me, but pointed out that the bus wasn't due to depart that stop until 17:39, so by her own admission, it was 3 minutes early. I also asked her to check what time the vehicle got back to the depot and compare it against the driver's running board in my response to her - knowing that the driver would have arrived much earlier than s/he should have (given that it's not scheduled to arrive at the terminus until 17:50, I waited from 17:44 for a photo, and it didn't arrive after I got there).
I received another e-mail today with an apology for the mistake, and she told me that her colleague has informed her that the bus didn't depart Blacks Corner until 17:38:48 - so it was 12 seconds early. So I think someone's telling porkies somewhere along the line, because apparently, the X3 which is scheduled to take 10 minutes to the location I was at for a photograph, only took 5 minutes (i.e. impossible). The fact that nothing was said about the time the driver got back into the depot says it all for me!
(01 Aug 2014, 11:33 am)Dan Incredibly disappointed with my recent complaint regarding the last X3 being 6 minutes (or whatever it was) early.
On my initial response back, she confirmed that the bus got to East Boldon, Blacks Corner at 17:36, so it was on time.
I thanked her for her reply and for chasing it up for me, but pointed out that the bus wasn't due to depart that stop until 17:39, so by her own admission, it was 3 minutes early. I also asked her to check what time the vehicle got back to the depot and compare it against the driver's running board in my response to her - knowing that the driver would have arrived much earlier than s/he should have (given that it's not scheduled to arrive at the terminus until 17:50, I waited from 17:44 for a photo, and it didn't arrive after I got there).
I received another e-mail today with an apology for the mistake, and she told me that her colleague has informed her that the bus didn't depart Blacks Corner until 17:38:48 - so it was 12 seconds early. So I think someone's telling porkies somewhere along the line, because apparently, the X3 which is scheduled to take 10 minutes to the location I was at for a photograph, only took 5 minutes (i.e. impossible). The fact that nothing was said about the time the driver got back into the depot says it all for me!
(01 Aug 2014, 12:24 pm)AdamY Forgive my ignorance but...
Would a bus company, under normal circumstances, release this information to any member of the public?
And...
If the bus arrived back the depot, say, one minute early, would anyone notice?
Would anyone notice if a driver got back to the depot a minute late?
The running board accounts for neither.
(01 Aug 2014, 12:24 pm)AdamY Forgive my ignorance but...
Would a bus company, under normal circumstances, release this information to any member of the public?
And...
If the bus arrived back the depot, say, one minute early, would anyone notice?
Would anyone notice if a driver got back to the depot a minute late?
The running board accounts for neither.
A criticism I often have is that it should be 100% clear whether your complaint is either being upheld or not. In your case it's certainly not clear Dan, and I know I've not had that clarity until I challenge it a few times.
(01 Aug 2014, 1:42 pm)aureolin A criticism I often have is that it should be 100% clear whether your complaint is either being upheld or not. In your case it's certainly not clear Dan, and I know I've not had that clarity until I challenge it a few times.
(01 Aug 2014, 1:42 pm)aureolin A criticism I often have is that it should be 100% clear whether your complaint is either being upheld or not. In your case it's certainly not clear Dan, and I know I've not had that clarity until I challenge it a few times.
(01 Aug 2014, 11:33 am)Dan Incredibly disappointed with my recent complaint regarding the last X3 being 6 minutes (or whatever it was) early.
On my initial response back, she confirmed that the bus got to East Boldon, Blacks Corner at 17:36, so it was on time.
I thanked her for her reply and for chasing it up for me, but pointed out that the bus wasn't due to depart that stop until 17:39, so by her own admission, it was 3 minutes early. I also asked her to check what time the vehicle got back to the depot and compare it against the driver's running board in my response to her - knowing that the driver would have arrived much earlier than s/he should have (given that it's not scheduled to arrive at the terminus until 17:50, I waited from 17:44 for a photo, and it didn't arrive after I got there).
I received another e-mail today with an apology for the mistake, and she told me that her colleague has informed her that the bus didn't depart Blacks Corner until 17:38:48 - so it was 12 seconds early. So I think someone's telling porkies somewhere along the line, because apparently, the X3 which is scheduled to take 10 minutes to the location I was at for a photograph, only took 5 minutes (i.e. impossible). The fact that nothing was said about the time the driver got back into the depot says it all for me!
(01 Aug 2014, 11:33 am)Dan Incredibly disappointed with my recent complaint regarding the last X3 being 6 minutes (or whatever it was) early.
On my initial response back, she confirmed that the bus got to East Boldon, Blacks Corner at 17:36, so it was on time.
I thanked her for her reply and for chasing it up for me, but pointed out that the bus wasn't due to depart that stop until 17:39, so by her own admission, it was 3 minutes early. I also asked her to check what time the vehicle got back to the depot and compare it against the driver's running board in my response to her - knowing that the driver would have arrived much earlier than s/he should have (given that it's not scheduled to arrive at the terminus until 17:50, I waited from 17:44 for a photo, and it didn't arrive after I got there).
I received another e-mail today with an apology for the mistake, and she told me that her colleague has informed her that the bus didn't depart Blacks Corner until 17:38:48 - so it was 12 seconds early. So I think someone's telling porkies somewhere along the line, because apparently, the X3 which is scheduled to take 10 minutes to the location I was at for a photograph, only took 5 minutes (i.e. impossible). The fact that nothing was said about the time the driver got back into the depot says it all for me!
(01 Aug 2014, 1:42 pm)aureolin A criticism I often have is that it should be 100% clear whether your complaint is either being upheld or not. In your case it's certainly not clear Dan, and I know I've not had that clarity until I challenge it a few times.When GPS data and CCTV data is apparently against you, and you're made to feel like you're complaining for no good reason, it's not a good feeling at all.
(01 Aug 2014, 2:08 pm)Drifter60 The fact that it was it's last day in service, I doubt many passengers, drivers, the depot, GNE customer services and GNE management are particularly bothered about it.Shouldn't make a difference.
(01 Aug 2014, 1:42 pm)aureolin A criticism I often have is that it should be 100% clear whether your complaint is either being upheld or not. In your case it's certainly not clear Dan, and I know I've not had that clarity until I challenge it a few times.When GPS data and CCTV data is apparently against you, and you're made to feel like you're complaining for no good reason, it's not a good feeling at all.
(01 Aug 2014, 2:08 pm)Drifter60 The fact that it was it's last day in service, I doubt many passengers, drivers, the depot, GNE customer services and GNE management are particularly bothered about it.Shouldn't make a difference.
(01 Aug 2014, 12:26 pm)Dan If requested, on the grounds that it could assist determine how early a bus actually was, I'd imagine so?
If, let's say, the bus arrived back into the depot for 17:50 when it was actually due to terminate at Monkwearmouth, it would have clearly been very early... I don't know how much time the driver used to get from Monkwearmouth to Deptford, but if it was around 5 minutes, the driver should have been getting back at 17:55 rather than 17:50 in this example - and this would have been reflected by the fact the driver was operating early whilst in service. This is how it affects customers, and this is when they'd notice.
(01 Aug 2014, 12:26 pm)Dan If requested, on the grounds that it could assist determine how early a bus actually was, I'd imagine so?
If, let's say, the bus arrived back into the depot for 17:50 when it was actually due to terminate at Monkwearmouth, it would have clearly been very early... I don't know how much time the driver used to get from Monkwearmouth to Deptford, but if it was around 5 minutes, the driver should have been getting back at 17:55 rather than 17:50 in this example - and this would have been reflected by the fact the driver was operating early whilst in service. This is how it affects customers, and this is when they'd notice.