17 December 2010

Metro NYC lacks customer attention Info on your machines Incident: 101112-000197

Nov 15, 2010: So the Metro System in NYC ends up being another one of
those systems that send you a blanket email answer to what your question
or comment might actually be. In this case I made a suggestion that they
post the duration of their MetroCard right on the machine so that you
can access the info quickly and easily.

Instead of sending me a response and apologizing for making me lose $8.25 on their inadequate system they sent me a very long eamil all about their fare information. Talk about lack of customer service. The truth of the matter is that it is always Buyer Beware.

Never ever take a chance that the service being offered up thinks the way you do.
In this case I thought that the purchase I made would be valide for 24
hours from time of purchase as this is what I have experienced in the
past from other USA based transit system. But experience doesn't make
one any wiser.
I should have realized that when they gave you an offer for a one day
pass but then provided no other details at the point of purchase, that
the wise think would have been to purchase just a one trip ticket.
Lousy NYC Metro System.

On 15/11/2010 11:56 AM, MTA Email wrote:
DO NOT REPLY TO THIS MESSAGE. Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.
(My comment: Warning signs all over this opening bit - DO NOT REPLY - well why not?; you requested a personal touch but screw you - take a look at what we have to say below)

Info on your machines - Discussion Thread
Response (Andrea Popp) - 11/15/2010 02:56 PM
This is in response to your recent e-mail to MTA New York City Transit requesting fare information.
Please note that there are time-based MetroCards such as the 1-Day ($8.25), 7-Day ($27), 14-Day ($51.50), 30-Day ($89) and 7-Day ($45) Express Bus Plus Unlimited Ride MetroCards available for purchase to suit your travel needs. Unlimited Ride MetroCards offer an unlimited amount of rides for designated periods of time. For example, our 1-Day Unlimited Ride MetroCards can be used for an unlimited number of local bus and subway rides, including all transfers, from the day of their first use until 3 a.m. the following morning. As such, the total validity period for any Unlimited Ride MetroCard is determined by the time of its initial use, not from the date it was purchased, which may be more cost-effective during your travels. Please be aware that the Unlimited Ride MetroCard is meant for one-person use and you cannot use the Unlimited Ride card again at the same station or on the same bus route for 18 minutes. Unlimited Ride MetroCard is accepted on MTA New York City Transit subways and local buses as well as MTA Long Island Bus, MTA Staten Island Railway, and MTA Bus Company. Only 7-Day ($45) Express Bus Plus accepted on MTA Express buses and MTA Bus Company Express buses. For more information on the types of MetroCards that are available, we suggest that you visit our website by clicking on the following link: http://mta.info/metrocard/mcgtreng.htm   If you have further questions, you may call us at (718) 330-1234, from 6:00 a.m. to 10:00 p.m., seven days a week or by mail to MetroCard Customer Claims, New York City Transit, 2 Broadway, Room B11.59, New York, NY 10004.
Thank you for having taken the time to contact us.
La Wanda C. Green
Associate Transit Customer Service Specialist II
Auto-Response - 11/12/2010 03:46 PM
> Title: What is a 1-Day Fun Pass?
> Link: http://mta-nyc.custhelp.com/cgi-bin/mta_nyc.cfg/php/enduser/std_adp.php?p_faqid=318&p_created=1043780283

Clicking on the above question(s), if any, will open up a new window with a response to the question. If you have reviewed the response(s) and your question has been answered, you may return to the MTA home page.
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Customer (Chris Y - 11/12/2010 03:46 PM
As a tourist who does not have access to the web while standing at your pay booth you need to provide better info on the one day unlimited pass. I purchased it thinking that it must be good for a 24 hour period - when actually it expires at 3 AM daily. That is misleading tourists. Not pleased. Please be more accurate - it is misleading and dishonest.

Question Reference #101112-000197   Product Level 1: MetroCard

Category Level 1: Suggestion    Date Created: 11/12/2010 03:46 PM

Date/Time of Event: 11/10/2009 09:30 PM Location of Event: 54th and Ave of Americas

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