(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?