Need advice dealing with VTA #VTA
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I need some advice how to deal with VTA. I originally put a complaint about their automated system and how bad the new system is and that you can get no info after hours. I put it in via email and got no reply. I put a follow up second email with no response from VTA. I put in a complaint to VTA Customer service via phone with no response from VTA. I put a second phone call complaint about it to customer service and had no response from VTA. I even went as far as emailing Ms Gonot about the poor to no response from customer service about complaints and got nothin.
I just called again since they still haven't followed up with my original complaint and asked for a supervisor or senior and was told there is none on duty. What can I do? Mchael |
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M. Cohen Zakai
Michael and all,
I have had similar experiences with VTA Customer Service.
After I mentioned their lack of responsiveness to a San Jose City employee, she asked me to send her a sample of an email that they hadn't answered. After she stepped in, they responded, and of course I copied her on all subsequent correspondence.
Ordinary people shouldn't have to find someone with clout who will help them. Public transit has an obligation to respectfully respond to the public.
Marcia
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[Apologies for the late response. I've had to deal with several issues at my day job needing my full attention.]
Marcia is correct here.
At every VTA meeting, before Public Comment, the VTA Board Chair (this year, Pat Burt from Palo Alto) reminds us before Public Comment begins that any praise or issues re: service are to be addressed by Customer Service. Yet, what happens when Customer Service fails to respond to inquiries in a timely manner? The disclosure then becomes a sad, running joke.
Michael et al.:
Let's further address this issue - particularly Michael's issue with poor late-night message calling Customer Service - at this Thursday's Board Of Directors' meeting, starting at 5:30pm. Public Comment is during Agenda Item #3. Here's how we all can take part:
Zoom meeting link https://us02web.zoom.us/j/84042887363
You may also call into the meeting as follows:
Via telephone dial: US : +1 669 219 2599 or +1 669 900 9128 Webinar ID: 840 4288 7363
Let's also make sure to ask for a formal, immediate response by whoever now heads VTA Customer Service in writing as well. One follow-up letter on Monday requesting this can be made.
Eugene Bradley Founder & CEO, Silicon Valley Transit Users http://www.svtransitusers.org/ phone/text (408)888-2208
-----Original Message-----
Michael and all,
I have had similar experiences with VTA Customer Service.
After I mentioned their lack of responsiveness to a San Jose City employee, she asked me to send her a sample of an email that they hadn't answered. After she stepped in, they responded, and of course I copied her on all subsequent correspondence.
Ordinary people shouldn't have to find someone with clout who will help them. Public transit has an obligation to respectfully respond to the public.
Marcia |
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