He told me that the policy had changed, and I asked when, assuming it was at the new year. Much to my surprise he told me that the policy was changed several weeks ago, and that he was notified of the change by e-mail. I asked him how this could be, since I have complained more recently than this e-mail had supposedly gone out and yet no one had told me about it.
At this point he refused to answer any more of my questions, refused to find the e-mail he referenced, and told me he didn’t want to say anything more until he had a chance to speak with his supervisor. I told him I would wait, but conveniently his supervisor was in a meeting. The supervisor was supposed to be finished within 10 or so minutes and Rob promised me that I would receive a call back at that time. Now, more than 24 hours later, I am still waiting for that call.
Please tell me who was lying to me. Was it Rob, employee number 68866, or was it the other customer service representatives I have dealt with in the past? Is there such a policy that in order to receive an answer in writing that I must submit a complaint in writing, and does that explain why I have yet to receive one? If there is such a policy I believe it to be an asinine one, but I will comply if it means I will get the answers I am looking for.
Please let me know to whom I should address the letters to and what address they should be sent to. Also, in this case, please let me know why you then waste the money on a service by which frustrated commuters such as myself can call to complain, and why you have a website in which we can submit complaints as well. If there is no such policy, and Rob, employee number 68866 was lying to me, please inform me of the disciplinary action you will be taking against him.
Thank you very much.
BFK
They also lie in the print media through spokesman Joe Joe Pesaturo and GM Dan Grabauskas.
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p>Kind of wears on you, doesn’t it?
Why beat your head against the wall? Does calling to complain accomplish anything? At least wait for one of the days where the commuter rail executives hang out in South Station to interact with their customers and give them a good earful. However, the best thing to do is to complain to your state representative and/or senator. Only the state government has enough leverage to actually force the T to do anything about the problems.
The people on the MBTA, from the top-dogs to the rank-and-file have been known to lie to the public constantly. It’s disgusting. The fact that governors of the Bay State, including Patrick are doing little, if anything about this deplorable situation, and the fact that the Green Line extension has been held up is really disgusting. Moreover, they’re underworked and overpaid. They take their sweet time in moving.
http://www.mbta.com/about_the_…
Make your voice heard.
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p>Also, I would sugest joining up with the T Riders’ Union:
http://www.ace-ej.org/tru
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p>I would also like to caution that one should absolutely not take out their anger on lower-level MBTA employees, particularly drivers and conductions, and particularly station agents. This is not their fault. Fault lies mainly with the state government, which has failed to fund the MBTA properly. In addition, though, the decision by the MBTA board to reauthorize MBCR to continue service was probably ill-advised.
For instance, some conductors are too lazy to actually call out the name of the train as it goes through Back Bay, which sometimes leads people to get on the wrong train. Conductors/drivers rarely tell you what is going on when something goes wrong and rarely suggest taking an alternate route when they have the chance. The announcers at South Station usually don’t announce that a train is going to be delayed until long after it has already become obvious to everyone in the terminal and almost never tell you how long the delay will be. Ultimately this is a fault of leadership from the top, but employees are indeed part of the problem.
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p>I agree that there is not much point in taking out your anger on such employees. Any employee who is too disgruntled to do his/her job properly is probably not going to respond very well to direct criticism from riders. Instead make sure to thank those employees who do the right thing and let them know they are appreciated.
Point taken but the systemic problems – repeated fare increases, lack of maintenance such as those that cause lights to go out on trains, lack of sufficient service, etc. – are in large part due to a lack of funds.
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p>Some of that is due to a lack of federal funding but much of it is due to a lack of state funding.
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p>Isolated the wrong word because the conductors repeatedly fail to announce stops and/or why there are delays? Perhaps, but that does not diminish the reality that a lack of funds cause systemic and systemwide problems.